Primary Objective

Reporting to the GM (Retail Operation)/ Head of Pharmacy, the Senior Operations Manager, Pharmacy is responsible for overseeing the daily operations and ensuring the efficient delivery of pharmacy services. This role involves managing pharmacy staff, optimizing processes, ensuring regulatory compliance, and enhancing the overall patient experience. The Senior Operations Manager will work closely with other departments to align pharmacy operations with the organization’s strategic goals.

Key Working Relationships

Internal – All Employees

External – Stakeholders and other key organization.

Responsibilities & Accountabilities

Operational Management:

• Execution of the new project across the country and ensuring they are completed on time

• Oversee day-to-day operations of the pharmacy department to ensure high standards of service and patient care.

• Develop and implement operational policies and procedures to improve efficiency and service quality.

• Monitor and analyse performance metrics, making adjustments to meet operational goals.

Staff Management:

• Lead, mentor, and manage a team of area managers, pharmacy professionals, including pharmacists, technicians, and support staff.

• Conduct performance evaluations and provide ongoing training and professional development opportunities.

Ensure adequate staffing levels and manage scheduling to meet patient needs.

Quality and Compliance:

• Ensure compliance with all federal, state, and local regulations, as well as organizational policies.

• Implement and monitor quality assurance programs to maintain high standards of patient care and medication safety.

• Conduct regular audits and inspections to identify areas for improvement.

Financial Management:

• Analyze financial reports to monitor financial performance and identify opportunities for cost savings.

• Submit the monthly report to GM (Pharmacy) with a clear action plan on storewise areas of improvement

Process Improvement:

• Identify and implement process improvements to enhance operational efficiency and patient satisfaction.

• Utilize data and analytics to drive decision-making and improve pharmacy services.

• Lead initiatives to integrate new technologies and innovations in pharmacy practice.

Strategic Planning:

• Collaborate with senior management to develop and execute strategic plans for the pharmacy department.

• Align pharmacy operations with the organization’s overall strategic goals and objectives.

• Participate in long-term planning and contribute to organizational growth and development.

Customer Service:

• Ensure a high level of customer service and patient satisfaction.

• Address and resolve patient complaints and concerns promptly and effectively.

• Develop and implement programs to enhance the patient experience.

Qualifications, Skills, Knowledge, and Experience

General skills & Qualifications and Experience:

• Business Administration, or a related field.

• Advanced degree (e.g., PharmD, MBA) is preferred.

• Minimum of 8-10 years of experience in pharmacy operations management.

• Proven leadership experience with a track record of managing large teams and complex operations.

• Strong knowledge of retail operations, regulations, and best practices.

• Excellent leadership and team management skills.

• Superior organizational and problem-solving abilities.

• Strong financial acumen and experience with budgeting and financial management.

• Proficiency in using pharmacy management systems and other relevant software.

• Excellent communication and interpersonal skills.

Working Conditions:

• This position may require occasional travel to various pharmacy locations.

• Ability to work flexible hours, including evenings and weekends, to meet operational needs.