Senior Operations Manager

Position: Senior Operations Manager / Head of Pharmacy Operations
Location: [City, Baripada, State Odissa, India]
Reporting To: Director

Role Purpose

We are seeking an experienced operations leader from the pharmacy retail / healthcare / organized retail industry to drive efficiency, accuracy, and customer satisfaction across our pharmacy outlets. The role requires someone with proven turnaround capabilities, deep knowledge of retail pharmacy operations, and the ability to design, implement, and sustain best-in-class practices for inventory, customer service, and compliance.

Key Responsibilities

• Customer Experience & Store Operations
• Reduce customer waiting time by implementing efficient workflows (Rx drop-off, picking, checking, billing, handover).
• Set up queue management systems, express counters, and order triage practices.
• Train and mentor store teams to deliver fast, accurate, and empathetic service.
• Inventory & Supply Chain
• Implement BIN location systems, FEFO stock management, and cycle counts.
• Ensure inventory accuracy ≥98% by fixing gaps in receiving, putaway, and stock reconciliation.
• Minimize expiry losses, pilferage, and stock-outs through robust controls.
• Oversee vendor negotiations and supplier relationships to maintain OTIF (On-Time In-Full) deliveries.
• People Management
• Lead, train, and motivate 50+ staff including pharmacists, pickers, cashiers, and advisors.
• Develop SOPs, KPIs, and daily performance huddles.
• Identify skill gaps and conduct structured training in Rx reading, customer counseling, and inventory handling.
• Process Excellence & Technology
• Deploy barcode scanning, POS/pharmacy software optimization, and token systems.
• Ensure compliance with pharmacy regulations, licensing, and audits.
• Drive digital adoption (SMS notifications, customer records, e-billing, loyalty programs).
• Continuously refine SOPs through Kaizen/Lean practices.
• Performance Management
• Own critical KPIs:
• Average customer wait time (<10 min)
• Inventory accuracy (>98%)
• Picking lead time (<6 min)
• Expiry write-off reduction month-on-month
• Staff productivity per bill handled
• Build dashboards and MIS for management review.

Required Skills & Abilities

• Strong background in pharmacy retail operations / organized retail supply chain.
• Proven record of turnaround management and process standardization.
• Deep knowledge of inventory control, batch/expiry management, and Rx compliance.
• Hands-on expertise in POS systems, barcode/RFID, ERP modules, and retail analytics.
• Strong leadership, people management, and training skills.
• Analytical thinker with ability to design SOPs, KPIs, and governance frameworks.
• Excellent communication (English & Hindi/local language), negotiation, and stakeholder management.

Qualifications

• Bachelor’s/Master’s degree in Pharmacy, Healthcare Management, or Operations/Business.
• 10+ years in pharmacy retail / healthcare supply chain, with at least 3–5 years in senior operations leadership.
• Certifications in Lean Six Sigma / Retail Operations preferred.

What We Offer

• Opportunity to lead and transform one of the fastest-growing retail pharmacy networks.
• Ownership of end-to-end operations with direct impact on business growth.
• Competitive salary, performance-based incentives, and career growth.

Job Type: Full-time

Pay: ₹50,000.00 - ₹60,000.00 per month

Work Location: In person