Sr. Operations Manager

The core responsibilities for the job include the following:

Strategic Planning:

• Collaborate with senior management to develop and implement business strategies.
• Contribute to the development of operational policies and procedures.
• Identify and implement process improvements to enhance efficiency and productivity.
• Analyse operational processes and systems to identify areas for optimization.

Team Management

• Lead and manage a team of operations staff, including logistics professionals, warehouse staff, and pharmacists.
• Provide guidance, support, and training, including fostering a positive and collaborative work environment and promoting a culture of accountability and continuous improvement.
• Allocate resources effectively to meet operational objectives.
• Monitor and manage budgets to ensure financial targets are met

Communication:

• Address and resolve quality issues promptly.
• Facilitate communication and collaboration between different departments.
• Attention to detail; must be mindful of even the little details of an assignment.
• Serve as primary point of contact when there are customer issues.

Risk Management:

• Identify and assess operational risks.
• Develop and implement strategies to mitigate risks and ensure business continuity.

Customer Satisfaction:

• Communicate customer issues with the operations team and devise ways of improving the customer experience, including resolving problems and complaints
• Ensure best service levels to customers in terms of Fulfilment of orders, returns, grievances, and settlements
• Manage relationships with key operations vendors

Compliance:

• Execute an efficient operating model with streamlined business processes, work instructions, and technology.
• Comply with all laws, regulations, and policies that govern the conduct of activities related to Patient Support Programs.
• Regular MIS or reports

Sales and Hospital Visits:

• Conduct regular visits to hospitals, clinics, and partner pharmacies to strengthen relationships and identify new business opportunities.
• Support and coordinate with the sales team to achieve monthly and quarterly revenue targets.
• Engage with doctors, hospital administrators, and procurement teams to understand requirements and ensure timely service delivery.
• Identify opportunities to upsell/cross-sell services to existing hospital and institutional accounts.
• Gather field-level market intelligence and customer feedback during hospital visits and share insights with management.
• Coordinate with hospitals on patient support program enrolments, order fulfilment, and issue resolution during site visits.