Operations Manager

The Operations Manager is responsible for the day-to-day operations of all store locations and the main objective is to assist in achieving annual sales objectives and control operational expenses within budget or better than budget .

Reports to:  BOARD OF DIRECTORS

Reporting Positions:

·         Branch Managers

·         Corporate Pharmacist

·         HR Officer

A. Job Function

The Operations Manager is responsible for the day-to-day operations of all store locations and the main objective is to assist in achieving annual sales objectives and control operational expenses within budget or better than budget . The Operations manager is expected to ensure all systems and procedures, company policies are complied with by the store staff. Show leadership, teamwork by example and empower and motivate staff to achieve their full potential and achieve optimum productivity. Finally the operations manager will ensure execution of all marketing and merchandising programs in the stores working as part of a team with all other department heads to achieve common objectives.

Working Hours:  Monday to Friday, 8 am to 4:30 pm. During the busy periods the operations manager may be required to work more than the normal working hours described above and must attend all stock takes. The operations manager is always on call during the store opening hours and after hours in case of emergency and may be required to come in on public holidays, weekends and after hours if need be.

All activities must conform to the organization's guidelines and standards and to all legal, statutory, and regulatory requirements.

B. Principal Duties and Responsibilities

1. EXPENSE CONTROL - Assist in achieving annual budgeted sales targets and control operational expenses. Assist in the preparation of the annual budget with regards to all operational expenses. A detailed budgeted versus actual expense report will be sent weekly containing all expenses relating to the day to day operations of the business. Operations will be responsible for managing the actual expenses to keep within budget.

2. SYSTEMS & CONTROL - Ensure compliance of all systems and controls established to protect the company’s assets, including cash, inventory, fixtures and fittings and property. Manage operations and ensure the accuracy of all transactions, review audit control reports such as individual shift reports regarding sales, cash and inventory while maintaining security policies and procedures. Stock taking is done every four (4) months for the year as a control to assess and make decisions to manage/reduce shrink.

3. MERCHANDISING & PROMOTIONS - Work with the purchasing manager to execute and maintain established planograms to optimize sales per square foot. Create an exciting shopping experience through merchandising excellence that translates to increased sales. Execute approved marketing planograms and activities on time as stated on the annual promotional calendar dates. Walkthrough reports are sent to purchasing and accounts per shift (twice a day) to ensure promotions and planograms are executed.

4. CUSTOMER SERVICE- Develops and maintains excellent relations with customers by resolving customer complaints, following up with the customer to ensure satisfaction with outcome and advising staff of incidents and appropriate measures. Standard of customer service is based on timeliness of assistance, accuracy of transactions and appropriateness/friendliness of staff interactions with the customer. The above is to be rated using the transaction count, customer complaints and reviews. Develop ways to rate employees on attitude/body language and their helpfulness/interactions with customers.

5. INVENTORY CONTROL - Maintains the operational efficiency of the organisation by advising persons on all policies and procedures and ensuring adherence to all guidelines and accounting, pharmaceutical and inventory controls.

Manages branch inventory:

• By maintaining and managing shrink using stock takes as an indicator to achieve less than maximum shrink (1% of sales)
• To assist in triggering and communicating slow moving stock to the purchasing department. – walkthrough
• Managing expired products, through stock rotation and monthly exercises to identify and ensure items are sent back to the supplier within the time limit (3 months/2 months/1 month) and any other items are written off and communicated to purchasing to consider whether or not to replenish
• Following proper receiving guidelines as outlined in operational procedures to minimize the receiving of short expiry products.
• Minimize damaged goods through proper training and communication to stock room staff. Minimize customer damages by ensuring shelves are packed properly
• Work with the purchasing and accounts managers to manage the inventory as a team.

6. FACILITIES MANAGEMENT/CUSTOMER EXPERIENCE - Maintains safe and clean working environment, as well as maintain all the company facilities and assets. Manage and negotiate  all maintenance contracts and service contracts. Monthly reports to be sent showing budgeted vs actual expenses with regards to maintenance of facilities with explanations for lower/higher variances for any given month.

7. MANAGEMENT REPORTING - Keeps management informed by reviewing, analyzing and preparing reports on operations such as comparing budget expenses and head count compared to the actual expenses and make recommendations whether budgets need to be increase or decreased. Disciplinary matters and sales to be sent weekly stating timelines and matters. Any recommendations to improve the operation of the business should be communicated.

8. BUILDING THE TEAM - Supports the development and maintenance of a team environment by performing other related duties to keep staff motivated and operating efficiently.

9. INTERNAL AUDIT AND INVENTORY VERIFICATION

• Responsible for leading and coordinating all internal audit activities across the company to ensure compliance with company policies and regulatory requirements.
• Execute and supervise cycle counts and semi-annual stock takes across all branches to maintain inventory accuracy and minimize shrinkage.
• Investigate and document inventory discrepancies, losses, or anomalies, and implement corrective actions.
• Conduct and support investigations into any operational or compliance irregularities company-wide and ensure timely resolution and reporting.

10. HUMAN RESOURCE MANAGEMENT

• Assume full responsibility for all HR functions in the retail division, including but not limited to staff planning, recruitment, onboarding, employee relations, conflict resolution, performance management, employee development, and offboarding.
• Ensure compliance with all labor laws and internal HR policies.
• Lead performance review processes, maintain accurate employee records, and foster a positive and productive workplace culture.
• Partner with HR personnel and the Board for strategic workforce planning and development initiatives.

12. SYSTEM MANAGEMENT

• Serve as the primary point of contact for all system-related issues across the organization.
• Oversee system configuration, troubleshoot user issues, escalate technical problems to support teams as needed, and ensure the system supports operational efficiency.
• Train staff on the proper use of modules including Inventory, Point Of Sale, HR, and Accounting.
• Continuously assess and improve system usage to align with business needs and support data-driven decision-making.

Education and Qualifications

• Bachelor's Degree: A bachelor's degree in business administration, business, finance, engineering or a related field

• Proven work experience as an operations manager or similar role

• Knowledge of organizational effectiveness and operations management

• Experience with budgeting and forecasting

• Familiarity with business and financial principles

• Excellent communication skills

• Leadership ability

• Outstanding organizational skills