OPERATION MANAGER, PHARMASERV ALLIANCES

GENERAL DESCRIPTION

To lead and manage Pharmaserv’s overall operational and warehouse activities, ensuring efficient, compliant and cost-effective receiving, storage, inventory management, order fulfilment and distribution of pharmaceutical, healthcare and related products.

The position is responsible for achieving high service levels to internal and external customers while continuously improving warehouse productivity, inventory accuracy, delivery performance and operational efficiency.

JOB DESCRIPTION

1. Key Responsibilities

A. Operations Leadership

• Lead the overall day-to-day Operations and Warehouse functions.

• Ensure operational readiness and capacity to support business growth across existing and new business channels.

• Establish clear operational KPIs, work processes and accountability across the team.

• Ensure effective manpower planning, resource utilisation and succession planning.

• Work closely with Procurement, Sales & Business Development, Finance, Regulatory, Quality and IT teams.

B. Warehouse Management

• Oversee receiving, put-away, storage, picking, packing, dispatch and returns.

• Ensure optimum warehouse space utilisation, layout and workflow.

• Maintain high standards of housekeeping, safety and security.

• Ensure pharmaceutical products are stored and handled according to required temperature, security and regulatory requirements.

• Ensure adequate warehouse capacity to support current operations and future business expansion.

C. Inventory Management

• Maintain high inventory and stock-count accuracy.

• Minimise stock discrepancies, damages, expiries, slow-moving and obsolete inventory.

• Ensure proper FEFO/FIFO practices where applicable.

• Conduct cycle counts and periodic physical stock counts.

• Investigate inventory discrepancies and implement corrective and preventive actions.

D. Distribution & Customer Service

• Ensure timely and accurate deliveries to customers.

• Monitor OTIF (On-Time In-Full) and other delivery performance indicators.

• Ensure customer complaints relating to operations and delivery are investigated and resolved promptly.

• Coordinate effectively with transporters and logistics partners.

• Develop contingency plans to minimise disruption to customer supply.

E. Quality, Regulatory & Compliance

• Ensure compliance with GDPMD, GDP, MOH/NPRA requirements, company SOPs and other applicable regulatory requirements.

• Maintain warehouse and operational readiness for internal, external and regulatory audits.

• Ensure CAPA arising from audits, complaints and operational incidents is completed within agreed timelines.

• Promote a strong culture of quality, safety and compliance.

F. Cost & Productivity Management

• Manage warehouse and distribution costs within approved budget.

• Improve labour productivity and optimise overtime and manpower utilisation.

• Identify opportunities to reduce logistics and operational costs without compromising service quality.

• Monitor cost per order, cost per delivery and other relevant operational efficiency indicators.

G. Continuous Improvement & Digitalisation

• Drive automation, digitalisation and process improvement initiatives.

• Identify bottlenecks and implement Lean/TQM improvement projects.

• Improve warehouse systems, barcode utilisation, inventory visibility and operational reporting.

• Promote the principle of “Do It Right the First Time.”

2. Key Performance Indicators (KPIs)

Performance will be measured against:

• OTIF / On-Time Delivery

• Order Picking Accuracy

• Inventory / Stock Count Accuracy

• Customer complaint rate and resolution time

• Warehouse productivity

• Warehouse & distribution cost

• Stock damage, expiry and write-off

• Audit findings and CAPA closure

• Warehouse space utilisation

• Operational downtime

• Safety incidents

• Continuous improvement / automation projects

• Employee productivity and team development

3. Leadership Expectations

The Senior Operations Manager cum Warehouse Manager is expected to:

• Demonstrate strong ownership and accountability.

• Be highly visible on the warehouse floor and close to operational activities.

• Proactively identify problems rather than wait for escalation.

• Develop and coach the Operations and Warehouse team.

• Build strong relationships with internal and external customers.

• Respond quickly to operational disruptions and customer requirements.

• Drive a performance-oriented and continuous-improvement culture.

• Support Pharmaserv's growth beyond Business As Usual (BAU).

JOB REQUIREMENT

Education:

• Bachelor's degree in Pharmacy, Business Administration, Operations Management, Supply Chain Management or a related field. A Master's degree is an advantage.

• Registration as a pharmacist is an advantage where relevant to the assigned scope.

Knowledge and Experience:

• At least 8–10 years of relevant experience, including managerial experience in the pharmaceutical, healthcare distribution or supply-chain industry.

• Proven experience leading warehouse/distribution, purchasing/procurement and/or customer-service operations.

• Strong knowledge of inventory control, order fulfilment, logistics, cold-chain operations, supplier management and supply continuity.

• Working knowledge of GDP/GDPMD, quality systems, audit requirements, risk management and business-continuity planning.

• Experience in budget management, data analysis, KPI reporting, process improvement and supply-chain or warehouse systems.

Skills and Competencies:

• Leadership | Operational Excellence | Warehouse Management | Inventory Control | Customer Focus | Problem Solving | Data Analysis | Cost Management | Quality & Compliance | People Development | Continuous Improvement | AccountabilityStrong analytical, problem-solving and decision-making skills.

• Effective project, change and contract coordination skills.

• Clear written and verbal communication, including management reporting.

• Proficiency in Microsoft Excel and PowerPoint and relevant operational systems.

Personal Attributes:

• Results-oriented, accountable and able to work under pressure and meet deadlines.

• Detail-oriented, ethical and committed to accuracy, quality and integrity.

• Self-motivated, adaptable, collaborative and open to continuous learning.

Overall Role Expectation:

The role is not limited to managing warehouse activities. The Senior Operations Manager cum Warehouse Manager is expected to take end-to-end ownership of operational performance, ensuring that Pharmaserv has the operational capability, capacity, quality and service standards required to support sustainable business growth.