Senior Operations Manager

Pharmapoint India Pvt. Ltd.; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Pharmapoint India Pvt. Ltd. is seeking an Operations leader in Mumbai to drive strategic planning, team leadership, and cross-functional collaboration for patient support programs.

The role focuses on improving efficiency, managing budgets, and maintaining high quality service to hospitals, clinics, and partner pharmacies. Regular field engagement and vendor management are essential components of the role.

Responsibilities

• Strategic Planning: Collaborate with senior management to develop and implement business strategies and policies.
• Team Management: Lead and train operations staff including logistics professionals and pharmacists to foster accountability and continuous improvement.
• Communication: Address quality issues, facilitate cross-department collaboration, and act as primary contact for customer issues.
• Risk Management: Identify operational risks and implement strategies to ensure business continuity.
• Customer Satisfaction: Improve customer experience by resolving problems and coordinating with operations and vendors.
• Compliance: Implement streamlined processes, work instructions, and adherence to patient support program policies.
• Sales & Hospital Visits: Regularly visit hospitals and clinics to strengthen relationships and identify new opportunities, support the sales team, and upsell services.

Job description

Role & responsibilities

1. 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.

2. Team Management

Lead and manage a team of operations staff including logistics professionals, warehouse staff, pharmacists. Provide guidance, support, and training including fostering of positive and collaborative work environment, 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

3. Communication

Address and resolve quality issues in a timely manner

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

4. Risk Management:

Identify and assess operational risks.

Develop and implement strategies to mitigate risks and ensure business continuity.

5. Customer Satisfaction

Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints

Ensuring best service levels to customers in terms of Fulfilment of orders, returns, grievances, settlements

Manage relationships with key operations vendors

6. 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

7. Sales & 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.