Operations Manager

About the role

The Operations Manager is responsible for overseeing and managing the day-to-day operational functions of the company to ensure smooth, efficient, and compliant business operations. This role will lead and coordinate cross-functional activities involving warehouse, logistics, service coordination, inventory control, order fulfilment, office administration, and operational support for sales and after-sales activities.

The Operations Manager is expected to improve operational efficiency, strengthen internal controls, monitor service standards, and ensure timely execution of operational processes in line with the company's business objectives and regulatory requirements.

Key Responsibilities:

1. Operations Management

• Oversee the daily operations of the company, including warehouse, logistics, delivery arrangements, inventory movement, installation coordination, and service support.
• Ensure all operational processes are carried out efficiently, accurately, and within timeline.
• Monitor and improve workflow, SOP compliance, and internal coordination across departments.
• Identify operational gaps and propose practical solutions to improve productivity and efficiency.

2. Inventory, Warehouse and Logistics Control

• Supervise inventory management, stock accuracy, receiving, storage, picking, packing, and delivery processes.
• Ensure proper control and tracking of medical devices, consumables, spare parts, demo units, and promotional items.
• Work closely with warehouse and logistics personnel to maintain stock accuracy and minimize discrepancies.
• Monitor courier, transport, and delivery arrangements to ensure timely and cost-effective distribution.
• Oversee stock transfers, returns, loan units, and replacement units with proper documentation.

3. Service and After-Sales Support Coordination

• Coordinate operational support for machine installation, maintenance schedules, preventive maintenance, breakdown service, and technical team deployment.
• Work with engineering and service teams to ensure customer issues are attended to promptly and professionally.
• Monitor service records, job completion status, and equipment movement.
• Ensure proper operational planning for spare parts availability and service turnaround time.

4. SOP, Internal Control and Compliance

• Develop, implement, and maintain operational SOPs, policies, and work instructions.
• Ensure all operational documentation is complete, organized, and audit-ready.
• Strengthen internal controls over stock movement, asset handling, delivery, and service-related documentation.
• Ensure operations comply with company policies, quality standards, and applicable regulatory requirements.
• Support internal and external audits by providing accurate records and operational documentation.

5. Cross-Department Coordination

• Work closely with Sales, Finance, Regulatory, Customer Service, and Technical teams to ensure smooth end-to-end operations.
• Support sales activities by ensuring readiness of stock, demo units, supporting documents, and timely fulfilment of customer requirements.
• Coordinate with Finance on billing-related operational documents, delivery confirmations, stock reconciliation, and asset records.
• Liaise with Regulatory or relevant stakeholders to ensure operational handling aligns with applicable requirements for medical or aesthetic devices.

6. Team Leadership and People Management

• Lead, supervise, and coach the operations team, including warehouse, logistics, admin, and other supporting staff.
• Set clear responsibilities, performance expectations, and KPIs for the team.
• Monitor staff discipline, productivity, attendance, and work quality.
• Provide training and guidance to ensure team members understand processes and perform their duties effectively.
• Foster teamwork, accountability, and a service-oriented working culture.

7. Planning, Reporting and Continuous Improvement

• Prepare operational reports, analysis, and updates for management review.
• Track KPIs such as delivery turnaround time, stock accuracy, service response time, and operational efficiency.
• Review operational costs and recommend improvement measures to control expenses.
• Participate in business process improvement, system implementation, and automation initiatives where applicable.
• Support management in strategic planning related to operations expansion, warehousing, service support, and process enhancement.