Specific Attributes

Organisation: Health and Wellness Clinic

The Operations & Process Manager will oversee daily operations and ensure the
development, implementation, and compliance with Standard Operating Procedures (SOPs) across all outlets and franchises of Healthy Home. This role focuses on optimizing workflows, maintaining service quality, and driving process improvements to enhance operational efficiency and customer satisfaction.

Key Competencies
1. Leadership Skills:
? Strong leadership and team management abilities to guide branch managers and
staff.
? Ability to foster collaboration and promote a positive work culture.
2. Problem-Solving:
? Analytical mindset to identify inefficiencies and implement process
improvements.
? Conflict resolution skills for addressing staff and customer concerns.
3. Communication Skills:
? Excellent written and verbal communication for effective reporting and training.
? Ability to liaise with stakeholders, suppliers, and franchise partners.
4. Adaptability:
? Willingness to work in a dynamic environment and adapt to evolving business
needs.
? Commitment to staying updated on industry trends and best practices

Responsibilities

• Design and document Standard Operating Procedures (SOPs) for all operational aspects, including customer service, inventory, hygiene, and service delivery.
• Collaborate with department heads to ensure SOPs are aligned with company objectives and industry standards.
• Regularly review and update SOPs to adapt to evolving needs and best practices.

• Roll out SOPs across all branches and franchises, ensuring clarity and adoption.
• Organize training sessions and workshops for staff to understand and implement SOPs effectively.
• Develop a feedback mechanism to address challenges faced during SOP implementation.

• Manage day-to-day operations, ensuring smooth execution of services across outlets.
• Monitor service quality, staff performance, and customer satisfaction.
• Identify and resolve operational bottlenecks or inefficiencies.

• Analyze workflows and processes to identify areas for improvement.
• Implement automation tools, software, or other solutions to streamline operations.
• Measure and report on the success of process improvements in terms of time, cost, and customer satisfaction.

• Conduct regular audits of operations and SOP adherence across outlets and franchises.
• Ensure compliance with hygiene, safety, and legal standards.
• Address deviations through corrective actions or additional training.

• Work closely with the Inventory Manager to manage stock levels, procurement, and wastage.
• Ensure that outlets receive supplies on time and maintain accurate records.

• Prepare monthly operational and process efficiency reports for the COO or CEO.
• Collaborate with branch managers to ensure consistent communication and problem-solving.
• Act as a liaison between branches, franchises, and the central management team.

• Handle escalated customer complaints and ensure swift resolution.
• Implement initiatives to improve the overall customer experience.

• Supervise branch managers and guide them in achieving operational goals.
• Foster a culture of collaboration and continuous improvement among staff.
• Lead by example in adopting and promoting SOPs and company values.

Experience

1. Operational Experience:

• 5+ years in operations management, preferably in the health, wellness, or service-based industry.
• Proven track record in managing day-to-day operations, streamlining processes, and improving service delivery.
• Hands-on experience in handling grievances, workforce planning, and employee engagement initiatives.

2. Industry Knowledge:

• Familiarity with the health and wellness industry, customer service standards,
• and inventory management.
• Experience managing multi-branch or franchise-based operations is a plus.

Education

Masters preferred