Job Description: Pharmacy Operations Head
1. Role Overview
The Pharmacy Operations Head will lead end-to-end pharmacy operations across the hospital, ensuring excellence in revenue performance, patient experience, regulatory compliance, and operational efficiency. The role demands strong commercial acumen, deep clinical understanding, and proven capability in managing large, multi-unit pharmacy setups.
2. Key Responsibilities
A. Sales Leadership & Revenue Growth
- Own and achieve monthly and annual pharmacy revenue targets.
- Drive prescription capture, upselling of clinical essentials, and customer retention initiatives.
- Develop and execute sales playbooks aligned with global retail pharmacy standards.
- Implement performance dashboards (ATP, basket size, refill adherence) for daily monitoring.
- Design promotional campaigns, chronic therapy programs, and membership/loyalty plans to boost repeat business.
B. Operational Excellence & Process Optimization
- Redesign workflows to improve TAT, reduce dispensing errors, and enhance service efficiency.
- Standardize SOPs across dispensing, billing, insurance, returns, and escalation management.
- Implement global best practices in queue management, stocking, replenishment, and automation.
- Lead digitization efforts: e-prescriptions, dashboards, automated reorder tools, and HIS/EMR integration.
- Ensure consistent OTIF (On-Time-In-Full) delivery, especially during peak hours.
C. Patient Experience & Customer-Centricity
- Build a service culture benchmarked against leading global pharmacy chains.
- Develop SOPs for counselling, upselling approved products, chronic patient engagement, and health education.
- Track NPS, TAT for grievance resolution, and ensure SLAs are consistently met.
- Conduct staff training on communication, empathy, and patient-first behavior.
D. People Leadership & Capability Development
- Lead, mentor, and develop a high-performing team of pharmacists, supervisors, and technicians.
- Establish a performance-driven culture with KPIs linked to sales, accuracy, turnaround, and CX metrics.
- Drive structured capability-building programs and succession planning.
E. Compliance, Governance & Quality Assurance
- Ensure adherence to the Drug & Cosmetics Act, NABH guidelines, and all statutory regulations.
- Strengthen SOPs around storage, expiry control, temperature logs, and controlled drugs management.
- Lead internal audits, quality improvement initiatives, and readiness for regulatory inspections.
- Conduct RCA and risk assessments for medication errors, near-misses, and compliance gaps.
F. Inventory, Procurement & Cost Optimization
- Lead inventory planning, vendor management, and procurement operations.
- Improve forecasting accuracy, reduce non-moving items, and enhance stock turnover ratios.
- Negotiate for optimized margins, credit terms, and strategic sourcing alliances.
- Use data analytics to improve stock mix and minimize pilferage, wastage, and expiries.
G. Cross-Functional Collaboration
- Partner with Medical, Nursing, Supply Chain, Finance, IT, and Quality to ensure integrated pharmacy performance.
- Work with clinicians on formulary decisions, antibiotic stewardship, and chronic therapy adherence programs.
- Collaborate with corporate leadership on pharmacy expansion, new store rollouts, and digital pharmacy initiatives.
3. Key Performance Indicators (KPIs)
- OP Pharmacy Revenue Achievement
- Patient Footfall & Average Basket Value
- Dispensing TAT & Wait Time
- Error Rate & Audit Compliance Scores
- Inventory Turnover, Expiry %, and Wastage %
- NPS & Patient Satisfaction Index
- Staff Productivity, Capability & Retention
4. Qualifications & Experience
Education
- B.Pharm / M.Pharm / PharmD
Experience
- 1218 years of experience in hospital or retail pharmacy operations
- Minimum 57 years of leadership experience managing multi-unit or large-format pharmacy operations
- Proven success in driving revenue, operational efficiency, and customer experience improvements
Competencies
- Strong commercial and analytical acumen with P&L orientation
- Deep knowledge of clinical pharmacy standards and regulatory requirements
- Strong leadership presence, team development, and coaching skills
- Excellent communication and stakeholder management
- High agility, innovation mindset, and comfort with digital tools
5. Working Conditions
- Full-time on-site leadership role
- Presence required during peak OPD hours
