Chief Operating Officer

Responsibilities:

• Oversee day-to-day operations across all business units and all service divisions.
• Develop and implement operational strategies aligned with the company's vision and market demands.
• Establish and monitor performance metrics for each business unit and service line.
• Manage and optimize supply chain operations for beauty products, pharmaceuticals, and retail merchandise, and all other divisions.
• Ensure compliance with regulatory requirements specific to beauty services and pharmaceutical operations.
• Lead and develop branch managers and operational team members across all locations.
• Collaborate with the CFO to align operational initiatives with financial goals and budgetary constraints.
• Drive continuous improvement initiatives to enhance service delivery and customer experience.
• Implement standardized operating procedures to maintain consistency across branches.
• Analyze operational data to identify trends, challenges, and growth opportunities.
• Manage vendor relationships and negotiate contracts to optimize operational costs.
• Oversee inventory management systems to prevent stockouts while minimising excess inventory.
• Lead expansion projects for new branches and service line extensions.

Requirements:

• Bachelor's, MSc. degree in Business Administration, Operations Management, or related field (MBA preferred).
• Certification in Lean Six Sigma, PMP, or other operational excellence frameworks.
• Minimum 8 years in operations management, with at least 4 years in a senior executive role, preferably in an FMCG environment and multi-branch or multi-service organizations
• Advanced proficiency in business management software and enterprise resource planning (ERP) systems
• Expert-level strategic planning, business development, and organizational management skills across multiple service verticals
• Exceptional time management abilities with proven capability to coordinate operations across multiple business units and locations
• Meticulous attention to operational details while maintaining strategic oversight of a multi-service business model
• Customer experience management and service excellence orientation across wellness, healthcare, and retail segments
• Outstanding verbal and written communication skills, executive reporting, and stakeholder presentation abilities
• Negotiation and contract management expertise for supplier relationships and strategic partnerships
• High level of business integrity, confidentiality, and ethical leadership with emphasis on pharmaceutical regulatory compliance
• Exceptional strategic planning and crisis management skills, with the ability to maintain composure and make sound decisions under pressure
• Ability to build and maintain professional relationships with diverse stakeholders, including executives, staff, customers, vendors, and regulatory bodies
• Leadership skills to work effectively in complex organizational environments and drive cross-functional collaboration
•  Knowledge of regulatory requirements for pharmaceutical operations and beauty service industries
• Understanding of inventory management, supply chain optimization, and vendor relationship management
• Financial acumen, including budgeting, cost control, and profitability analysis across multiple revenue streams
• Change management and organizational development expertise with proven ability to lead expansion initiatives.

Expected Results:

•  Improved operational efficiency and service delivery across all branches.
• Standardized processes that maintain quality while supporting scalability.
• Enhanced customer satisfaction and retention across all service lines.
• Optimized resource allocation between branches and service categories.
• Successful implementation of growth initiatives and expansion projects.
• Development of high-performing operational teams and branch leadership.
• Effective integration of new service offerings and technologies.
• Compliance with industry regulations and quality standards.

Key Performance Indicators:

• Operational efficiency metrics (service delivery times, throughput, resource utilization).
• Sustained delivery of high-quality services reflected in client retention and operational feedback across service lines.
• Branch performance against established KPIs and growth targets.
• Effectiveness in translating strategic goals into executable operational plans across the enterprise.
• Optimization of inventory turnover ratio and reduction in stockout frequency to ensure service continuity and cost efficiency.
• Implementation rate of process improvements and innovation initiatives.
• Quality assurance metrics for beauty services and pharmaceutical operations.
• Growth in service utilization and cross-selling between service lines.
• Speed and quality of new branch openings and service line expansions.
• Regulatory compliance record and audit results.
• Supply chain effectiveness and vendor performance metrics.