Operations Support Manager

About the role

The Operations Support Manager will oversee all operational aspects of our retail pharmacy network in Accra. Reporting to senior leadership, the role ensures high customer‑service standards, compliance with professional and statutory requirements, and effective stock and expense control across all branches.

Key responsibilities

• Partner with branch managers to develop solutions for business issues and opportunities.
• Verify execution of merchandising initiatives and validate pricing accuracy and promotional activities.
• Control expenses, manage profit/loss statements and investigate branch losses, including staff interviews.
• Shape workforce culture, recruit and hire branch staff in partnership with HR, and support staffing decisions and retention.
• Schedule and ensure appropriate trained personnel cover branch and dispatch operations 24/7, 365 days a year.
• Develop succession plans, communication mechanisms and a unified management team focused on business requirements.
• Provide input for performance reviews and maintain a safe, positive, productive work environment.
• Identify and address building maintenance and safety concerns to protect the brand.
• Work with Quality and Audit teams to develop SOPs, ensure loss‑prevention compliance, and respond to incidents and investigations.
• Support continuous improvement activities and ensure compliance with all statutory and professional requirements of a registered retail pharmacy business.
• Oversee counter prescribing, medicines protocol implementation and prescription processing in line with legislation and company policy.
• Maintain confidentiality of customer and colleague information in accordance with the Data Protection Act.

Required profile

• Proven experience in retail or pharmacy operations management.
• Strong ability to partner with branch managers and HR to recruit, train and retain staff.
• Experience conducting loss investigations and managing expense control.
• Knowledge of statutory and professional requirements for a registered retail pharmacy.
• Ability to develop and implement SOPs, succession plans and effective communication channels.
• Commitment to high standards of customer service, safety and confidentiality.

Required skills