Manager Retail Operations

Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a 345-bed, multi-speciality tertiary care hospital in Mumbai, renowned for excellence in Cardiac Sciences, Oncology, Neuro Sciences, and more. With top-tier technology, international standards, and a foundation rooted in service, the hospital leads in compassionate, innovative healthcare delivery.

Job Title: Manager Retail Operations

Location: Reliance Foundation Hospital, Mumbai

Coverage: Hospital-wide retail operations

Working Conditions: On-site, retail outlet within hospital premises; 6 days work week

Reporting to: Head of Department

1. Purpose of the Role

To lead and manage the hospitals healthcare retail outlet, ensuring seamless operations, optimal inventory management, and exceptional customer service. The role is critical in maintaining product availability, driving sales, and aligning retail practices with hospital standards and patient-centric values.

2. Key Responsibilities & Accountabilities

A. Service Operations

• Manage day-to-day operations of the healthcare retail outlet.
• Ensure availability of the right products (medical, wellness, personal care) as per user requirements.
• Oversee receipt, inspection, binning, preservation, and issuance of materials.
• Maintain safety standards and a clean, organized store environment.
• Coordinate internal logistics for material handling and delivery.
• Scrutinize issue, return, and stock transfer transactions.
• Monitor timely collection and disposal of expired or scrap materials per SOPs.
• Drive adherence to departmental, HSEF, and legal compliance standards.

B. Sales and Business Growth

• Promote high-value OTC, wellness, skincare, and nutrition products.
• Meet monthly sales targets and contribute to store profitability.
• Support cross-selling (e.g., vitamins with prescriptions, skincare with dermatology medicines).
• Provide inputs on customer trends and new product demand
• Interface regularly with end-users (patients, staff, visitors) to understand and meet their retail needs.
• Ensure timely delivery and availability of products to enhance internal customer satisfaction.
• Maintain high levels of service quality and responsiveness.

C. Quality & Compliance

• Ensure compliance with pharmacy laws and regulations (Drugs & Cosmetics Act, Pharmacy Act, NDPS, etc. in India).
• Maintain accurate prescription records and digital logs.
• Implement and monitor quality programs for continuous improvement.
• Conduct periodic QA/QC audits to ensure adherence to protocols.
• Ensure compliance with national and international accreditation standards.
• Address quality issues with vendors and manage rejection protocols.
• Participate in infection control and prevention initiatives.

D. Technology & Digital Systems

• Use pharmacy software (ERP/POS) for billing, stock tracking, and e-prescriptions.
• Manage QR code-based patient engagement tools (dosage videos, expiry alerts, etc.).
• Support online order processing and home delivery services.

E. Financial Management

• Plan and implement cost reduction strategies without compromising quality.
• Introduce substitute products where feasible.
• Ensure compliance with statutory regulations and audit requirements.
• Monitor and control revenue loss due to non-availability, obsolete, or surplus inventory.

F. People Management

• Set performance goals for team members and drive excellence.
• Ensure training and skill development as per schedule.
• Provide coverage during staff absences and maintain operational continuity.
• Foster a culture of accountability, teamwork, and respect.

G. Innovation & Research

• Stay abreast of retail trends, especially in healthcare and wellness.
• Identify and recommend process improvements and automation opportunities.
• Collaborate with clinical departments to enhance retail offerings.

3. Education & Experience

Educational Qualifications:

• Mandatory: Graduate
• Preferred: Diploma/PG in Retail Management or Materials Management/MBA any discipline
• Desirable: Knowledge of handling hazardous materials

Relevant Experience:

• Mandatory: Minimum 7 years in retail, with at least 35 years in premium retail brands (e.g., Tira, Nykaa, Sephora)
• Preferred: Experience in healthcare or wellness retail, especially in tertiary care hospitals

4. Functional & Behavioural Competencies

Functional Competencies

• Inventory management (categorization, analysis, forecasting)
• Warehouse and retail store operations
• Material disposal and expiry control
• SAP/HIS systems knowledge
• Visual merchandising and customer engagement
• Knowledge of product handling (toxicity, fragility, contamination, etc.)
• HSEF guidelines and compliance

Behavioral Competencies

• Patient-first mindset
• Managerial and interpersonal skills
• Accountability and integrity
• Teamwork and collaboration
• Adaptability and innovation
• Core HNH Values: Patient First, Excellence, Accountability, Respect, Teamwork, Integrity