Manager Pharmacy Operations

Company Overview

Sir H. N. Reliance Foundation Hospital & Research Centre is a 345-bed, multi-speciality tertiary care hospital headquartered in Mumbai, Maharashtra. The hospital is renowned for international standards in healthcare, advanced technology, and a strong commitment to patient care within the Hospitals and Health Care industry.

Job Title: Manager Pharmacy Operations

Location: Reliance Foundation Hospital, Mumbai

Reports To: Head of Department

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

Coverage: Hospital-wide pharmacy retail operations

1. Purpose of the Role

To manage end-to-end operations of the hospitals retail pharmacy outlet, ensuring efficient stock management, regulatory compliance, customer satisfaction, and team performance. The role is critical in maintaining uninterrupted availability of pharmacy products, enhancing patient experience, and aligning retail practices with hospital standards.

2. Key Responsibilities & Accountabilities

A. Sales & 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.

B. Retail Pharmacy Operations

• Oversee daily operations of the pharmacy retail outlet including prescription and OTC sales.
• Ensure availability of all essential medicines, wellness products, and consumables.
• Coordinate receipt, inspection, binning, preservation, and issuance of pharmacy stock.
• Maintain visual merchandising standards and ensure product visibility and accessibility.
• Monitor expiry dates, batch tracking, and cold chain compliance for sensitive items.
• Ensure proper documentation and transaction entries (GRN, MRR, UD, stock transfers).
• Scrutinize returns, replacements, and disposal of expired or damaged stock as per SOPs.
• Maintain safety, hygiene, and infection control standards in the pharmacy area.

C. Guest Relations & Customer Experience

• Interface with patients, attendants, and hospital staff to understand and meet pharmacy needs.
• Ensure courteous and professional service delivery at the pharmacy counter.
• Resolve customer queries and complaints promptly and empathetically.
• Drive initiatives to improve customer satisfaction and service ratings.

D. Inventory & Supply Chain Management

• Monitor stock levels and ensure zero stock-outs or overstocking.
• Conduct regular audits and maintain inventory accuracy (physical vs. system).
• Coordinate with vendors and procurement teams for timely replenishment.
• Track and manage repair/refurbishment items and internal logistics.

E. 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.

F. Financial Management

• Minimize revenue loss due to non-availability, expired, or surplus inventory.
• Plan and implement cost optimization strategies without compromising quality.
• Ensure compliance with statutory regulations and internal/external audits.

G. Team Management

• Lead and manage pharmacy staff including pharmacists and support personnel.
• Set performance goals and conduct regular reviews.
• Facilitate training on product knowledge, SOPs, and customer service.
• Ensure coverage and continuity during staff absences.

H. Prescription Management, Quality & Compliance

• Verify prescriptions for authenticity, dosage, and potential drug interactions.
• Ensure compliance with pharmacy laws and regulations (Drugs & Cosmetics Act, Pharmacy Act, NDPS, etc. in India).
• Maintain accurate prescription records and digital logs.
• Implement quality programs and participate in continuous improvement initiatives.
• Conduct QA/QC audits and ensure adherence to hospital and regulatory protocols.
• Ensure compliance with accreditation standards (NABH, JCI, etc.).
• Participate in infection control campaigns and awareness sessions.

I. Innovation & Process Improvement

• Stay updated on retail pharmacy trends, new products, and technologies.
• Identify areas for process improvement and automation.
• Collaborate with clinical departments to enhance pharmacy offerings.

3. Education & Experience

Educational Qualifications:

• Mandatory: B.Pharm / D.Pharm
• Preferred: MBA / PG Diploma in Retail or Healthcare Management
• Desirable: Certification in Drug Handling, Cold Chain Management

Relevant Experience:

• Mandatory: Minimum 7 years in pharmacy retail, with at least 35 years in a leadership role at chains like Apollo Pharmacy, Noble Plus, MedPlus, etc.
• Preferred: Experience in hospital-based pharmacy retail operations

4. Functional & Behavioural Competencies

Functional Competencies

• Pharmacy inventory management (categorization, analysis, forecasting)
• Retail store operations and merchandising
• Regulatory compliance (Drug & Cosmetic Act, Schedule H/X)
• SAP/HIS systems knowledge
• Cold chain and hazardous material handling
• HSEF guidelines and safety protocols

Behavioural 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