This role is responsible for overseeing and managing all activities and operations within the branch, including medical, boarding, and grooming facilities. The position focuses on ensuring the well-being of the branch and driving it towards achieving its operational goals.

Responsibilities

1. Branch Sales 

• Present the monthly Veterinary Performance Report to branch veterinarians.
• Propose marketing initiatives to the Senior Operations Manager to enhance branch sales.
• Implement approved marketing initiatives within the branch.
• Periodically assess branch sales, identify slow-moving or non-moving products, and recommend strategies for improvement.
• Conduct competitive analysis and present findings to the Senior Operations Manager.

2. Team Management

• Conduct departmental meetings at least once a month.
• Monitor and evaluate team performance and progress toward goals, tracking key performance indicators (KPIs), milestones, and deadlines. Provide feedback and necessary adjustments.
• Identify team members' training needs for skill development.
• Onboard and orient new team members.

3. Facilities Management 

• Approve and manage team members' leave requests.
• Regularly monitor the cleanliness and maintenance of facilities and equipment.
• Coordinate with the Purchasing & Warehouse Manager to enforce Preventive Maintenance Schedules (PMS) for all equipment and machines.
• Liaise with suppliers for repairs and minor branch improvements.
• Basic knowledge of medical and non-medical equipment

4. Customer Satisfaction 

• Drive front-line staff to deliver exceptional customer service and meet customer satisfaction targets.
• Handle escalated customer complaints and concerns, ensuring timely and effective resolution.
• Report significant customer complaints and issues to the Senior Operations Manager for further attention.

5. Business Continuity Planning

• Report and coordinate with the Senior Operations Manager and partners regarding any business disruptions to ensure continuity.
• Communicate with appropriate government and private agencies during emergencies to address business disruptions.
• Assist affected employees in collaboration with HR.
• Request staff reinforcement from other branches during periods of manpower shortage.

6. Budget Planning

• Identify operational and capital expenses, and implement cost efficiency measures for branch budget planning.
• Prepare the annual Budget Report and submit it to the Senior Operations Manager for review and approval.
• Knowledgeable in budget forecasting and proficiency in MS Office Tools

7. Compliance 

• Collaborate with the Admin Supervisor and Finance & Accounting Department to complete operational and quality standards/assurance permits and accreditations from government and private agencies.

8. Administrative Tasks

• Prepare the bi-weekly Professional Fee & Incentive Computation and submit it to the Finance Manager for review and processing.
• Prepare and submit the monthly Vets' KPI Report to the Senior Operations Manager for review.
• Disseminate announcements, memos, and other communications to all branch personnel.
• Ensure the acknowledgment and implementation of all key policies and procedures within the branch.
• Coordinate with HR to address any employee concerns, including payout disputes, HMO use, and other related issues.
• Attend weekly Steerco Meetings to discuss and update any branch concerns.

Required Experience

• Professional Experience: Minimum of 8 years in operations management, with experience in healthcare, pharmaceutical, or restaurant sectors.
• Leadership Experience: At least 3 years in a leadership role.

Education

• Bachelor’s degree in any field.

Other Requirements

• Willingness to Travel Locally: Open to branch visits with reimbursement options available.
• Interest in Animals: A passion for pets or experience in the animal industry is preferred, including familiarity with the associated smells and sights.