Veterinary Operations Executive

• Track retail sales performance and work closely with teams to ensure alignment with business goals.
• Assist in steering the workforce by leveraging sales reports and revenue analysis to identify trends and recommend solutions to improve financial outcomes.
• Customer Service & Client Satisfaction:
  • Ensure high standards of customer service are maintained across all touchpoints, and that the clinic environment remains clean and welcoming for a positive customer experience.
  • Promptly and effectively address client complaints regarding non-clinical issues, conducting investigations and implementing corrective actions.
  • Maintain positive client relationships, ensuring high level of client satisfaction and trust.
• Visual Merchandising & Promotions:
  • Maintain high standards in visual merchandising and store displays.
  • Collaborate with the marketing team to coordinate promotions, events, and campaigns to drive customer engagement.
• Inventory & Stock Management:
  • Monitor inventory levels to prevent overstocking or stock shortages, ensuring accurate replenishment.
  • Identify slow-moving or obsolete stock and initiate transfers to other clinics or the warehouse to minimize inventory write-offs.
  • Collaborate with relevant departments to address ad-hoc delivery or stock issues, optimizing inventory levels and ensuring efficient fulfilment of operational requirements.
  • Conduct First-In First-Out (FIFO), periodic cycle counts and expiry date checks to maintain stock accuracy and cost-effectiveness.
• Compliance & Regulatory Adherence:
  • Ensure compliance with relevant laws and regulations, including veterinary legislation and council directives.
  • Ensure compliance with Standard Operating Procedures (SOP) or guidelines, and collaborate with MVO for process enhancement.
  • Participate in conducting scoreboards and audits as assigned by MVO to ensure operational excellence.
• Credit & Financial Management:
  • Aid in monitoring client credit to minimize outstanding debts and managing special accounts, ensuring detailed records are kept for timely follow-up on payments.
  • Collaborate with MVO to support financial discipline and cost-effectiveness throughout operations.
• Maintain effective communication channels across all levels of the workforce to ensure seamless information flow.
• Conduct regular clinic visits, communicate with staff, and resolve urgent operational issues promptly.
• Collaborate with Retail teams to align operations and prevent communication breakdowns across different business entities.
• Team Development & Performance Management:
  • Assist in training and developing paraprofessionals to improve productivity and performance.
  • Provide guidance, counselling, and support to paraprofessionals, fostering a disciplined work environment and encouraging continuous professional development.
  • Facilitate the dissemination of Key Performance Indicator (KPIs) and motivate workforce for continuous improvement and excellence.
  • Assist with performance appraisals and support career growth initiatives for paraprofessionals.
• Scheduling & Workflow Coordination:
  • Coordinate scheduling and workflow across assigned clinics to ensure smooth operations, particularly during peak periods.
  • Proactively address scheduling issues and escalate unresolved matters to the MVO for resolution, maintaining operational efficiency.
  • Provide support during manpower shortages or spikes in demand to ensure uninterrupted service delivery.
• Operational Efficiency & Strategy Implementation:
  • Contribute to the development and execution of strategies aimed at enhancing operational efficiency, fostering a culture of continuous improvement.
  • Collaborate to identify opportunities for organizational growth and service enhancement, actively supporting their implementation.
• Grooming Service Delivery:
  • Oversee grooming operations, including appointments, staff scheduling, training coordination, and equipment maintenance.
  • Coordinate with Grooming Associate for daily operational issue and ensure consistency in grooming service delivery across assigned clinics.
• Additional Responsibilities:
  • Verify and approve clinic requisitions for miscellaneous items, including petty cash claims, ensuring accuracy and compliance with operational guidelines.
  • Perform any other duties as assigned to support smooth operation of the clinics.

QUALIFICATION & SKILLS

• Diploma or higher in business or operations management, or related field.
• SPM holder with extensive experience in managing chain stores will be considered.
• Prior experience in operations management, preferably in a veterinary or healthcare setting.
• Strong organizational and problem-solving skills with the ability to handle multiple tasks and prioritize effectively.
• Excellent communication and interpersonal skills for team collaboration and client interaction.
• Ability to support and motivate staff while driving performance improvements.
• Understanding of inventory management and stock control.
• Knowledge of compliance requirements and operational best practices.
• Proficient in using Microsoft Office Suite (Excel, Word, PowerPoint).
• Ability to work under pressure in a fast-paced, team-oriented environment, and adapt to changing priorities.