Franchise and Operation Manager

Job Description

Location: Corporate Office, Tangal

Qualification: Bachelors or Masters in Business Studies/Management

Experience: 2 to 5 Years work Experience in Franchise Companies

Key Responsibilities

• Operational Management
• Oversee daily operations across all laboratory branches ensuring smooth functioning.
• Coordinate interdepartmental activities to minimize delays and operational bottlenecks.
• Manage and maintenance Electrical, IT Systems, and office infrastructure.
• Oversee insurance status and renewals for lab equipment and physical infrastructure.
• Ensure timely processing and follow-up of insurance claims for damaged or lost assets.
• Franchise Operations Implementation
• Lead the implementation of franchise policies and operational standards in alignment with the corporate model.
• Provide onboarding support, operational training, and documentation to new franchise partners.
• Monitor franchisee performance, customer experience, and compliance with brand and quality standards.
• Serve as the primary point of contact between franchise units and the corporate office for operational matters.
• Staff Supervision and Development
• Supervise and support staff to ensure efficient day-to-day operations.
• Plan and conduct training programs related to lab techniques, quality control, customer service, software usage, and safety protocols.
• Conduct regular performance evaluations, address gaps, and coordinate with HR for skill development plans.
• Inventory and Supply Chain Management
• Centralize and oversee procurement of reagents, consumables, and office essentials across branches and franchises.
• Implement inventory control systems to minimize wastage, track usage trends, and avoid stock-outs.
• Financial Oversight
• Approve branch-level expenses within delegated financial authority and ensure accountability.
• Support finance and audit teams with operational data, justifications, and documentation during internal or external reviews.
• Reporting and Strategic Planning
• Generate and review monthly reports on operational KPIs TAT, customer satisfaction, productivity, complaint resolution, and error rates.
• Develop dashboards for performance tracking of branches, departments, and franchise units.
• Collaborate with senior management on operational strategy, automation opportunities, and digital transformation projects.
• Identify areas for continuous improvement and drive operational excellence initiatives.
• Interdepartmental and Stakeholder Coordination
• Act as a liaison between MD, branch managers, and department heads to track action items and resolve escalated issues.
• Follow up on reports submitted to the MD and ensure timely updates on key priorities.
• Escalate major operational risks or delays that impact business continuity or client satisfaction.
• Support the MD in vendor or institutional partner communications as needed.
• Project Monitoring and Implementation
• Oversee the implementation of special initiatives such as LIS integration, ISO 15189 compliance projects, automation rollouts.
• Track timelines, milestones, and outcomes of projects led or endorsed by the MD.
• Identify support gaps in execution and recommend corrective actions proactively.
• Compliance and Risk Management
• Ensure compliance with ISO 15189:2022, NABL, and national regulatory requirements across all operational units.
• Ensure physical infrastructure and operational readiness in case of emergencies for example power backup, disaster response.
• Customer Experience and Feedback
• Ensure prompt and professional handling of customer feedback, queries, and complaints.
• Collaborate with the Quality team to track root causes of operational complaints and implement corrective or preventive actions.