Requirements
The Operations Manager will own the full commercial execution chain from quotation through order, delivery, and invoicing, focusing on compressing the cash conversion cycle. Key responsibilities include managing the complete order lifecycle end-to-end, driving on-time delivery, ensuring all operations are executed through the ERP/CRM system, and coordinating effectively between Sales, Operations, Supply Chain, Warehouse, DRA, Service, and Finance. The role requires resolving operational issues, providing weekly reports, and leading continuous improvement initiatives.
Description
The Operations Manager owns the full commercial execution chain at EGMED — from quotation through order, delivery, and invoicing, and is accountable for compressing the cash conversion cycle by fixing the workflows, ownership, and KPIs that govern every hand-off along that chain. The role makes Sales, Operations, Supply Chain, Warehouse, DRA (Regulatory), Service, and Finance work from one agreed workflow and one data source, so that lead time is reduced, collection hand-offs are cleaner, cash conversion improves, and missed opportunities caused by operational delay are minimized. This is a system-first role: every transaction is expected to move through EGMED's ERP/CRM with no reliance on WhatsApp or email shortcuts, and the Operations Manager is personally accountable for closing the gap wherever operations still depend on off-system workarounds.Key Responsibilities Full-Cycle Order Execution (Quotation → Order → Delivery → Invoicing) Own and manage the complete order lifecycle end to end, from quotation and order entry through delivery, proof of delivery, and final invoicing. Baseline and continuously track the Order-to-Cash cycle by stage (order validation, stock/regulatory check, picking, delivery, invoicing, POD, collection hand-off), removing recurring bottlenecks. Drive on-time delivery performance for medical equipment orders through daily dispatch and pending-delivery review. System Discipline & Process Compliance Ensure all operations are executed through EGMED's ERP/CRM system, with no reliance on WhatsApp or email shortcuts for order, delivery, or invoicing status. Define and enforce mandatory system fields for order status, delivery status, invoicing readiness, and customer blockers; audit data quality monthly. Close recurring documentation gaps at the source — missing device details, supplier forms (e.g., CPQ / DRS / ODS), quotation references, and approval trails — that currently trigger rework and delay. Cross-Functional Coordination Coordinate between Sales, Supply Chain, Warehouse, DRA, Service, and Finance to ensure smooth execution — for example, aligning stock availability with confirmed sales demand and ensuring invoicing follows promptly after delivery. Publish and maintain a clear RACI for the Order-to-Cash chain, with one shared issue log and a standing weekly blocker review. Extend standardized checklists and KPI structures across Order Processing, Coordinator, Warehouse, and Distribution teams. Operational Issue Resolution & Escalation Act as first line of resolution for delayed shipments, missing items, and client complaints before escalation to the VP.Maintain a single escalation tracker with priority, owner, and due date; close high-priority blockers within agreed SLA. Run root-cause reviews on missed opportunities and complaint categories and implement corrective actions for the top recurring causes. Reporting & Business Excellence Governance Provide weekly reports covering operational performance, delays, and bottlenecks to the VP. Publish and maintain a weekly operations dashboard covering O2C time, delivery lead time, on-time delivery, fill rate, delayed PODs, order blockers, system usage, and aged issues. Continuous Improvement & Regulatory Readiness Lead at least three measurable process-improvement (kaizen) initiatives per year targeting lead-time reduction, documentation/rework reduction, and system usage or data quality. Run a monthly readiness review with DRA and Supply Chain covering registration status, stock availability, service readiness, and required documentation for active opportunities. Support the PR→Goods Receipt instrumentation needed to close the gap between actual and target procurement lead times.