Unit In Charge – Operations

1. People Excellence

Champion a High-Performance Culture

• Lead, coach, and develop pharmacy teams to achieve individual and store performance goals.
• Drive employee engagement, productivity, and accountability across the store.
• Ensure grooming, conduct, and service standards are maintained at all times.
• Complete onboarding, training, probation reviews, and competency assessments for all applicable team members.
• Build a customer-focused and collaborative work environment.
• Identify and nurture future leaders within the team.

Key Success Measures

• 70% of team members achieving 100% or more of assigned targets.
• 100% adherence to grooming and service standards.
• 100% completion of training manuals and probation requirements.

2. Service Excellence

Drive Customer Experience & Brand Standards

• Deliver an exceptional customer experience across all touchpoints.
• Improve customer loyalty through proactive service and personalized engagement.
• Ensure adherence to Aster service protocols and customer care standards.
• Drive positive customer feedback and Google review generation.
• Maintain store readiness for Mystery Shopping and service audits.

Key Success Measures

• NPS target achievement.
• Mystery Shopping Score ≥ 85%.
• Growth in Google reviews as per annual target.
• Consistent delivery of Aster brand standards.

3. Product & Process Excellence

Inventory Management & Compliance

• Ensure optimal stock availability and efficient inventory management.
• Monitor stock movement, expiry management, shrinkage control, and replenishment planning.
• Drive Category A product availability above required benchmarks.
• Ensure regulatory, quality, and operational compliance standards are maintained.
• Minimize eRx leakage and prescription processing errors.
• Conduct regular store audits and corrective action planning.

Key Success Measures

• Category A availability >95%.
• Reduction in inventory expiry losses.
• eRx leakage maintained within approved limits.
• LP Score >86%.
• QC Compliance >75%.

4. Technology, Digital Health & Innovation

Drive Digital Adoption

• Promote MyAster, digital ordering, and omnichannel customer engagement.
• Ensure timely processing and fulfilment of online, aggregator, and express orders.
• Leverage D365 and digital dashboards to monitor store performance.
• Support automation initiatives and process improvements.

Key Success Measures

• Aggregator cancellations maintained below target.
• Orders packed and ready within stipulated turnaround times.
• Growth in digital transactions and platform adoption.

5. Brand Equity

Build Strong Community & Customer Loyalty

• Promote MyWellth membership enrollment and customer retention initiatives.
• Drive home delivery utilization and repeat customer engagement.
• Ensure consistent representation of Aster's brand values within the community.
• Execute local marketing and promotional initiatives.

Key Success Measures

• MyWellth participation targets achieved.
• Home delivery growth achieved as per annual plan.
• Increased customer retention and repeat business.

6. Sustainability & Community Connect

Support ESG & Community Initiatives

• Participate in and organize community healthcare awareness activities.
• Support Aster CSR, ESG, and volunteer programs.
• Build partnerships and community engagement opportunities within the local market.

Key Success Measures

• Minimum one community outreach activity, campaign, or partnership per quarter.
• Active participation in Aster sustainability and community initiatives.

7. Business Performance

Drive Revenue & Profitability Growth

• Own end-to-end store P&L performance.
• Deliver revenue, AIB, non-AIB, and profitability targets.
• Drive growth in prescription and non-prescription categories.
• Ensure achievement of sales targets through effective team performance and customer engagement.
• Increase beauty care, wellness, and non-pharma product contribution.
• Monitor daily KPIs and implement action plans to close performance gaps.

Key Success Measures

• 100% achievement of store revenue targets.
• 100% achievement of AIB and Non-AIB targets.
• Growth in non-pharma sales contribution.
• Growth in beauty care and wellness category sales.
• 70% of staff achieving AIB targets.