JOB DESCRIPTION

Operations Manager

Company: Le Meur Aesthetics

Work Setup: Full-time | Onsite (Head Office + Branch Visits)

6days work week (10-7pm)

Reports To: CEO / Founder

Direct Reports: Clinic Supervisors, Branch Managers, Front Office Leads, CSR Leads

Role Purpose

The Operations Manager is responsible for end-to-end clinic operations, ensuring that all branches operate in full compliance with company SOPs, service standards, and financial controls. This role acts as the CEO’s operational arm, translating strategy into disciplined daily execution.

Key Responsibilities

1. Clinic Operations Oversight

• Ensure smooth daily operations across all Le Meur Aesthetics branches

• Enforce strict adherence to SOPs (front desk, treatment flow, client handling, closing procedures)

• Monitor clinic readiness daily (staffing, equipment, consumables, cleanliness)

• Conduct regular branch visits and surprise audits

2. People & Performance Management

• Supervise Clinic Supervisors and Branch Managers

• Ensure proper manpower scheduling and attendance control

• Identify performance gaps and recommend corrective actions

• Coordinate with HR on NTEs, disciplinary actions, and performance improvement plans

• Ensure continuous staff training and SOP refreshers

3. Client Experience & Service Quality

• Ensure premium, consistent client experience across all branches

• Monitor client complaints, escalations, and resolutions

• Ensure real-time updates on client arrivals, delays, and service flow

• Work with CSRs and front desk to maintain fast inquiry response times (Meta, Instagram, Jotform)

4. Inventory & Asset Control

• Oversee inventory usage, replenishment, and wastage control

• Ensure proper coordination with Inventory Lead and Finance

• Enforce machine usage protocols and asset accountability

• Review consumption reports and flag discrepancies

5. Sales & Revenue Support

• Support branch-level sales execution and promo implementation

• Ensure staff understand packages, pricing, and promotions

• Track daily branch performance and submit reports to the CEO

• Identify operational bottlenecks affecting revenue

6. Compliance & Risk Management

• Ensure compliance with DOH, FDA, and internal clinic standards

• Coordinate with Legal Counsel during branch visits when required

• Prevent operational lapses, negligence, or misconduct

Reports & KPIs

• Daily Operations Report (attendance, incidents, issues)

• Weekly Branch Performance Report

• Client Experience & Complaint Summary

• Inventory & Operational Risk Report

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or related field

• Minimum 5 years operations management experience, preferably in clinics, hospitals, or luxury service businesses

• Strong leadership, discipline, and decision-making skills

• Excellent organizational and reporting capability

• High integrity and ability to work under pressure

• Willing to be fully onsite and travel between branches