Position Description
POSITION DETAILS
Position Title /

PHARMACY MANAGER (NON PHARMACIST)

Reports To / Operations Manager / Date Reviewed / March 2010
POSITION CONTEXT
Position Purpose / To be fully responsible for maximising sales and profit of you Pharmacy through sound business performance management, developing long term relationships with customers and effective people development, management, and leadership of your Employees. Compliance with all government Acts and Regulations including QLD Workplace Health and Safety, ACCC compliance and QLD Fire Act and Regulations.
Key Interactions/ Relationships /
  • Partners
  • HR Business Partner
  • Operations Manager
  • Merchandise Manager
  • Head Office Employees
  • Cluster Manager
  • Pharmacy Managers
  • Supervisors
  • Pharmacy Teams
  • Warehouse Team
  • External Customers such as Representatives, etc

POSITION RESPONSIBILITIES
AREA / PERFORMANCE MEASURES
Building Working Relationships /
  • Build strong credible relationships with Employees, Partners and Senior Management of the Jadin Chemist Group Pty Ltd, acting as a coach and mentor as and when required
  • Ensure that strong relationships are built with our customers to ensure their loyalty with the Jadin Chemist Group Pty Ltd
  • To promote and maintain a positive organisational image and strong working relationships with people across the organisation

Operational Standards and Business Efficiencies /
  • Ensure that defined operational standards and dispensary housekeeping are communicated effectively, understood and actioned by Pharmacy Teams
  • Ensure quick and efficient resolution of dispensing errors and complaints in relation to prescription and service related matters

People Development /
  • Lead, coach and develop the Pharmacy team to ensure that they are able to perform their role to the required standards
  • Develop a succession plan for the whole team, ensuring Employees are adequately qualified for their position and progressing within the Company
  • Provide formal and informal training and development to team members, where applicable to the role, to maximise their potential
  • Fully responsible for ensuring the Pharmacy is maintained in order to provide a safe working/customer environment at all times, making all Employees aware of the health and safety regulations and ensuring annual health and safety training is conducted with each Employee in liaison with the Group Trainer
  • Responsible for developing a high performing multi-skilled team, capable of covering all aspects of the Pharmacy operation including dispensary and front of shop
  • Responsible for allocating time for Employees undergoing training for workbooks etc
  • Responsible for marking workbooks where appropriate and liaising with the Group Trainer for advice, support and guidance
  • Responsible for the development of Trainees whilst they are working in the Pharmacy so they are multi-skilled and operating in line with Company expectations
  • Responsible for maintaining accurate training records for all Employees within the Pharmacy

People Management /
  • Conduct Annual Performance Reviews on any Employees reporting into the role and build personal development plans which address skill gaps
  • To address employment issues raised by Employees, HR Business Partner and/or Partner quickly and efficiently
  • Proactively fill any vacant positions within the Pharmacy in conjunction with the HR Officer
  • Conduct quarterly reviews with Employees to ensure objectives and Personal Development Plans from Annual Performance Reviews are on track
  • Ensure that the Employee Handbook and all policies and procedures are understood and adhered to by all of the Pharmacy Team
  • Responsible for the day to day running of the Pharmacy e.g. merchandising, promotional activity and the overall presentation and cleanliness of the Pharmacy etc
  • Responsible for managing Employees on a daily basis including delegating tasks, rosters, staffing levels, leadership, motivation, supervision and performance
  • Maintain Pharmacy security procedures ensuring they are consistently followed including carrying out random Employee searches as per Company procedure
  • Prepare the agenda for staff meetings by identifying key areas for discussion
  • Ensure staff meetings are held on a monthly basis and where possible attended by all Employees
  • In conjunction with the Merchandise Department conduct ongoing reviews of the product ranges and promotions available at the Pharmacy to maximise sales
  • Maintain Employee dress standards as per the Personal Appearance Policy on a daily basis
  • Exercise professional and ethical conduce at all times to lead Employees by example and to reflect the expected image of the Jadin Chemist Group Pty Ltd
  • Fully responsible for managing the performance of the Pharmacy Teams and take appropriate action to address poor performance in consultation with the HR Business Partner

QCPP /
  • Comply with Quality Care procedures and standards to maintain accreditation
  • Fully responsible for ensuring the Pharmacy is prepared for Quality Care accreditation adhering to agreed timeframes set by Senior Management of the Jadin Chemist Group Pty Ltd

Operational Standards /
  • Ensure the volume and mix of merchandise available within the pharmacy will maximise sales and meet customer needs while keeping stock control levels under control
  • Ensure visual merchandise principles and housekeeping standards are implemented across the Group to meet Company outcomes
  • Ensure maximum use is made of promotional opportunities in accordance with marketing plans
  • Optimise communication with Cluster Manager ensuring all merchandise opportunities and potential problems are identified and appropriate action is taken
  • Ensure catalogue promotions and specials guidelines are complied with as per directions from the Merchandise Department and Store Audit
  • Roll out and compliance of plannograms form Merchandise Department
  • Ensure the integrity of the database is kept at all times including stock counts, receiving, end of month procedures and the reporting structure when appropriate
  • Ensure all money handling procedures are adhered to including cashing up, change and banking
  • Responsible for investigating any money discrepancies and reporting to Senior Management of the Jadin Chemist Group Pty Ltd
  • Co-ordinate with Company Representatives to receive new product information and pass on any deal information to the Merchandise Department
  • Ensure that dispensary and front shop stock is purchased in accordance with the Pharmacy’s policies under the direction of Senior Management
  • Ensure that stock levels are maintained and presented in such a way to maximise sales
  • Ensure that computer housekeeping and backups are performed as and when required
  • Maintain and update prices when required
  • To create and implement protocols to drive and achieved allocated KPI’s

General Duties /
  • Fully responsible for developing and implementing plans to drive the performance of the Pharmacy and develop the business
  • Filing and administration related to the role
  • To be aware of the nature and sensitivity of information handled within the Company and work in a manner which ensures confidentiality and security of this information
  • To support the development of Company Policies and Procedures when required
  • To address employment issues raised by Jadin Employees quickly and efficiently
  • Responsible for partaking in any other task or activity not listed that is required within the scope of the role e.g. cleaning duties, etc
  • Identify where maintenance repairs are needed to the Pharmacy and inform the appropriate personnel
  • To cover aspects of the Supervisor role where applicable when they are absent from work due to holidays or sickness

Communication /
  • Delivering operational updates at Staff Meetings on a monthly basis
  • To attend meetings relevant to the role and ensure that any actions from the meetings associated with the role are appropriately implemented
  • Develop an open and supportive team environment within the Pharmacy through, giving clear focus and direction of what the Pharmacy is aiming to achieve aligned to the Company strategy, regularly seeking views and ideas from the Pharmacy Team including business-developing ideas.
  • To encourage teambuilding / team working, providing regular constructive feedback to Employees to maintain productivity and make them feel valued
  • To complete weekly store performance scorecard as per direction from Head Office

Customer Service /
  • Implement customer service improvement plans in conjunction with the Pharmacy Team
  • Provide excellent customer service to both internal and external customers, exceeding expectations
  • To deal with telephone enquiries in an accurate and customer friendly manner, referring non routine queries to your Manager and directing calls to the relevant Employee/Department where necessary
  • Ensure high standards of professional customer service are delivered at all times as per Mystery Shopper Checklist and Store Audit
  • Deal with customer complaints promptly and efficiently in accordance with Company policy
  • Develop counter strategy to mystery shopper results

WHERE APPLICABLE
Cluster Manager /
  • Support the delivery of the Group Operational and Strategic plans
  • To support the role out of new Company initiatives as agreed with the Operations Manager
  • Implement best practice ideas that been agreed by the Operations Manager, in pharmacies to improve retail standards and general ways of working
  • Conduct regular pharmacy visits with Pharmacy Managers/Supervisors providing coaching and support to ensure the standards of service, presentation and stock levels are met
  • Identify growth opportunities and communicate findings back to the Operations Manager
  • Optimise communication to the Merchandise Department and Operations Manager ensuring all merchandise opportunities and potential sales are maximised
  • Ensure Visual Merchandise Principles, promotional, effectiveness and housekeeping standards are implemented as per Company guidelines within the designated pharmacies. Ensure volume and mix of merchandise is available in each pharmacy to maximise sales while keeping stock control levels, under control
  • Ensure maximum use is made of promotional opportunities in accordance with the group promotion calendar, pharmacy promotional planner and shopping centre marketing plan
  • Ensure that the areas identified for improvement, based on quarterly operational audit are being addressed on an agreed action plan
  • Implement and trial proposed planograms, before being rolled out
  • Supply the Merchandise Department with feedback from pharmacies on planogram implementation so a consistent approach can be taken

POSITION SKILL/KNOWLEDGE/EXPERIENCE AND QUALIFICATION PROFILE
Skills & Abilities /
  • Ability to prioritise, manage workloads and meet deadlines
  • Effectively communicate, both verbally and in writing, across a wide range of audiences with a particular emphasis on detail, accuracy
  • Excellent interpersonal communication skills that inspire teamwork and approachable customer service to all customers
  • Flexibility in adapting to changing priorities in a pressurised, fast pace environment
  • Work effectively both as a team member and individually and be willing to contribute ideas and share experiences
  • Full confidentiality
  • Clear ability and proven experience of successfully leading, motivating and inspiring others to achieve goals and objectives
  • Strong customer focus/service skills
  • Operates in a highly professional manner
  • Self-motivator
  • Proven ability to manage a high and diverse workload and hit deadlines consistently
  • Ability to operate strategically and build action plans to drive business performance

Experience and Qualifications /
  • Knowledge and experience within the Pharmacy Industry preferred
  • Experience in managing a small team
  • Retail experience in general merchandise, pharmacy or grocery
  • Previous experience and ability in identifying and resolving individual and team training and development needs
  • Computer literate in MS Office Skills – desirable
  • Tertiary qualification in Business Management- desirable

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