Warehouse Operations Manager

Responsibilities

• Ensure efficient operational and financial running of inbound and outbound functions of the Service Centre through effective leadership and management, within corporate guidelines and agreed budget, ensuring excellent customer care.
• Drive the correct behaviours and deliver continuous improvement as a leader within the site.
• Delegate responsibility for receipt of products, storage in correct conditions in accordance with product description, mapping warehouse areas according to Standard Operating Procedures, and daily temperature monitoring with deviation actioning.
• Manage picking accuracy and date rotation, safe transportation, and retrieval of returns and recalled products, ensuring the site actions returns and recalls in accordance with company procedures.
• Maintain preventative pest control and full housekeeping records.
• Ensure all staff are trained on relevant standard operating procedures, documented and reviewed as required; all staff understand Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01) and receive periodic refresher training.
• Develop a team that ensures inbound and outbound departments meet health & safety requirements and that direct reports are aware of their responsibilities.
• Ensure labour cost of inbound and outbound activities fall within targeted costs through robust control mechanisms.
• Contain overheads within monthly budgetary limits.
• Ensure Service Centre compliance with standard operating procedures, contractual requirements, pre‑determined KPIs, and audits.
• Maintain all aspects of customer care to achieve customer satisfaction.
• Continuously improve productivity performance and agreed KPIs with the Service Centre Manager, ensuring targets are met or exceeded.
• Implement all inventory management procedures related to inbound and outbound processes in partnership with the Inventory Manager.
• Ensure statutory compliance with all regulatory bodies.
• Monitor compliance to standard operating procedures.
• Provide effective leadership and motivation through regular team briefings.
• Provide prompt feedback to queries raised by other departmental managers and act swiftly on warehouse service issues raised by customers.
• Apply the principles of the Leadership Pillar of the AH Way program and be a Pillar Leader for the site.
• Agree clear objectives for direct reports and monitor performance through an annual appraisal process as per company guidelines.
• Recruit, train, and develop all direct reports, maintaining liaison with Human Resources to support site succession plans.
• Deputise for the Service Centre Manager in his/her absence.
• All management roles within the Service Centre participate in a weekend working rota.
• Communicate clearly through a variety of media to individuals or groups, engaging the audience and facilitating understanding and retention.
• Plan, manage, and organise time, tasks and resources to achieve business deadlines and targets.
• Proven track record in designing and delivering projects to stabilise and develop warehouse operations.
• Proven ability to engage and motivate teams within a fast‑paced and demanding environment.
• Proven track record of leading and developing teams in large, complex 24/7 operations.
• Proven ability to operate in a highly regulated environment, manage within a set budget, build strong relationships across departments, and demonstrate a collaborative approach.
• Proven ability to develop best practice in warehouse management and manage conflicting priorities.

Qualifications and Experience

• Competencies: Leadership (Level 4), Customer Focus (Level 4), Development of Self and Others (Level 3), Managing Change (Level 4), Communication (Level 3), Planning and Organising (Level 3).
• 2 direct reports (AM and PM Shift Manager).
• Departmental costs approximately £800 k per annum.
• Key working relationships: Service Centre management and colleagues, regional personnel, external customers.
• Level of decision‑making: continuous improvement of processes and procedures within a highly regulated environment, implementation of corporate processes consistently, recommendations for improvements, fostering a culture of continuous improvement across the service centre.