As the Operational Business Manager, I am responsible for ensuring the smooth running of pharmacy operations and supporting the delivery of high-quality services. Key aspects of my role include: - Managing operational performance and ensuring compliance with legal and regulatory requirements. - Overseeing financial management, budget planning, and procurement to drive efficiency. - Leading service improvement initiatives and implementing business change projects. - Supporting staff training, development, and performance to maintain a high-performing team. - Collaborating with stakeholders to align projects with the organisation’s strategic goals.

I spearhead the product ownership for our eCommerce platforms. I lead a multidisciplinary team of external developers and an internal front-end developer, driving the product strategy and execution to ensure success in competitive and highly regulated markets.

As Project Manager, I successfully led cross-functional teams to improve customer service, logistics, and e-commerce operations, driving significant enhancements in business efficiency and growth.Key Achievements: • Automation and Technical Integration: Led the implementation of automated systems for critical business processes, significantly reducing operational costs and time. Integrated AI-driven chatbots to streamline customer service, reducing the workload on service teams. • E-commerce Management: Oversaw the addition of new products across multiple websites, managing the entire online retail process from product listings to sales and marketing. Collaborated closely with marketing teams to ensure content aligned with strategic goals and met industry compliance standards. • Strategic Partnerships and Cost Savings: Negotiated and managed partnerships with logistics and distribution providers, securing favourable terms and ensuring compliance with international regulations, resulting in substantial cost savings. • Cross-functional Team Leadership: Coordinated technical, development, and customer service teams to ensure the smooth execution of complex projects. Led helpdesk system transitions, improved internal communication tools, and optimised logistics operations. • International Business Travel: Represented the company in international markets, coordinating the setup of new ventures, ensuring compliance with local regulations, and optimising logistics and technical processes for ongoing growth.

At the onset of the COVID-19 pandemic, I played a pivotal role in managing a dramatic surge in operations, as our workload increased 10-fold overnight due to government announcements and a spike in PPE demand. Through effective leadership and operational oversight, I helped UK Meds become one of the most trusted PPE suppliers in the UK during this critical time.Key Achievements: • Led the operations team to handle thousands of daily orders, with 90% being prescription-only medication. • Maintained consistent stock availability during a period of unprecedented demand. • Implemented process optimizations to ensure accuracy, minimizing dispensing errors despite the increased workload. • Directed the end-to-end process of picking, dispensing, and packing, ensuring seamless order fulfillment under intense pressure.

In this dual role, I provided both pharmaceutical support and customer service assistance, ensuring seamless dispensing operations while maintaining high customer satisfaction levels.Pharmacy Responsibilities: • Successfully completed the Dispensing Assistant course with the National Pharmacy Association (NPA). • Ensured accuracy and efficiency in dispensing medication. Customer Service Responsibilities: • Managed customer inquiries through phone and online chat, delivering timely and helpful support. • Assisted customers with website registration, navigation, and troubleshooting. • Coordinated parcel tracking with courier services to resolve delivery issues and enhance customer experience.