Operations Manager

2 weeks ago

Pasig, Philippines Body Mechanic, Inc. Full time

Reports to: CEO

Supervises: Clinic Supervisor, Store Supervisor, Admin/Reception, Support Staff

Role Summary:

The Operations Manager ensures the smooth daily operations of Body Mechanic across all departments (Physical Therapy, Recovery Bar, Drip Room, Admin, and Facilities). This is an execution-focused role: enforcing SOPs, maintaining high-quality patient experience, and delivering operational KPIs.

Key Responsibilities

1. Operations Execution

  • Enforce SOPs across PT, Admin, Recovery Bar, Drip Room, and Facilities.

  • Monitor patient flow, room utilization, and schedules.

  • Manage supplies and inventory (ordering, stock levels, suppliers).

  • Ensure facility readiness (cleanliness, equipment, maintenance).

2. Staff Management & Accountability

  • Supervise Clinic & Store Supervisors.

  • Approve shift schedules, attendance, and leave.

  • Lead daily huddles and weekly team check-ins.

  • Address first-level HR issues and escalate major cases.

3. Finance & Cash Control

  • Oversee cashiering and end-of-day cash reconciliation.

  • Ensure deposits are made per Finance SOP.

  • Monitor operational expenses within budget.

4. Reporting & Metrics

  • Daily End of Day Report (patients served, revenue, issues).

  • Weekly KPI Dashboard (room use, productivity, sales, NPS, attendance).

  • Monthly Summary Report (trends, risks, improvements).

5. Patient Experience

  • Ensure hospitality and service standards across all touchpoints.

  • Handle patient complaints and escalate unresolved issues to CEO.

Authority Boundaries

Authorized to Decide:

  • Staff schedules, attendance approvals, daily task delegation.

  • Inventory purchases within approved budget.

  • Adjust manpower for coverage.

  • Approve discounts/promos (if pre-approved by CEO).

  • Implement SOPs and enforce compliance.

Not Authorized (CEO Approval Required):

  • Service or package pricing changes.

  • Adding/removing services or menu items.

  • Brand positioning, marketing, or partnerships.

  • Business model changes (e.g., gym operations).

  • Hiring/firing staff without CEO approval.

  • Capital expenditures outside budget.

Key Performance Indicators (KPIs)

1. ≥95% treatment room utilization during peak hours.

2. 100% SOP compliance across departments.

3. Zero variances in daily cash reconciliation.

4. NPS (patient satisfaction) > 90%.

5. Staff attendance > 95%; low turnover.

6. 100% on-time submission of reports.

Reporting Rhythm

  • Weekly – KPI Dashboard Review with CEO.

  • Monthly – Operations Review Meeting.

Job Types: Full-time, Permanent

Benefits:

  • Company events

  • Employee discount

  • Health insurance

  • Pay raise

  • Promotion to permanent employee

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