Aesthetics and Wellness Operations Manager

Role Overview

The Operations Manager is responsible for providing strong leadership and operational excellence across the clinic and Medispa. This role ensures seamless day-to-day functioning, delivers a high-quality patient journey, and drives service standards, efficiency, compliance, and scalability. The candidate will oversee people, processes, and performance while supporting sales strategies, training programmes, and long-term business growth.

Key Responsibilities

1. Clinic Operations & Service Excellence

• Lead and manage the full daily operations of the clinic to ensure a smooth and seamless patient experience.
• Ensure operational readiness, including manpower scheduling, clinic ambience, treatment room setup, equipment functionality, and safety standards.
• Oversee service delivery quality and enforce hospitality, communication, and service excellence standards.
• Handle escalated service issues and ensure timely, professional service recovery.

1. Patient Journey Management

• Oversee the complete patient journey from consultation scheduling, treatment coordination, follow-ups, and retention.
• Implement and refine SOPs for patient touchpoints to ensure consistency and efficiency.
• Monitor patient satisfaction and drive continuous improvements.

1. Regulatory Compliance & Risk Management

• Ensure full compliance with MOH, SMC, PDPA, infection control standards, and other regulatory requirements.
• Maintain accurate documentation, audit readiness, incident logs, and safety protocols.
• Implement risk mitigation frameworks to prevent operational lapses.

1. Workflow Efficiency & Process Improvement

• Identify operational gaps and design streamlined workflows and SOP enhancements.
• Initiate adoption of digital solutions, automation, and system optimisation (CRM, scheduling, patient communication).
• Drive operational improvements that reduce costs and increase productivity.

1. People Leadership & Training

• Lead, motivate, and manage the operations team including front desk, therapists, and coordinators through effective communication and caoching.
• Lead new employee onboarding and induction training, working closely with General Manager and Deputy Clinic Manager.
• Build structured onboarding and in-house training programmes for service, operations, and product knowledge.
• Cultivate a strong culture of accountability, professionalism, and collaboration.

1. Sales Support & Revenue Growth

• Collaborate with Management to plan and execute promotions, sales campaigns, and service launches.
• Support pricing strategy, conversion improvement, and sales training for front-line staff.
• Track sales metrics (conversion, utilisation)and recommend improvements.

1. Inventory & Asset Management

• Oversee procurement of consumables, medicines, retail products, and equipment services.
• Maintain inventory accuracy, prevent shortages/expiry, and optimise cost efficiency.
• Manage maintenance schedules and vendor relationships.

1. Strategic Planning & Scalability

• Participate in management discussions and contribute operational insights.
• Develop scalable SOPs and systems to support operational efficiency, future expansion and long-term growth.
• Drive projects and initiatives aligned with Zest Clinic’s strategic direction.

Qualifications & Experience

• Minimum A level or Diploma
• 2-3 years of operations management experience, preferably in medical aesthetics , wellness or healthcare.
• Minimum 2 years of supervisory/team lead experience.
• Knowledge of Singapore regulations: MOH, SMC, PDPA.
• Experience with clinic and medispa management systems or CRM is a plus.
• Strong leadership, communication, problem solving and customer service skills.
• Ability to work clinic/Medispa hours (evenings or weekends if required).