Senior Manager, Pharmacy Operations - London

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

At MediSystem Pharmacy, you can use your skills to do meaningful work that has a real impact, in an environment that promotes learning, growth and opportunity. Whether it's your first job or you're ready for a new challenge, MediSystem Pharmacy can turn your potential into performance that is recognized and rewarded. We offer competitive pay, full benefits, and a work-life balance.

Why this role is important?

What you'll do:

Operational Leadership and Performance

- Provide overall leadership and accountability for the day-to-day operations of the pharmacy, ensuring safe, efficient, compliant, and high-quality service delivery.
- Lead the execution of operational strategies to achieve established performance objectives, service levels, productivity targets, and financial goals.
- Monitor key performance indicators (KPIs), identify performance gaps, and implement corrective action plans to drive operational excellence.
- Optimize workforce utilization, labour planning, scheduling, and operational capacity to maximize efficiency while maintaining quality and service standards.
- Oversee operational workflows, resource allocation, and process execution to ensure consistent performance and timely prescription fulfillment.
- Proactively identify operational risks, resolve service disruptions, and implement sustainable solutions to prevent recurrence.

People Leadership and Talent Development

- Build, lead, coach, and develop high-performing teams that demonstrate accountability, collaboration, and a commitment to operational excellence.
- Foster a positive, inclusive, and engaging work environment that promotes teamwork, open communication, and continuous improvement.
- Establish clear performance expectations, provide regular feedback, and conduct performance evaluations in partnership with Human Resources.
- Lead workforce planning, recruitment, onboarding, training, and succession planning to support current and future operational requirements.
- Ensure adherence to company policies and procedures, addressing employee relations and performance matters appropriately and consistently.
- Effectively communicate organizational priorities, operational goals, and business changes through regular team meetings and ongoing communication to ensure alignment, engagement, and accountability.

Quality, Compliance, and Patient Safety

- Ensure pharmacy operations comply with applicable provincial and federal legislation, regulatory standards, and company policies and procedures.
- Provide professional and operational leadership to ensure safe dispensing practices, accurate prescription processing, and high standards of patient and resident care.
- Maintain effective controls related to medication inventory, storage, security, controlled substance handling, reconciliation and reporting, recordkeeping, and patient confidentiality.
- Ensure appropriate prescription billing practices and controls are maintained to minimize third-party payor audit risks.
- Oversee quality assurance processes, including site audits, regulatory inspections, and corrective action plans to ensure ongoing compliance and operational readiness.
- Oversee the investigation of medication incidents, dispensing errors, and quality concerns, ensuring appropriate corrective and preventive actions are implemented to support patient safety.
- Promote a strong culture of patient safety, quality, and accountability while ensuring adherence to occupational health and safety requirements.

Continuous Improvement and Change Management

- Champion continuous improvement initiatives to streamline workflows, reduce waste, enhance productivity, and improve operational efficiency.
- Lead the implementation of new processes, technologies, and operational initiatives through effective change management.
- Drive the effective utilization of pharmacy automation, technology, and operational systems to improve accuracy, productivity, and efficiency.
- Leverage operational data, performance trends, and root cause analysis to identify opportunities and implement sustainable improvements.
- Collaborate with cross-functional partners to support process standardization, operational transformation, and business growth.

Financial and Business Management

- Manage operational budgets, labour costs, expenses, and resource utilization to achieve established financial targets.
- Review Profit and Loss (P&L) performance, including revenue, gross profit, operating expenses, and overall profitability, identifying variances and implementing corrective action plans to achieve financial targets.
- Support budget planning and forecasting for staffing, equipment, supplies, and operational requirements.
- Oversee inventory management practices to minimize shortages, excess inventory, expiry-related losses, and unnecessary costs.

Stakeholder Collaboration and Service Excellence

- Partner with Human Resources, Finance, IT, and other stakeholders to ensure alignment between operational priorities and organizational objectives.
- Build and maintain strong relationships with internal and external stakeholders to support service excellence and operational effectiveness.
- Lead the resolution of operational escalations and customer concerns, ensuring timely follow-up and appropriate corrective actions.
- Support business growth and operational scalability while maintaining high standards of quality, compliance, and service.

What you bring:

- Active pharmacist license in good standing with the provincial regulatory college.
- Minimum 5 years of management experience.
- Experience leading large, diverse teams in a fast-paced, high-volume operational setting.
- Long-term care pharmacy experience is considered a strong asset.
- Demonstrated ability to achieve operational performance objectives through effective people leadership, workforce planning, and process optimization.
- Strong analytical, problem-solving, and decision-making skills, with the ability to interpret operational data and drive improvements.
- Strong proficiency in Microsoft Office applications, including Excel, Word, PowerPoint, and Outlook.
- Excellent communication, interpersonal, and customer service skills.
- Proven ability to coach, develop, and motivate teams while fostering accountability, engagement, and inclusion.
- Ability to manage competing priorities, navigate ambiguity, and make sound decisions in a complex, regulated environment.
- Strong commitment to patient safety, operational quality, regulatory compliance, and service excellence.

Employment Type:
Full time

Type of Role:
Regular

Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Hiring Range / Échelle salariale à l’embauche :

$120,000.00 - $154,000.00 / 120.000,00$ - 154.000,00$ (per year / par an)

A candidate’s experience and knowledge as well as the geographical region in which the position is located may be factored into the pay a candidate receives for this position. This posting is for an existing vacancy. The Company uses artificial intelligence for the purpose of screening, assessing and/or selecting applicants for this position. / L’expérience et les connaissances d’un candidat ainsi que la région géographique dans laquelle le poste est situé peuvent être prises en compte dans la rémunération qu’un candidat reçoit pour ce poste. Cette offre d’emploi concerne un poste vacant existant. L’entreprise utilise l’intelligence artificielle dans le but de filtrer, d’évaluer et/ou de sélectionner les candidats à ce poste.

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