Chief Operating Officer at ISN Medical

About the job

• The Chief Operating Officer (COO) is responsible for driving ISN’s operational strategy, financial performance, and execution excellence across the organization. The role provides enterprise-wide leadership over supply chain, sales operations, and customer experience, ensuring scalable growth, strong margins, regulatory compliance, and superior service delivery across diverse markets.
• The COO balances immediate operational execution with long-term strategic planning, navigating the complexities of medical products and services delivery while anticipating industry trends, regulatory changes, and technological advancements.

Responsibilities

• Oversee and monitor the operations of the following functions across ISN: Supply Chain, including Demand & Supply Planning, Regulatory Management, Procurement, Warehouse Management, and Logistics. Sales Operations and Customer Experience
• Provide strategic and operational leadership to ensure seamless coordination across these functions, driving operational efficiency and service excellence.
• Demonstrate exceptional strategic acumen in navigating ISN’s operational landscape, achieving excellence in supply chain performance and customer experience.
• Balance short-term operational priorities with long-term strategic initiatives, ensuring operational resilience and scalability.
• Lead operational readiness for medical products and services delivery across multiple and diverse markets.
• Drive sustained business growth, targeting minimum 53% year-on-year (YoY) revenue growth.
• Maintain strong profitability by delivering a minimum operating margin of 15%.
• Achieve a Profit Before Tax (PBT) margin of at least 12.5%
• Partner closely with Finance and Commercial teams to align operational execution with revenue, cost efficiency, and profitability objectives.
• Achieve On-Time-In-Full (OTIF) supply chain fulfilment rates of 98% or higher.
• Maintain product expiry rates below 1% through robust inventory, demand planning, and lifecycle management.
• Deliver superior customer outcomes, achieving a Customer Net Promoter Score (NPS) of at least 50.
• Drive continuous improvement across logistics, warehousing, service delivery, and customer engagement processes.
• Ensure quality and accreditation excellence by achieving and maintaining ISO 13485 certification and related regulatory standards.
• Build, lead, and develop high-performing operations teams, ensuring at least 90% of team members meet or exceed performance goals.
• Design and implement a structured leadership development and succession planning program, achieving succession readiness for all critical operations roles within 18 months.
• Reduce key talent turnover by at least 10%, fostering engagement, accountability, and high performance.
• Embed a culture of operational discipline, ownership, and continuous improvement.
• Strengthen internal controls and governance frameworks to achieve zero material audit findings.
• Implement and maintain a comprehensive risk management framework, proactively identifying and mitigating operational, financial, and regulatory risks.
• Ensure full compliance with statutory, regulatory, and internal policy requirements across all operational areas.
• Monitor and anticipate industry trends, regulatory changes, and technological advancements, advising executive leadership and the Board on operational implications and opportunities.

Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Engineering, Finance, or a related discipline. A Master’s degree (MBA or equivalent) is strongly preferred.
• Professional certifications in Operations, Supply Chain, Quality Management (ISO 13485), or Project Management are an advantage.
• 10–15 years’ progressive experience in operations leadership, with at least 5 years at senior or executive management level.
• Demonstrated experience managing complex supply chains, regulated environments, and multi-market operations, preferably within medical devices, healthcare, or related sectors.
• Proven track record in driving revenue growth, margin improvement, operational scale, and customer experience excellence.
• Strategic and systems thinking with strong execution capability.
• Deep understanding of supply chain management, sales operations, and customer experience in regulated industries.
• Strong financial acumen and performance management skills.
• Excellent leadership, stakeholder management, and decision-making ability.
• High integrity with a strong governance, risk, and compliance orientation.
• Strategic planning and business development experience