الوصف الوظيفي
Center Operations Manager - CairoCairo, Egypt Center Operations Manager - Cairo About the job Center Operations Manager - CairoJob objective :The Center Operations Manager (OM) has the overall accountability on the technical operations within the Donation Center (DC) that include the full donation process from registration to post-donation follow up thus; he is responsible to ensure that all daily operations run in accordance with the relevant policies and procedures through the implementation of competent quality control measures & staff training program, ensure the donor safety and satisfaction, optimize the whole operations related to the DC including financial, marketing, administrative, quality, personnel, systems, supplies, equipment and other infrastructure\facility-related controls as well as achieving centers KPIs and targets in coordination with the Center Manager.Environment Internal and external interactions :Internal: Quality, Operations, centers staff, Marketing, Laboratory, Procurement, Finance, Facility management team, Warehouse staff and HR. External: Donors, Health authorities, Government agencies, Patient associations, Third party providers, medical associations, Corporates, Community-based organizations and others. Key responsibility :People Management & development- Manage a team of Donor Center Technicians, Phlebotomists, Plasma processors, Training coordinator and supervise other center employees as delegated from CM or Plasma Operations & Medical Director. - Establish a work environment that foster operational excellence.- Ensure all employees are properly, timely, and efficiently trained on the relevant technical areas. - Provide regular feedback and coaching for his\her employees.- Manage employees to the highest standards of ethics and integrity. - Develop & retain talents, through regular meetings, goal check-ins, development plans, etc. - Administer regular check-ins and year-end performance review & development plans, etc. - Assist in management of the recruiting process for direct reports. - Support and conduct teams trainings for direct reports. - Leading the periodic operational meetings. - Serve as subject matter expert for operational-related policies and procedures, Plasma Donation System and Plasma Payment System. - Provide periodic reports to CM & Plasma Operations and Medical Director about the operations performance, identified gaps and enhancement plans. Operations management :- Supervise the donation operations within the center. - Monitor donor recruitment and retention, ensure efficient donor flow, and implement donor retention improvement and corrective action plans. - Monitor net yields and implement improvement plans. - Perform analysis of related data to promote efficient operations. - Proactive operational processes enhancement and risk management. - Resolve related facility issues and manage inquiries for facility information. - Provide leadership to ensure donor retention with high customer service levels. - Provide strategic inputs for marketing plans and provide analytics and insights for optimization. - Oversees product and biohazard waste shipments: Ensures shipments meet regulatory specifications and product release requirements from the donor center; ensures accurate labeling and documentation; and, authorizes final shipment. - Perform a review of the documentation of unsuitable test results and the disposition of the associated results. - Document, investigate, and perform root cause analysis for deviations and customer complaints, specifically in how they relate to the safety of the donor and the quality of the product. - Performs a review of lookback information. Learn, understand and be independent working with the PDS (Plasma Donor system) as it relates to the duties and responsibilities of this position. - Ensure the training plan for the center staff is in place according to the business need and implemented on time by the training coordinator. Quality & Compliance: - Ensure that the center is operating with high compliance level to company's policies, procedures and regulations. - Deviation management and CAPA development with timely implementation. - With the center manager, manage centers audit processes, help to resolve any related issues and ensure timely response and closure to audit observations. - Recommend changes and improvements to SOPs. - Work closely with the center quality team to enhance the operational compliance and ensure that the proper risk mitigation plans are in place. Back up for the CM: - Serves as back up to the CM in absence according to pre-determined delegation and\or scope of responsibilities. If the candidate is a physician,should act as back up for center physician, if not then this following section is not applicable: - Part of the qualification for being a certified Center Operations Manager, is the onboarding and certification on center physician role, serving as backup at any time to fulfilling the business needs: - Donor acceptance and deferral according to the relevant policies and procedures. - Observe and coach the donor center technicians and phlebotomists. - Donor counseling to individuals with unacceptable results, - Management of Donor Adverse Event Reactions and the appropriate level of care. - Timely review of accumulated data to confirm established donor suitability, donor safety, and process enhancement plans. - Recommend changes and updates to the center procedures. - Provide education sessions to the center medical staff as needed. - Learn, understand and be independent working with the PDS (Plasma Donor system) as it relates to the duties and responsibilities of this position. - Provide aggregated medical data and insights to the medical director that in turns help in improving the center performance Academic experience :required Essential: - B.S. degree in the medical field and health-related science (Examples includes but not limited to; Medicine, pharmacy, dentistry, sciences, nursing, etc.). - Minimum 5 years of relevant experience. - Previous supervisory/ people management experience is essential. - Experience in a GxP regulated environment and Quality standards. - Post-Graduate Certification in Quality Assurance, preferrable. Computing skills :- Proficiency in all Microsoft Office applications. Personal skills :- Leadership. - People management skills. - Emotional intelligence. - Assertiveness & decision-making ability. - Resourcefulness and proactivity. - Strong communication skills. - Critical thinking and problem solving. - Teamwork and collaboration. - Professionalism and strong work ethic. - Excellent customer service. - Organized and able to manage time effectively. - Analytical. - Interpersonal skills. - Ability to work within a highly regulated, labor intensive, fast paced medical environment. Languages :Excellent written and spoken English and Arabic.
