Job 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.