Center Operations Manager (Menoufia)

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.