Center Operations Manager - Zagazig

JOB DESCRIPTION

• 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.
  
  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.).
  
  Professional experience required.
  
  - 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.