Center Operations Manager - Cairo

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.