Regional Operations Manager

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ROLE SUMMARY

The Regional Operations Manager is responsible to provide strategic, tactical, and operational leadership in the region, including staff mentoring, coaching and development. The incumbent is responsible for the operational functioning of the region including stakeholder management, crisis intervention and service delivery. The incumbent is also responsible for seamless integration into other divisions and services and has to ensure quality care is rendered consistently across the various areas.

KEY WORK OUTPUT AND ACCOUNTABILITIES

DISRUPTIVE INNOVATION

Operations Management

• •Develop and implement tactical and operational plans.
• •Conduct value chain analysis with the view to improve productivity of staff and resources.
• •Ensure correct and adequate allocation of resources to areas within the region.
• •Conduct trend and competitor analysis that will assist in policy formulation.
• •Developing and implementing adoption strategies to grow the customer base in line with budgetary requirements and targets for growth.
• •Implement quality assurance to maintain work standards and integrity of data reporting.
• •Comply with company policies and standard operating procedures.
• •Ensure turnaround times and quality service targets are met.

Project Management

• •Lead projects through effective project management and innovation initiatives.
• •Manage and complete specialist projects, within the agreed time scales as instructed by senior management.
• •Identify project resources and availability.
• •Attend internal progress meetings.
• •Assist with the development of a communications plan.
• •Assist in developing an escalation procedure.
• •Identify risks.
• •Manage issues and challenges and escalate when required.

Customer services

• •Resolve customer and patient complaints and queries.
• •Supervise customer relations and customer service and complaint investigations.
• •Predict crisis intervention and deal with problems and intervene pro-actively to prevent complaints.
• •Give Clients personalized service, build rapport and provide quick responses to their inquiries.
• •Identify opportunities for new relations and growth actualized these growth opportunities.

Quality Assurance

• •Maintain standards of patient care and ensure good and effective Pathology services in the region.
• •Maintain an acceptable response times in the region in order to provide good, quality patient care in a short period of time as per standard operating procedures and prescribed in the scorecard.
• •Ensure adherence to ISO15189 and other regulations in the region.

Administration

Ensure accurate administration, record keeping and report generation.

Finances

• •Ensure effective financial and budgeting processes that conform to Netcare corporate governance.
• •Apply suitable audit processes to govern financial transactions and maintain transparency.
• •Drive financial activity through valued engagement with role players in line with budgets.

Health and Safety

• •Accountable for the adherence to safety measures and regulations at all times by Operational Staff.
• •Ensure the wearing of appropriate protective clothing by staff.

Projects management

• •Planning, executing and reporting on Special Projects and investigations which may be assigned from time to time.
• •Responsible to prepare and manage the regional budget.
• •Continuous improvement within the division.
• •Manage / complete projects to develop and grow the road operation division.
• •Ensure projects are completed within scope, time and budget.

Reporting

Produce accurate, detailed reports, as necessary, for all relevant parties within agreed timeframes.

Branding and marketing

• •Live the Netcare brand from the inside out and align products, services, day to day activities and customer interactions with overall brand value propositions to drive the consistent delivery of brand promise through culture, systems, attitudes and external relationships.
• •Understand Customer/Brand Strategies and develop/execute customer specific, joint business plans with strategic initiatives, tactical implementation and KPIs.

ACCELERATING TRANSFORMATION

Transformation

Ensure achievement of transformation goals as set out by the Transformation Committee.

STAKEHOLDER MANAGEMENT

• •Build and maintain stakeholder relationships
• •Liaise with senior levels of management.
• •Liaise closely with the Unit managers to ensure that risks/issues identified by them are appropriately raised for consideration of control adequacy and effectiveness.
• •Ensure that the objectivity and independence of the Pathology services and the consequent credibility are maintained at all times.
• •Develop and maintain productive business, employee and management relationships through individual contacts and group meetings.

TRANSFORMATION OF OUR SOCIETY

Coaching

• •Provide clinical mentoring and support to immediate operational staff.
• •Coach and mentor junior management.

People Management

• •Assign decision making, authority, tasks and responsibility to appropriate persons in order to maximize organisation and employee effectiveness.
• •Facilitate a culture that is supportive of talent management.
• •Facilitate effective change and conflict management.
• •Coordinate new staffing models and work methods to ensure cost efficiency and effectiveness of the service provided to the group.
• •Ensure that all staff comply with SOP’s, rules and regulations and where staff are not compliant, take the necessary action.
• •Dealing with all HR/Payroll and IR issues of all relevant reports.

People management

• •Assign decision making, authority, tasks and responsibility to appropriate persons in order to maximize organisation and employee effectiveness.
• •Facilitate a culture that is supportive of talent management.
• •Facilitate effective change and conflict management.
• •Coordinate new staffing models and work methods to ensure cost efficiency and effectiveness of the service provided to the group.
• •Ensure that all staff comply with SOP’s, rules and regulations and where staff are not compliant, take the necessary action.
• •Dealing with all HR/Payroll and IR issues of all relevant reports.

Teamwork

Actively participate as a member of a team to achieve goals.

Personal and professional development

• •Active involvement in own professional development to maintain a satisfactory level of skill and knowledge.
• •Keep up to date with Netcare’s evolving policies and procedures.
• •Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

SKILLS PROFILE

EDUCATION

Essential

Appropriate Nursing qualification

WORK EXPERIENCE

Essential

• •An intermediate level of Computer literacy.
• •4 years’ experience in a senior management role.
• •Hold a valid Code 08 (Class B) Driver’s License.

Preferred

• •Experience in customer relationship management in the provision of Pathology services.
• •Extensive knowledge of Laboratory environment and the functioning there of.
• •Extensive knowledge of Laboratory collection processes and phlebotomy procedures.
• •Training and development experience of Laboratory processes and procedures that contribute to the development of specialized mentorship programs.

KNOWLEDGE

Essential

• •Good knowledge of Pathology industry.
• •Good general knowledge and understanding of legislation pertaining to the specific business environment of Netcare Diagnostic.

MANAGERIAL/ SPECIALIST SKILLS

Coaching Others

The capacity to recognise development areas in others and support them to facilitate personal development through coaching.

Leading and Managing Change

The capacity to implement