Center Operations Manager (Zagazig)-Full… at Grifols Egypt… · Zagazig

Job Title: Center Operations Manager

Department /Sub-Department: Plasma Collections

Direct Manager: Center Manager

Workplace: Donation Center

Job Objective

One sentence summary of the main objective of the job, the most important activities and the

means and guidelines to obtain the objectives.

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 postdonation

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

center's KPIs and targets in coordination with the Center Manager.

Environment

Internal and external interactions i.e.: with other departments/divisions, international scope,

providers, customers)

Internal: Quality, Operations, center's 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.

Center Operations Manager Job Description

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 center's 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.).

Center Operations Manager Job Description

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