Regional Operations Manager
Netcare · Netcare Head Office
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We are united by a common purpose of providing the best and safest care; and by our shared values of Care, Truth, Participation, Compassion and Dignity.
Netcare invites you to be part of our journey.
ROLE SUMMARYThe 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 and support change initiatives and to provide leadership in times of uncertainty.
Performance Development
- The ability to evaluate and develop different levels of capacity within a team to achieve set objectives.
Taking Action
- Capable of recognising the need for action, considering possible risks and taking responsibility for results.
Decision Making
- Capable of making decisions timeously and taking responsibility for the consequences.
Managing Self
- Capacity to plan, organise and control own work environment by setting appropriate priorities and achieving set objectives within a given time frame.
Customer Focus and Service Delivery
- The capacity to identify and respond to the needs of *internal and external customers.
- *Internal and external customers include patients, doctors, colleagues, suppliers, visitors, vendors and any other person that requires a relationship
Adapting and Responding to Change
- Capable of supporting and advocating change initiatives and managing own reaction to change.
Continuous Improvement
- The capacity to improve systems and processes to facilitate continuous improvement.
Personal Work Ethic
- Capacity to instil an ethic of quality and consistency in self and others.
Building Relationships
- Capacity to establish constructive and effective relationships.
Communication
- The capacity to clearly present information, either written or verbal.
Teamwork
- Capacity to cooperate with others to work towards a common goal.
Technical Knowledge
- The capacity to perform a technical function to required standards.
PHYSICAL REQUIREMENTS
- In the event of any physical or psychological limitation that may impair the employee’s ability to perform the required job function, the employee must consult the employer for reasonable accommodation.
WORKING CONDITIONS
- Professional flexibility in working hours while supporting daily business hours.
- Will interact with internal and external customers through several different means.
- Travel within and across regions to support the functions of the role will be required.
NETCARE VALUES AND BEHAVIOURS
Netcare Values
At Netcare, our core value is care. We care about the dignity of our patients and all members of the Netcare family. We care about the participation of our people and our partners in everything we do. We care about truth in all our actions. We are passionate about quality care and professional excellence.
- At Netcare, our core value is care.
- We care about the dignity of our patients and all members of the Netcare family.
- We care about the participation of our people and our healthcare partners in everything that we do.
- We care about the truth in all our actions.
- We listen with empathy and respond with acts of compassion in all interactions with our patients and their families.
The Netcare Way
Netcare is committed to providing quality care. Our basic service standard holds us accountable for the below seven behaviours which you will be accountable to uphold:
- Respect - I always greet everyone to show my respect.
- Identity - I always wear my name badge to show my identity.
- Dignity - I always treat others with consideration and humility to uphold dignity
- Care - I always act in the best interest of Netcare and others to show I care
- Compassion - I always listen with empathy and respond with kind action to show my compassion
- Appreciation - I always say thank you to show my appreciation.
- Diversity- I always embrace diversity to strengthen inclusivity and belonging.
Join the team committed to providing the best and safest health and care.