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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…