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CUSTOMER EXPERIENCE MANAGER

Job brief/Expectation:

We are looking for an experienced Customer Experience Manager, whose primary role is to provide excellent and irresistible customer service on the pivot of patients’ care comes first and to promote this idea throughout the organization. The expectation is to keep the organization in the eyes and minds of the people for indelible patronage loyalty, retention and advocacy.

Responsibilities:

  • Lead a team of dedicated customer centric staff, whose primarily role is to daily give an outstanding customer service to all physical patients/clients.
  • Take ownership of customers issues and follow challenges through to resolution.
  • Analyze customer feedback and feed forward statistics for better service delivery and informed business decision.
  • Recruit, mentor and develop Guest Relation Officers as brand ambassadors (general appearance and communication especially when in the premises).
  • Control resources and utilize assets to achieve qualitative and quantitative targets.
  • Maintain a serene and orderly workflow according to priorities.
  • Coordinate with Head, Admin for a prompt facility maintenance and functional facilities resources all the time.
  • Ensure the outsourced staff-cleaners and security operative comply with their SLA with the organization.
  • Ensure zero tolerance to patient recall back for test as an omission during the first visit.
  • Client loyalty and advocacy.

Reporting Format:

Customer Experience Manager shall be reporting to the Chief Operating Officer (C.O.O)

Requirements:

  • Proven working experience as a customer service manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation

Educational Qualification:

BSc degree in medical or any social sciences discipline. Master’s degree in same field may be an added advantage

Salary:

Best competitive brand in salary and perks

CENTRE OPERATIONS MANAGER

Deliverables:

  • Project planning, coordination and implementation.
  • Operations management & delivery of all agreed KPIs.
  • Facility Management Coordination
  • Centre Accounting/Finance Daily/Weekly Report
  • Team (Leadership) building and routine coordination.
  • Quality Assurance and Inventory management – Plan, structure and execute quality delivery in all aspects and attain productivity. Also plan and administer the inventory.

 

POSITION / GRADE

Operations Manager-Snr Officer/Manager

POSITION OBJECTIVES

Project planning and implementation: Involved in planning, execution and operations of the project (s). 

To independently manage and coordinate the day to day operations of a staff strength not less 15 inclusive of third party

Deliver agreed business performance

REPORTING TO

Area Operations Manager

REPORTING INTO

COO

OTHER LINKAGES

Pathology, radiology and non-medical team members plus other stakeholders of the company.

Afriglobal Group in Nigeria.

Govt. agencies, medical associations and regulatory bodies

LOCATION

Initially Lagos, Nigeria, anywhere in Nigeria or Global

KRAs:

Detailed Tasks & Responsibilities:

Planning & Implementation of the Project

Responsible for coordinating planning and execution of the Centre project.

Coordinate the design & execution of Centre face-lifting/remodeling as approved by the management.

To execute the processes and policies of the organisation for seamlessly flow of operations.

Operations & Management

Develop and manage processes and workflow of the business 

Assure regulatory compliance-zero tolerance to statutory penalty

Develop and implement quality standards and audit Quality Control

Coordinate and assure smooth workflow and customer experience in the Centre, by using technical/Managerial/Customer relations skills sets and experience.

Coordinate implementation and smooth operations of LIMS & PACS

Prepare and circulate reports on sales, inventory and prove to be a strong back office for the business. Also coordinate daily data/reports uploads over web for telemedicine and online reporting.    

Oversee lab operations, and coordinate with all the departments for smooth operations.

Be capable of delivering results and independently handling business areas assigned, if needed in the initial period

Key in team building and providing solutions.

Any other role which requires participation.

Growth

Nurture & grow the laboratory and radiology businesses in the Centre

 Streamline process and operations for better productivity.

Vendor Relations

Manage Vendor relations.

People Management

Coordinate the recruitment of staff for the Centre operations.

Support all associates and team members.

Support and provide training to all staff, time to time.

Recommend staff appraisals as per policy. 

Statutory Compliance

Obey and practice laws of Nigeria

Have respect for other team members, board and business associates.

Other Attributes:

  • Proficient in English Language
  • Qualification of BMLS, BRAD, BNSC, or a Bachelor’s Degree from any science related discipline.
  • Additional education and qualification (e.g. specialization, management) is an added advantage.
  • Have rich experience of the operations and management of pathology laboratory, with a minimum of 2-year cognate experience.
  • Previous experience of setting up Laboratory / Diagnostics Centre and developed automation of the laboratory; implement LIMS and PACS interface.
  • Top-level network in the medical and diagnostics industry and, especially with various equipment suppliers
  • Advance skills of MS Office, Internet and computer.
  • International exposure will be an added advantage, especially experience in Nigeria.
  • Excellent presentation and communication skills
  • Punctual and reliable
  • Leadership & analytical skills to steer the team and able to work independently with high dynamism and drive. Key focus on details and quality of business developed.

Career Path:

Growth path will be to position of responsibility & eventually Head of operations – healthcare projects.

Search criteria:

  • Any nationality, preferable if African
  • Experience with reputed hospitals / laboratories (SRL, Metropolis, Dr. Lal Pathlabs, NM Medicals, Apollo, etc.)
  • Dealing with medical and laboratory equipment companies (Roche, Beckman Coulter, Diasys, Abbott, BD, Biomeuriex, Siemens, GE, Toshiba, Phillips, Kodak, etc)
  • Companies rendering similar services

Salary, savings and perks:

  • Depending on the candidate & as per company policy.
  • Will not be a limitation for deserving candidate

CORPORATE OPERATIONS MANAGER

Deliverables:

  • Management Operations & delivery of agreed KPIs reference Pathology, Radiology & Wellness services at the Ikeja center for excellence
  • Project planning, coordination and implementation in Reference Centre.
  • Inter and Intra department team coordination for goals accomplishment.
  • Quality Assurance management–Plan, structure and execute in compliance with set SOPs and policies for better analytical TAT and productivity.
  • Inventory Management- Ensure a seamless inventory for all operation departments

 

POSITION / GRADE

Corporate Operations Manager-Snr Officer/Manager

POSITION OBJECTIVES

Project planning and implementation: Involved in planning, execution and operations of the project (s). 

To independently manage and coordinate the day to day operations of a staff strength not less 15 inclusive of third party

Deliver agreed business performance

REPORTING TO

COO

REPORTING INTO

 

OTHER LINKAGES

Pathology, radiology and non-medical team members plus other stakeholders of the company.

Afriglobal Group in Nigeria.

Govt. agencies, medical associations and regulatory bodies

LOCATION

Initially Lagos, Nigeria, anywhere in Nigeria or Global

KRAs:

Detailed Tasks & Responsibilities:

Planning & Implementation of Project

Responsible for coordinating planning and execution of the Operation departments (path. Rad & wellness) project.

Coordinate the design & execution of lab, radiology and wellness work areas, face-lifting/remodeling/restructuring as approved by the management.

To execute the processes and policies of the organisation for seamlessly flow of operations.

Operations & Management

Develop and manage processes and workflow of the business 

Assure regulatory compliance-zero tolerance to statutory penalty

Develop and implement quality standards and audit quality control

Coordinate and assure smooth workflow for satisfactory customer experience in the Centre, using technical/managerial/customer relations skills set.

Coordinate implementation and smooth operations of LIMS & PACS

Coordinate daily data/reports uploads over web for telemedicine and online reporting.    

Oversee lab operations ensuring all samples are resulted within agreed TAT.

Be capable of delivering results and independently handling business areas assigned, if needed in the initial period

Key in team building and providing solutions.

Any other role which requires participation.

Growth

Nurture & grow the laboratory, radiology & wellness businesses in the Centre.

 Streamline process and operations for better productivity.

Vendor Relationship

Recommend and manages organized certified vendor in synergy with the   P & I dept.

People Management

Coordinate the recruitment of staff for the Centre operations.

Support all associates and team members.

Support and provide training to all staff, time to time.

Recommend staff appraisals as per policy. 

Statutory Compliance

Strict compliance to laws of the Federal and State (and its agencies) in relation to the industry.

Have respect for other team members, board and business associates.

Other Attributes:

  • Proficient in English Language
  • Qualification of BMLS, BRAD.
  • Additional education and qualification (e.g. specialization, management) is an added advantage.
  • Have rich experience in operations and management with a minimum of 5-year cognate experience.
  • Previous experience of setting up Laboratory / Diagnostics Centre and developed automation of the laboratory; implement LIMS and PACS interface.
  • Top-level network in the medical and diagnostics industry and, especially with various equipment suppliers
  • Advance skills of MS Office, Internet and computer.
  • International exposure will be an added advantage, especially experience in Nigeria.
  • Excellent presentation and communication skills
  • Punctual and reliable
  • Leadership & analytical skills to steer the team and able to work independently with high dynamism and drive. Key focus on details and quality of business developed.
  •  

Career Path:

Growth path will be to position of responsibility & eventually Head of operations – healthcare projects.

Search criteria:

  • Any nationality, preferable if African
  • Experience with reputed hospitals / laboratories (SRL, Metropolis, Dr. Lal Pathlabs, NM Medicals, Apollo, etc.)
  • Dealing with medical and laboratory equipment companies (Roche, Beckman Coulter, Diasys, Abbott, BD, Biomeuriex, Siemens, GE, Toshiba, Phillips, Kodak, etc)
  • Companies rendering similar services

Salary, savings and perks:

  • Depending on the candidate & as per company policy.
  • Will not be a limitation for deserving candidate

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