Center Operation Manager (Mokattam)

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 post?donation 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.
• 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.).

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.