Selected individual will be responsible to deliver a high standard of customer service and to meet customer needs. Drive processes to identify areas for business optimisation including, but not limited to ineffective merging processes applied, investigating and reporting on reasons for urgent/ expedited deliveries that attract additional costs, doctors group consolidation, address validation and reducing the number of incorrect routing of parcels by updating and maintaining the Master Postal code list. Participate in ad-hoc projects which may be necessary for the Group at large. Ensure departmental outputs are within the company’s Standard Operating Procedures (SOPs) and Good Pharmacy Practice (GPP). Management of consumable expenses for coffee station, cleaning and hygiene. Report back to Operational Manager. Assist with the co-ordination of Health and Safety tasks including but not limited to co-ordinating training, refill of first aid kits, reporting health and safety issues, co-ordinating tasks for the Health and Safety managers within the group to ensure that everyone is aligned, and ensuring that identified tasks are completed within required timelines.
Description
Work Output
- To ensure that the Business Optimisation Department is operating effectively and efficiently.
- Implement processes to identify areas for business optimisation including, but not limited to ineffective merging processes applied, investigating and reporting on reasons for urgent/ expedited deliveries that attract additional costs, doctors group consolidation, address validation and reducing the number of incorrect routing of parcels by updating and maintaining the Master Postal code list.
- Minimise the number of parcels delivered to a patient’s address by applying effective merging procedures.
- Reduce the monthly amount spent on drive-aways by identifying areas for improvement and reporting back to business.
- Optimise Dr’s group consolidation by ensuring that Dr’s Group addresses are captured correctly and identifying, correcting and reporting on instances where users removed Dr’s group numbers.
- Implement and drive processes to drive address validation.
- Reduce the number of parcels returned by identifying and reporting on parcels where a return could have been avoided.
- Make suggestions for process improvement based on outcome of report analysis.
- Good Time Management: Outcome driven and deadline orientated.
- Ability to prioritize work to achieve the required daily outcomes.
- Ensuring systems are regularly updated and in working order.
- Oversee system functionality and the development and enhancements of systems to drive efficiencies.
- Effective reporting and enhancement.
- Constant interaction with IT.
- Ensure departmental outputs are within the company’s Standard Operating Procedures (SOPs) and Good Pharmacy Practice (GPP).
- Adherence to and management of good housekeeping practices.
- Oversee the day-to-day contract management of the appointed cleaning and hygiene contractors in Gezina and Midrand.
- Management of consumable expenses for coffee station, cleaning and hygiene. Report back to Operational Manager.
- Implement processes to ensure that consumable stock is monitored effectively and that regular stock takes place.
- Assist with the co-ordination of Health and Safety tasks including but not limited to co-ordinating training, refill of first aid kits, reporting health and safety issues, co-ordinating tasks for the Health and Safety managers within the group to ensure that everyone is aligned, and ensuring that identified tasks are completed within required timelines.
Customer Service
- To deliver a high standard of customer service and to meet customer needs.
- Good Collaboration with Colleagues and Management.
- Adaptability and problem-solving capabilities.
- Ability to identify and escalate problems through relevant channels.
- Maintain good relationships with the Group at large.
- Willingness to work overtime.
- Self-initiative and willingness to constantly exceed expectations.
- Self-motivated.
- Be fully conversant and informed on the GEMS and CCMDD Penalty Matrix across all Business Units.
Operational Management
- Maintain good housekeeping standards.
- Consumables management (purchasing, cost containment, replenishment and distribution, monitor usage levels, stock take, etc.).
- Optimize Inbound Pharmacy Cluster capacity and productivity. Attend to extreme action dairies within SLA timelines.
- Complete QA logs and issue interventions within SLA timelines.
- Create and Update Standard Operating Procedures within agreed timelines.
- Ensure compliance at all times to company policies and procedures.
- Stakeholder engagement with Service providers.
- Weekly Operations Meeting with team.
Staff Management
- Optimisation of working hours and appropriate management of overtime.
- SOP: Training and Assessments done within agreed timelines.
- SOP: Competency as per company benchmarks.
- Staff training needs identified and provided continuously and timeously (appropriate training material prepared as required).
- Identification of High-Performance Individuals (HPI’s) and Personal Development Plans (PDP) created.
- Create PDPs for all staff and have regular review and feedback sessions with action plans to meet PDP outcomes.
- Create training and development programmes, monitor assessment outcomes and implement corrective measures if applicable.
- Appropriate mechanisms in place to monitor staff productivity, attendance, leave and timekeeping.
- Effective management of staff productivity, attendance, leave and timekeeping (Eco-Time; ESS).
- Conflict management and appropriate levels of discipline maintained.
- Monitor IR processes within the Department and ensure adherence to SOP timelines.
- Demonstrate leadership in conflict situations.
- Support Company Transformation Plan Strategy.
- Manage time & attendance according to Company Policies.
- Discuss non-compliance with the relevant people / departments.
Reporting
- All reporting to be timeous and accurate within agreed deadline.
- Corrective action taken as a result of reporting.
- Consumables reporting.
- Daily, Weekly, Monthly and Quarterly Reporting to business.
- Weekly / Monthly Overtime Forecasting.
Finance
- Management of overtime expenses.
- Ensure MML Compliance and meet and exceed Company benchmarks.
- Management of Consumables Expenses in Kawari and Gezina by ensuring stock is procured in a cost-effective manner and that stock is secured and monitored to minimise wastage and loss.
QUALIFICATIONS
IDEAL
- Related degrees/ diplomas or certificates (e.g. office or project management; contract management).
EXPERIENCE
- 5 or more years managerial experience, coupled with a strategic outlook and focus.
- 3 or more years administrative experience.
- Previous exposure to analysing of reports and ability to draft reports, based trends identified.
IDEAL
- Intermediate / Advanced MS Excel.
- SAPC.
TRAINING REQUIRED
- Training on Company Systems (e.g. Medipost APP, ESS, Eco-Time, PNet, Departmental SOP’s, Company Policies and Procedures, Operational SLA’s and Penalty Matrix, BEE Matrix).
SKILLS REQUIRED
- Exceptional managerial and administrative skills – operations and people.
- Superior interpersonal skills: both persuasive and influential.
- Excellent communication skills: both written and verbal.
- Strong business acumen with an ability to operate at a strategic level.
- Ability to understand and interpret data.
- Knowledge of HR/ER Processes.
- Strong organisational and prioritising skills.
- Superior ability to do forecasting and planning.
- Attention to detail; Accuracy.
- Self-disciplined.
- Conflict Management Skills.
Specific Requirements/Other important information
- Ability to prioritise large work loads.
- Ability to maintain policy guideline within pressured situations.
- Ability to act independently.
- Ability to accept and take charge of projects allocated on short notice.
- Willingness to work overtime during high pressure periods.
- Makes suggestions for improvements to processes and methods for higher approval.
- All decisions affecting financial, staffing and the strategic direction, referred upwards.
- Attend off-site meetings / conferences, etc.
List representation on specific Medipost Committee Structures
- Weekly Operations meeting.
- Line Managers Forum.
- Internal Operations Meeting.
- Housekeeping meeting.
- Health and Safety Meetings.
- Service Provider Management Meetings.
- Ad hoc meetings.
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