No. of Direct Reports : 4 – 10 Centre Staff
Reporting to: Centres’ Channel Lead
The Role
Reporting to the Centre’s Channel Lead, the purpose of this role is to drive the centre to sustainability, maintain the high clinical standards expected by MSUG, Guide centre teams on delivering the centre business plan and actively work to promote the clinic.
Management of centre stock, MS ladies stock ad centre assets and maintaining the inventory and all records of the centre assets.
Key Responsibilities
1. Managing the Centre sustainably as a social enterprise
• Ensure that all the activities relating to the Centre are well managed in accordance with the Standard Operating Procedures, Business Model, contractual targets and budgets.
Ensure that the centre staff gets engrained in the business mind-set and are able to demonstrate it.
• Inspire and transform the Centre activities into sustainable ventures by ensuring that the centre team has all the required facilitation (supplies, Transport, Communication, training, compliance documents, right data collection tools, etc.) relating to their duties.
2. Deliver affordable on-goal (family planning related services) in a sustainable manner.
• Work with the Centre Channel Lead to ensure the Centre indicators are well drafted, disseminated and reviewed.
Put clear, high-quality plans that will lead to increased client flow and service income in comparison to the set targets (Centre Activations, Health Education and corporate engagement/Focused group Discussions)
• Manage corporate and insurance clients in an organic and sustainable manner, being aware of the corporate business dynamics, minimising to zero level financial loss through corporate rejections and or breach of corporate management guidelines, Regularly obtain updates from the Corporate business manager and cascade to the team.
• Proactively advice and mentor Centre staff in business management, results orientation, compliance to set processes & procedures, critically assess and take on new opportunities.
• Regularly track Centre performance and make necessary adjustments in time.
• Assess, recruit and engage locums following the MSUG recruitment guidelines, locum utilisation process while balancing with the sustainability index of the centre.
• Hold regular review meetings with centre staff and other relevant stakeholders.
• Participate in Weekly review meetings to ensure that progress against targets of the Centre is achieved.
3. Clinical Standards and Client Care
• Work with QAMT to ensure that set clinical standards/protocols are understood, disseminated, and upheld by your Centre team.
• Ensure high quality service standards are maintained and high level of client satisfaction is achieved.
Ensure that the clients remain at the heart of everything we do and that clients are always properly counselled on their rights, treatment methods and choices, with appropriate referral whenever suitable.
• Ensure that your Centre Team maintains an effective referral system for the treatment of clinical complications, including the dissemination of MSUG’s Contact Centre services to prospective clients.
• Ensure timely reporting of all incidences that occur at the centre to the rightful QAMT members, using the provided reporting tools.
• Ensure that the centre maintains an up-to-date Emergency response kit, this must be checked daily or weekly as per the checklists provided.
• Conduct a monthly Clinical Record audit of the client information and give a report to the responsible QAMT team.
Work with QAMT to ensure that your Centre team members are properly oriented, trained and that the necessary clinical skills of the team members are updated in accordance to MSUG, QAMT clinical guidelines and procedures.
• Offer support to MS Ladies and outreaches in managing referrals to minimise complications and ensure that the due process is undertaken.
4. Centre Teams Leadership and Development:
• Provide the leadership and guidance to all team members to enhance their individual and team productivity.
• Directly manage and supervise the performance of all your staff at the Centre.
• Build a team of motivated, innovative, and productive team members.
• Motivating, coaching, training and continuously setting and reviewing KPIs for all Centre team members.
• In collaboration with the People & Culture Department, participate in the recruitment, performance monitoring, team motivation, and support of personal development of Centre team members.
5. Working Systems:
• Ensure high standards of operational efficiency and effectiveness with clear, transparent systems in place.
• Manage the Centre teams ensuring they follow strict, consistent and documented procedures relating to clients, working hours, income and expenditure, and the management of stock, equipment and assets.
Collaborate with the Business Operations Manager to ensure that an effective system for the supply of commodities and avoidance of stock-outs to Centres is in place.
• Ensure effective systems for the timely and accurate management and reporting of information through efficient collection, analysis and reporting of data from the Centre teams.
• Ensure client data safety and privacy- Follow an organisational data storage system that restricts access to clients or any organisational data by external persons. Or used wrongly by the staff.
• Manage financial and stock control systems for the prevention and detection of fraud. Take full responsibility for the stock and assets at the centre, tracking stock and asset movements within and out of the centre (Receipts and transfers, and usages), using the provided tools and keeping records. Conducting regular stock counts and updates using the correct provided tools.
Providing an up-to-date stock report at the end of every reporting month and whenever required and abiding with the recommended reporting timelines.
Providing supervisory support to the Centre Operations Officer and ensure that all centre income is banked on a daily and timely basis while ensuring that all petty cash is fully reconciled and accounted for.
• Always ensure compliance to relevant Government standards and policies.
6. Collaboration:
• Collaborate and participate in the development of communication and promotional plans and activities with the Communications Team.
• Collaborate with other MSUG team members to ensure organisational efficiency and leveraging on already existing resources to deliver services better.
• Collaborate with other MSUG team members to promote innovation and effective ways of delivering services, boosting team morale, fostering oneness and promotion of MSUG’s vision, mission and values.
• In liaison with the Communications Team, assist with the development of effective BCC and referral strategies.
• Working with the RM&E team, gather evidence regarding Centre related activities, adjusting activities as required, achieving strategic and operational objectives.
• Input strategic and operational thinking around the optimization of MSUG’s centres network.
• Ensure the quality of the data collected at the centre for proper business planning
7. External Relations
• In liaison with the Centre Channel Lead and the communications department, represent MSUG (where relevant) in meetings with external stakeholders, presenting MSUG evidence, of our successes and learning.
• In consultation with the Centre Channel Lead collaborate with and influence external stakeholders to utilize MSUG service channels, especially the centres.
• Engage in relevant policy forums relating to Centre service delivery activities.
• Participate where relevant in activities promoting your Centre.
• Work closely with the Centre Channel Lead and communications department to develop new business development opportunities relating to MSUG’s Centre activities.
• Nurture a good working relationship with the District, Centre and all other MSI channels
Measure
• Centre is fully sustainable and adheres to MSI Medical Development Team guidelines
• The centre is well supervised, monitored and has proper documentation.
• Regular reporting on excellent quality standards and client satisfaction.
Zero level financial loss through corporate rejections. Eliminating all forms of corporate breach and corporate fraud.
• Demonstrated leadership of teams and highly motivated & supported team in place
• High level of participation and engagement in centre promotional activities.
• Level of client confidentiality always maintained.
• Level of professionalism maintained when dealing with clientele.
• Frequency of staff meetings held.
• Timely appraisal of team member by using performance plus.
• Effective implementation of annual work plan activities.
• Evidence of participation in development of BCC and referral strategies.
• Reports on meetings held with external stakeholders.
No stock outs of medical supplies at the centre, stock reports reflect no variances or stock losses
Client information is stored under key and lock
Daily banking reports are availed to support office monthly.
Ensure that HMIS reports, and other District reports are sent to the district as recommended by the DHT and MOH
Conduct centre data validation exercise monthly and sharing the report with the RM&E team.
Effective marketing strategies and community engagements
Knowledge and Experience
• Knowledge of Family Planning is an added advantage
• Ability to work in deadline driven/results orientated atmospheres
• Strong people management skills
• Excellent oral and writing abilities.
• Strong business orientation.
• Good team player.
• Able to think strategically
• Good planner
• Able to manage and motivate teams to achieve targets.
Qualifications and Training (essential/ desirable)
• University Degree or its equivalent in medicine, Nursing or Clinical Medicine or a business-related field
• Courses relating to business management, customer care, service Marketing, general Management.
• At least 3 years of experience supervising business operations.
• Knowledge and experience in the health Sector is an added advantage.
• Computer Literacy (MS Packages)
Personal Attributes
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others. We encourage and expect all team members will demonstrate the following behaviours:
• Initiative
Thinking ahead and taking action to make the most of opportunities by finding the optimum solution
• Innovative
Thinking creatively and outside of the box so that ideas generated create a positive outcome
• Effective Communication
Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
• Responsive
Being responsive to changing priorities and demands
• Working Efficiently
Planning, prioritising and organising work to ensure work is accurate and deadlines are met
• Sharing Information
Sharing information and knowledge whilst maintaining confidentiality
• Focus on Learning
Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
• Commitment
Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
• Driven
Drive and determination to deliver results
• Accountable
Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate
• Embracing Change
Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
• Motivated
Motivation towards achieving quality results to maximise potential
• Team Player
Working as part of a team by being supportive, flexible and showing respect for each other
Team Member Behaviours
Work as One MSI
• You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others.
• You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort.
• You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity
• You hold yourself accountable for the decisions you make and the behaviours you demonstrate.
• You are courageous in challenging others and taking appropriate managed risks.
Develop and grow
• You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective.
• You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always
• You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role.
• You build and maintain effective long-term working relationships with all stakeholders and are a true MSI ambassador.
Leadership (For Leaders only)
• You inspire individuals and teams, through situational leadership, providing clear direction.
• You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline.
• You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team.
• You articulate a vision of the future which inspires and excites others.
MSI Values
• Mission driven : With unwavering commitment, we exist to empower women and men to have children by choice not chance.
• Client centred : We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality.
• Accountable : We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact.
• Courageous : We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
Reporting to: Centres’ Channel Lead
The Role
Reporting to the Centre’s Channel Lead, the purpose of this role is to drive the centre to sustainability, maintain the high clinical standards expected by MSUG, Guide centre teams on delivering the centre business plan and actively work to promote the clinic.
Management of centre stock, MS ladies stock ad centre assets and maintaining the inventory and all records of the centre assets.
Key Responsibilities
1. Managing the Centre sustainably as a social enterprise
• Ensure that all the activities relating to the Centre are well managed in accordance with the Standard Operating Procedures, Business Model, contractual targets and budgets.
Ensure that the centre staff gets engrained in the business mind-set and are able to demonstrate it.
• Inspire and transform the Centre activities into sustainable ventures by ensuring that the centre team has all the required facilitation (supplies, Transport, Communication, training, compliance documents, right data collection tools, etc.) relating to their duties.
2. Deliver affordable on-goal (family planning related services) in a sustainable manner.
• Work with the Centre Channel Lead to ensure the Centre indicators are well drafted, disseminated and reviewed.
Put clear, high-quality plans that will lead to increased client flow and service income in comparison to the set targets (Centre Activations, Health Education and corporate engagement/Focused group Discussions)
• Manage corporate and insurance clients in an organic and sustainable manner, being aware of the corporate business dynamics, minimising to zero level financial loss through corporate rejections and or breach of corporate management guidelines, Regularly obtain updates from the Corporate business manager and cascade to the team.
• Proactively advice and mentor Centre staff in business management, results orientation, compliance to set processes & procedures, critically assess and take on new opportunities.
• Regularly track Centre performance and make necessary adjustments in time.
• Assess, recruit and engage locums following the MSUG recruitment guidelines, locum utilisation process while balancing with the sustainability index of the centre.
• Hold regular review meetings with centre staff and other relevant stakeholders.
• Participate in Weekly review meetings to ensure that progress against targets of the Centre is achieved.
3. Clinical Standards and Client Care
• Work with QAMT to ensure that set clinical standards/protocols are understood, disseminated, and upheld by your Centre team.
• Ensure high quality service standards are maintained and high level of client satisfaction is achieved.
Ensure that the clients remain at the heart of everything we do and that clients are always properly counselled on their rights, treatment methods and choices, with appropriate referral whenever suitable.
• Ensure that your Centre Team maintains an effective referral system for the treatment of clinical complications, including the dissemination of MSUG’s Contact Centre services to prospective clients.
• Ensure timely reporting of all incidences that occur at the centre to the rightful QAMT members, using the provided reporting tools.
• Ensure that the centre maintains an up-to-date Emergency response kit, this must be checked daily or weekly as per the checklists provided.
• Conduct a monthly Clinical Record audit of the client information and give a report to the responsible QAMT team.
Work with QAMT to ensure that your Centre team members are properly oriented, trained and that the necessary clinical skills of the team members are updated in accordance to MSUG, QAMT clinical guidelines and procedures.
• Offer support to MS Ladies and outreaches in managing referrals to minimise complications and ensure that the due process is undertaken.
4. Centre Teams Leadership and Development:
• Provide the leadership and guidance to all team members to enhance their individual and team productivity.
• Directly manage and supervise the performance of all your staff at the Centre.
• Build a team of motivated, innovative, and productive team members.
• Motivating, coaching, training and continuously setting and reviewing KPIs for all Centre team members.
• In collaboration with the People & Culture Department, participate in the recruitment, performance monitoring, team motivation, and support of personal development of Centre team members.
5. Working Systems:
• Ensure high standards of operational efficiency and effectiveness with clear, transparent systems in place.
• Manage the Centre teams ensuring they follow strict, consistent and documented procedures relating to clients, working hours, income and expenditure, and the management of stock, equipment and assets.
Collaborate with the Business Operations Manager to ensure that an effective system for the supply of commodities and avoidance of stock-outs to Centres is in place.
• Ensure effective systems for the timely and accurate management and reporting of information through efficient collection, analysis and reporting of data from the Centre teams.
• Ensure client data safety and privacy- Follow an organisational data storage system that restricts access to clients or any organisational data by external persons. Or used wrongly by the staff.
• Manage financial and stock control systems for the prevention and detection of fraud. Take full responsibility for the stock and assets at the centre, tracking stock and asset movements within and out of the centre (Receipts and transfers, and usages), using the provided tools and keeping records. Conducting regular stock counts and updates using the correct provided tools.
Providing an up-to-date stock report at the end of every reporting month and whenever required and abiding with the recommended reporting timelines.
Providing supervisory support to the Centre Operations Officer and ensure that all centre income is banked on a daily and timely basis while ensuring that all petty cash is fully reconciled and accounted for.
• Always ensure compliance to relevant Government standards and policies.
6. Collaboration:
• Collaborate and participate in the development of communication and promotional plans and activities with the Communications Team.
• Collaborate with other MSUG team members to ensure organisational efficiency and leveraging on already existing resources to deliver services better.
• Collaborate with other MSUG team members to promote innovation and effective ways of delivering services, boosting team morale, fostering oneness and promotion of MSUG’s vision, mission and values.
• In liaison with the Communications Team, assist with the development of effective BCC and referral strategies.
• Working with the RM&E team, gather evidence regarding Centre related activities, adjusting activities as required, achieving strategic and operational objectives.
• Input strategic and operational thinking around the optimization of MSUG’s centres network.
• Ensure the quality of the data collected at the centre for proper business planning
7. External Relations
• In liaison with the Centre Channel Lead and the communications department, represent MSUG (where relevant) in meetings with external stakeholders, presenting MSUG evidence, of our successes and learning.
• In consultation with the Centre Channel Lead collaborate with and influence external stakeholders to utilize MSUG service channels, especially the centres.
• Engage in relevant policy forums relating to Centre service delivery activities.
• Participate where relevant in activities promoting your Centre.
• Work closely with the Centre Channel Lead and communications department to develop new business development opportunities relating to MSUG’s Centre activities.
• Nurture a good working relationship with the District, Centre and all other MSI channels
Measure
• Centre is fully sustainable and adheres to MSI Medical Development Team guidelines
• The centre is well supervised, monitored and has proper documentation.
• Regular reporting on excellent quality standards and client satisfaction.
Zero level financial loss through corporate rejections. Eliminating all forms of corporate breach and corporate fraud.
• Demonstrated leadership of teams and highly motivated & supported team in place
• High level of participation and engagement in centre promotional activities.
• Level of client confidentiality always maintained.
• Level of professionalism maintained when dealing with clientele.
• Frequency of staff meetings held.
• Timely appraisal of team member by using performance plus.
• Effective implementation of annual work plan activities.
• Evidence of participation in development of BCC and referral strategies.
• Reports on meetings held with external stakeholders.
No stock outs of medical supplies at the centre, stock reports reflect no variances or stock losses
Client information is stored under key and lock
Daily banking reports are availed to support office monthly.
Ensure that HMIS reports, and other District reports are sent to the district as recommended by the DHT and MOH
Conduct centre data validation exercise monthly and sharing the report with the RM&E team.
Effective marketing strategies and community engagements
Knowledge and Experience
• Knowledge of Family Planning is an added advantage
• Ability to work in deadline driven/results orientated atmospheres
• Strong people management skills
• Excellent oral and writing abilities.
• Strong business orientation.
• Good team player.
• Able to think strategically
• Good planner
• Able to manage and motivate teams to achieve targets.
Qualifications and Training (essential/ desirable)
• University Degree or its equivalent in medicine, Nursing or Clinical Medicine or a business-related field
• Courses relating to business management, customer care, service Marketing, general Management.
• At least 3 years of experience supervising business operations.
• Knowledge and experience in the health Sector is an added advantage.
• Computer Literacy (MS Packages)
Personal Attributes
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others. We encourage and expect all team members will demonstrate the following behaviours:
• Initiative
Thinking ahead and taking action to make the most of opportunities by finding the optimum solution
• Innovative
Thinking creatively and outside of the box so that ideas generated create a positive outcome
• Effective Communication
Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
• Responsive
Being responsive to changing priorities and demands
• Working Efficiently
Planning, prioritising and organising work to ensure work is accurate and deadlines are met
• Sharing Information
Sharing information and knowledge whilst maintaining confidentiality
• Focus on Learning
Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
• Commitment
Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
• Driven
Drive and determination to deliver results
• Accountable
Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate
• Embracing Change
Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
• Motivated
Motivation towards achieving quality results to maximise potential
• Team Player
Working as part of a team by being supportive, flexible and showing respect for each other
Team Member Behaviours
Work as One MSI
• You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others.
• You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort.
• You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity
• You hold yourself accountable for the decisions you make and the behaviours you demonstrate.
• You are courageous in challenging others and taking appropriate managed risks.
Develop and grow
• You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective.
• You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always
• You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role.
• You build and maintain effective long-term working relationships with all stakeholders and are a true MSI ambassador.
Leadership (For Leaders only)
• You inspire individuals and teams, through situational leadership, providing clear direction.
• You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline.
• You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team.
• You articulate a vision of the future which inspires and excites others.
MSI Values
• Mission driven : With unwavering commitment, we exist to empower women and men to have children by choice not chance.
• Client centred : We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality.
• Accountable : We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact.
• Courageous : We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
You are encouraged to apply for the above position provided you meet the specified minimum job requirements To apply for the position, please visit the careers page on our website: www.mariestopes.or.ug to submit your application. (please attach your CV) Or go directly to the application page by clicking here and click Apply Now
The deadline for applications is Friday, September 29 2023.
MSUG is an equal opportunities employer, committed to safeguarding humanity and expects all position holders to share this commitment.
MSUG has a well guided and transparent recruitment process that requires no payment from any candidate/job applicants/potential job seekers as a pre-employment requirement.
Female candidates that qualify are encouraged to apply
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