Center Manager at Marie Stopes Kenya

Job Title: Center Manager

Employer: Marie Stopes Kenya

Duty Station: Kisumu

Application Deadline: 4th Oct 2013

Salary: Kshs. 40,000 Basic Pay and Kshs. 20,000 Responsibility Allowance

Responsibilities:

Accountability

• The centre manager takes full accountability for their centre in line with MSK’s policies/protocols, corporate ethos and core values.

• The Centre manager shall ensure full compliance with statutory regulations in order to minimise business risks.

Accountabilities include, but are not limited to:

• Ensuring all team members understand and comply with all MSK policies and protocols and taking immediate action in the event of non-compliance.
• Leadership and development of the team.
• Ensuring the health and safety of all team members.
• Maintaining relationships with external stakeholders e.g. MoH
• Maintaining MSK business and commercial principles which are underpinned by our KPIs including sustainability, quality of care, cost and FTE management, business focus, de-medicalisation, ease of access, client flow and new business model.
• Maintaining the property and working in conjunction with support functions on property improvement initiatives.
• Maintaining quality of services and customer care, working in conjunction with the MSK Quality team.
• Marketing the centre, working in conjunction with the MSK Marketing team.
• Actioning initiatives agreed by the CMT aimed at improving the services provided across all centres..

Commercial Management and Business Development

• Business planning: Prepare annual business plans, in line with the direction set by the CMT, which capture all income and expenditure for the year ahead and continue to improve bottom line surplus.
• Increasing productivity and product margin: Continually review the efficiency of the centre and take any appropriate opportunities that increase financial turnover or bottom line surplus.
• Financial Management: Monitor income and expenditure, seeking support from Finance as required, and take appropriate action to ensure financial KPIs are met.
• Business development: Identify business improvement and support service opportunities, submit proposals, assess risks and engage in decision-making process with CMT.
• Commercial decision making: Continually assess all areas of the service provided to clients to ensure continued financial viability and take tough decisions where services are deemed non-viable.
• Marketing:  Instil a marketing culture with teams so that everyone is aware of their individual responsibility for the success of their centre.  Agree marketing activities with the centre marketing champion and the MSK Marketing team.
• Liaising with external parties: Strongly represent MSK and your centre with external organisations, service providers and customers in order to promote our services and build firm, long term relationships which are beneficial to MSK and its clients.

Operational Management

• Optimise client numbers: Optimise capacity within the centre by efficiently managing human resources; continually reviewing the effectiveness of systems and working practices; and maintaining an effective client flow to minimise client wait times.
• Compliance to the national healthcare guidelines: Ensure compliance with national minimum healthcare standards taking immediate action where appropriate on any areas identified for improvements as a result of internal or external audits or inspections.
• Resource planning: Ensure that cost-effective human resource solutions are in place and that appropriate cover is in place to ensure continuity of service provision.
• Contingency planning: Ensure there is an appropriate plan in place which anticipates any risks to your centre and MSK and outlines appropriate action to be taken to minimise impact.
• Asset Management: Ensure control and care of assets and facilities, setting up and maintaining appropriate maintenance contracts.
• Health and Safety: Take overall responsibility for team, client and general safety in the Centre and as a consequence of its activities.
• Quality management: Promote and maintain the quality management system ensuring all team members are aware of existing policies and working practices and take appropriate action to improve any areas falling short of expected quality standards.
• Service Excellence: Ensure excellence in service delivery and clinical care is maintained and work to enhance the centre standards to provide the best possible service to clients.
• Clinical quality: Ensure incidents are reported and dealt with efficiently and effectively and take immediate action to minimise and resolve client complaints in line with MSK’s complaints policy and procedure.

People Management

• Motivation of team: Engage and motivate all team members within the centre so that they understand and work to achieve centre objectives and KPIs and so that their role has a positive impact on the centre’s success.
• Performance management:  Take an active approach to managing the performance of all team members by providing honest feedback on performance; providing formal reviews at least annually; setting appropriate objectives; ensuring appropriate behaviours are discussed and appropriate training plans are put in place.
• Induction: Clearly define structured local induction plans to ensure new team members understand the requirements of their role and have appropriate training to do the job.  Ensure that all new team members attend corporate induction within the first 3 months of starting.
• Recruitment: Source appropriately qualified, experienced team members with the correct blend of experience and skills to ensure that the centre can run effectively and efficiently, in line with MSI recruitment procedure and policy.
• Retention: Identify issues causing team member dissatisfaction and take appropriate action to ensure there is no impact through turnover on your ability to deliver on client and financial KPIs.
• Discipline of team:  Take immediate and appropriate action in the event of misconduct or serious under performance of team members, seeking support from People & Development Department as required and ensuring action is in line with MSK’s HR policies.
• Managing change:  Proactively and effectively manage any changes to working practices or resource requirements which impact on team members ensuring sensitivity to the issues and effective two-way communication with individuals to minimise the impact of the changes on the centre.
• Communication: Put in place mechanisms for effectively communicating with team members ensuring that the approaches used provide opportunities for two-way discussion.  Promote a feedback culture within the team.
• Learning and development: Create a learning environment to ensure your team members have the appropriate skills to deliver service excellence; assess and forward plan for training needs, getting appropriate support from the MSK Learning & Development function and ensure attendance on mandatory/planned courses.
• Succession planning: Identifying the critical roles within the centre
• Personal development:  Actively take responsibility for own development including ownership of own training and keeping skills and knowledge up to date, seeking support as required.

Qualifications

• Diploma in Clinical medicine or Nursing
• Kenya Registered Community Health Nurse (KRCHN) or Kenya Registered Clinical Officer

Experience

• 2 years experience in healthcare field
• significant operational, hands on management including team management gained within a customer focused service industry
• Healthcare management experience
• Have held, worked to and/or monitored a budget or business plan

Skills

• IT literacy: confident using MS Office i.e. word, excel
• Team leadership skills: effective delegation, supervision, coaching and motivation
• Communication skills: to convey message clearly and concisely, in a manner appropriate to the target audience both in writing and verbally
• Financial skills

How to Apply:

Applications quoting the position title with detailed CVs with contact details of 3 referees (1 of which should be immediate, 1 former supervisor and any other) should be submitted to:

People and Development Dept
pd@mariestopes.or.ke
Marie Stopes Kenya

Due to the urgency of the position, applications will be reviewed as they come.

Only shortlisted candidates will be contacted

NB: Please clearly indicate on the subject line as ‘Center Manager Kisumu’

Marie Stopes Kenya is an equal opportunity Employer