Head, Clinics/Centre Administration (HCA) at Marie Stopes

Reporting to: Assistant Director, Operations
Duration of contract: 2 years (renewable)
Probationary period: 6 months

About this Role

• This role reports to the Assistant Director, Operations and provides strategic coordination to MSION on all matters relating to leadership and management of clinics (referred to as centers) in the delivery of MSION’s strategic goals.
• S/he coordinates successful delivery of CYP targets, delivering and reporting against all contract commitments.
• The HCA will be required to have a high level of business management skills as the Business Manager and lead of all MSION clinics’ Administration; ensuring that they maintain MSI’s modern business practices that enhance productivity and sustainability.
• S/he will be required to analyse and introduce a relevant services mix, initiate performance based incentives for team members, maintain a highly-motivated team, ensure a high level of client satisfaction and ultimately ensures continuity and sustainability of Marie Stopes Clinics/Centres in Nigeria.
• The post holder is required to demonstrate: initiative; energy; persistence; results orientation; drive; integrity and discretion; enthusiasm; and commitment to personal development in the excellent delivery of work against these responsibilities.

Key Duties in Relation to the Responsibilities
Managing Clinics/Centres sustainably as a social enterprise:

• Deliver affordable family planning and related services approved by MSION
• Work with all relevant units/functions to ensure that the Clinics’ performance and compliance indicators are clearly set, disseminated and reviewed regularly as agreed with the Senior Management Team
• Develop clearly defined high quality plans that will lead to increased clients in-flow and service income in comparison to set targets.
• Ensure that all centres run in sustainable manner.
• Manage corporate & insurance clients in an organic and sustainable manner.
• Proactively advice and mentor Centre teams in business management, results-focused orientation, compliance to set processes & procedures, critically assess and take on new opportunities.
• Regularly track Centre performance and make necessary adjustments in time.
• Hold quarterly review meetings to track Centres’ performance and strategise as deemed appropriate.

Clinical Standards and Client Care:

• Work with the Clinical Services Units to ensure that set clinical standards/protocols are understood, disseminated and upheld by the Centre teams.
• Ensure that high quality service standards are maintained and high level of client satisfaction is achieved
• Work with the MSI Medical Development Team to ensure regular and effective supervision, to check adherence to set protocols.
• Ensure that the client remains the nucleus of all decisions and that clients are always properly counselled on their rights, treatment methods and choices, with appropriate referral whenever suitable.
• Ensure that Centre Teams maintain an effective referral system for the treatment of clinical complications, including the dissemination of MSION’s hotline services to prospective clients.
• Work with the clinical services unit to ensure that all Centre team members are properly oriented, trained and that the necessary clinical skills of the team members are apt, in accordance MSI and MDT clinical guidelines and procedures.

Centre Teams Leadership and Development:

• Provide leadership and guidance to all clinic team leads, to enhance their individual and team productivityDirectly manage and supervise the performance of all.

Centres:

• Build a motivated, innovative, and productive team.
• Motivating, coaching, training and continuously setting and reviewing KPIs for all Centre team members.
• In collaboration with the Human Resource Management Unit, participate in the recruitment, performance monitoring, team motivation, and support of personal development of Centre team members.

Working Systems:

• Ensure high standards of operational efficiency and effectiveness with clear, transparent systems in place.
• Manage the Centre teams by ensuring that 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 Procurement & Logistics Unit to ensure that an effective system for the supply of commodities to centres is in place to avoid stock-out at the Centres.
• Ensure that effective systems are in place for the timely, accurate management and reporting of information through efficient collection, analysis and reporting of data from Centre teams.
• Manage financial and stock control systems for the prevention and detection of fraud
• Ensure compliance to MSION/MSI set standards and procedures/policies.
• Ensure compliance with relevant Government standards and policies at all times.

Collaboration:

• Collaborate and participate in the development of communication and promotional plans and activities with the Marketing team.
• Collaborate with other MSION team members to ensure organisational efficiency and leveraging on already existing resources to deliver services in continuously improved manner.
• Collaborate with other MSION team members to promote innovation and effective ways of delivering services, boosting team morale, fostering oneness and promotion of MSION’s vision, mission and values.
• Working with the RM&E team, gather evidence regarding Centre related activities, adjusting activities as required towards achieving strategic and operational objectives.
• Working with the RM&E team, gather evidence regarding Centre related activities, adjusting activities as required towards achieving strategic and operational objectives.

External Relations:

• In liaison with the Communications and External Relations manager, represent MSION (where relevant) in meetings with external stakeholders, presenting MSION evidence, of our successes and learnings.
• Collaborate with and influence external stakeholders to utilize MSION service channels, especially the centers.
• Engage in relevant policy fora relating to Centre service delivery activities.
• Participate where relevant in activities promoting our Centers.

Qualifications

• A University Degree in Clinical Services or Business Management
• Relevant Higher Academic or Professional Qualification in courses related to business management, customer care, Service Marketing, General Management, will be an advantage.
• Knowledge and experience in the Medical/Health Sector is an added advantage.
• Fluent English both oral and written.

Experience & Skills

• Excellent verbal and written communication skills.
• Ability to work in deadline driven/results orientated atmospheres
• Good team player and Strong Networking Skills.
• A Strategic thinker
• Good planning skills
• Ability to manage and motivate teams to achieve targets.

Attitude, Motivation & Orientation:

• Keen to pursue personal development
• Result-driven
• Pro-choice
• Strong commitment to the vision and mission of MSION/MSI