Assistant Operations Manager

1. Primary Responsibilities /主要職責:

2. Operations Management, Program Delivery, Delivery Efficiency and Quality of Service.

3. Strategic planning, implementation, evaluation of services for Patient Care:
4. Provide leadership, support and guidance to operations staff.
5. Monitor and drive operational efficiency and financial performance of operations team.
6. Monitor nursing and other health care administrative staff (who are involved in providing the direct to patient/ consumer supportive care) performance to ensure measurable outcomes and alignment of performance with business objectives.
7. Ensure that the program is setup and implemented in compliance with the required pharmacovigilance standards (where applicable) of the client, ensure that all staff responsible of the program is trained accordingly and timely prior to handling the program, ensure that process is in place for spot checks to identify any gap such as missing AE or reporting of incorrect information.
8. Effectively manage risks and assesses opportunities for continuous improvements.
9. Effectively manage operations to ensure timely and successful implementation; set up all new programs or projects by mobilising and securing resources, working with the Senior Operation Manager and Operations Manager and local key stakeholders using ZP agreed methodology and implementation plan.
10. Ensure effective and consistent high standard of delivery of patient programs and services to client to consistently exceed pre-agreed service standards and to ensure continuous achievement of productivity improvements based on high standards set.
11. You will be supported with and be expected to follow the best practice medical guidelines and mentorship from the Regional Operations Manager / Commercial Manager and our medical advice team.
12. Ensure programs are delivered within the appropriate service levels and standards including, but not limited to, case handling time, pre-defined protocols, and confidentiality of patient data.
13. Proactively and continuously review services in partnership with key stakeholders including the regional operations and local business and development management:
14. quality, service, medical governance standards are upheld;
15. Service levels and targets are achieved, making real time changes if any shortfall is discovered
16. Compliance with operational protocols and call scripts,
17. Efficiencies of health care professionals/operations staff are maintained and improved (such as increased contact rates, increase occupancy rates), recommends and implements changes where necessary.
18. Data records are maintained and updated and audited in line with operational procedures.
19. Customer complaints are actioned in timely and professional manner.
20. Recommend and implement any changes where necessary.
21. Put together a comprehensive coaching and training program for the patient support services team and deliver training modules and manage training documentation.
22. Act as a point of technical expertise for clients and Patient Care delivery team; provide guidance and advice as and when required.
23. Responsible for leading the team for data management, data review, and production and delivery of client reports as per pre-agreed standards. Proactively provide analysis and insights in all our management reports to clients.
24. Take the lead to provide operational reports and communicate effectively and proactively within country and regional team, and effectively liaise with cross-functional teams including sales and marketing and IT.
25. Compile and update a comprehensive management dashboard in line with corporate guidelines.
26. Work with HR to undertake staff KPI reviews and appraisals.
27. Proactively feeding back information to the manager in order to enhance existing services.
28. Any other duties as assigned by the Manager.
29. PIMS implementation

Additional Responsibilities 其他職責:

• Business Development, Account Management & Sales Support:
• Provide support to the key account planning process and to define effective scope and strategy for target customers and assist with Key Account management and development to the business unit.
• Assist with business development to deliver sales presentations to potential and existing clients.
• Assist with the Key Account Plan (KAP) reviews, pipeline and forecast updates and develop operational action plan to rectify any shortfall.
• Assume program management responsibility for existing accounts, including client liaison, program reviews and meetings; provide pro-active support and recommendations to exceed their expectations and consistently demonstrate value of the services; work with sales support team to ensure proper and timely administration of the account.
• Assist and work with local and regional teams who are responsible for planning, implementation, co-ordination of marketing related activity, that may include seminars, roadshows etc. whether client or service specific.
• Analysis/review of all monthly/YTD financials
• Forecasting & Pipeline analysis

Others

• To provide support, on a case by case basis, initiatives in the BU when assigned.
• Handles complex, confidential and sensitive information.
• Requires specialized skills and experience and ability to perform a variety of important, confidential and complex tasks with constantly changing priorities.
• Handles and compiles data for special projects.