• Provide leadership, support and guidance to operations staff.
• Monitor and drive operational efficiency and financial performance of operations team.
• 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.
• 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.
• Effectively manage risks and assesses opportunities for continuous improvements.
• Effectively manage operations to ensure timely and successful implementation; set up all new programs or projects by mobilizing and securing resources, working with the Senior Operation Manager and Operations Manager and local key stakeholders using ZP agreed methodology and implementation plan.
• 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.
• Proactively and continuously review services in partnership with key stakeholders including the regional operations and local business and development management:
• Put together a comprehensive coaching and training program for the patient support services team and deliver training modules and manage training documentation.
• Act as a point of technical expertise for clients and Patient Care delivery team; provide guidance and advice as and when required.
• 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.
• 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.
• Compile and update a comprehensive management dashboard in line with corporate guidelines.
• Work with HR to undertake staff KPI reviews and appraisals.
• Proactively feeding back information to the manager in order to enhance existing services.
• Any other duties as assigned by the Manager.
• PIMS implementation