Operations Director

OneWorld Health is an NGO committed to providing quality, affordable healthcare to people in need in Uganda. We are searching for a skilled and experienced Operation Director with excellent planning, leadership, and communication skills to join the professional team. The ideal candidate for this position should be a service-oriented individual who values and upholds integrity and empowerment.

Title: Operations Director

Reporting to: Country Director

Supervises: Facility Managers, Client Relationship Officer, Marketing Specialist.

Duty Station: Uganda (Frequently travels to OWH medical sites in Masindi, Kijunjubwa, Bulima, Bweyale, Bugembe, Kyenjojo and Kyegegwa)

Role Summary

This position drives business and management performance at each of the facilities within the Uganda country program by working alongside facility leadership, guiding decision making, and providing necessary support. Other critical functions include ensuring compliance with internal and external policies; driving the marketing strategy; serving as a key liaison for clients and operational partners; managing expansion projects; and ensuring the quality of operations and customer service. The Operations Director works with the Country Director and country leadership to develop annual strategic plans and budgets and submits regular reports towards the completion of set objectives.

DUTIES AND RESPONSIBILITIES:

Key Result Area 1: Drive strong business performance, across all sites.

• Work in coordination with the Country Director and facility leadership to develop annual strategic plans and budgets.
• Ensure efficiency & cost effectiveness of each facility through continuous improvement of systems, policies, and processes.
• Analyze current operational processes and performance, recommending solutions for improvement where necessary.
• Review weekly and monthly operational reports, and work with staff to develop strategic initiatives to facility performance issues.
• Define and own the marketing operations roadmap, ensuring marketing plans and approaches are developed, implemented, evaluated, and customized to meet the needs of the organization.
• Develop strategies and recommendations for improving effective customer feedback and response mechanisms.
• Plan and organize all customer relations training activities in response to emerging trends and /or identified gaps.
• Oversee customer relations performance metrics and prepare quarterly reports.

Key Result 2: Drive strong performance management across all sites.

• Support and supervise facility managers and department heads, advance cohesion between various internal departments and ensure adherence to key performance objectives to meet business and customer expectations.
• Conduct annual performance reviews for all direct reports. Work with the human resource and leadership to develop and implement staff evaluation parameters and that all staff receive annual performance evaluations.
• Manage and implement capacity building strategies for local staff across all project locations.
• Collaborate with human resources to create and implement succession plans for key management and supervisors.
• Ensure accurate and timely reporting across all facilities..

Key Result 3: Ensure all facilities and projects comply with national regulations and the policies of OneWorld Health.

• Work with leadership to develop operations policies and procedures and regularly assess these for relevance.
• Implement policies and procedures to improve day-to-day operations and ensure work environments are adequate and safe.
• Ensure that facilities and projects utilize standard processes and procedures and comply with all OWH policies.
• Work with the Finance Director, and Medical Director to ensure that all facilities comply with national/MOH policies.

Key Result 4: Oversee expansion and maintenance of infrastructure.

• Oversee development of new facilities, including leading negotiations, contract development of all vendors/contractors, and hiring.
• Work with the Country Director to ensure that new facilities are built on time and on budget.
• Through an annual infrastructure maintenance plan, ensure early identification and control of maintenance issues to limit potential financial output.
• Oversee the inspection of infrastructure to determine the need for repairs or renovations and work with vendors/contractors to implement repairs.
• Provide facility managers with guidelines and procedures for grounds maintenance and building safety and security.

Key Result 5: Serve as the key liaison for partners, clients, and other key stakeholders at operational levels.

• Leverage relationships with external partners, and vendors to make decisions regarding operational activity and strategic goals.
• Manage relationships/partnerships with other NGOs, government officials and local partners where applicable.

Carry out additional tasks and responsibilities as reasonably assigned by the Country Director

BEHAVIOURAL COMPETENCIES (our Values in Practice)

Service:

• Demonstrates a positive and supportive attitude towards patients and business partners.
• Develops new and innovative solutions to improve clinical/business processes.
• Ability to proactively solve problems in response to internal and external customer needs.

Humility:

• Seeks out feedback and applies it to make improvements, develop plans and implement strategies that help the organization meet its objectives.
• Learns from mistakes.
• Demonstrates respect for others by listening, collaborating, and affirming team contributions.

Integrity:

• Honest, encourages openness and transparency.
• Demonstrates reliability and trustworthiness.
• Takes responsibility and accountability for actions.

Empowerment:

• Fosters customer relationships based on mutual trust and respect.
• Upholds patient autonomy and informed decision making.

Love:

• Emphatic and compassionate
• Proactively manages conflict through dialogue and negotiation.

Dignity:

• Values and practices fair and equal treatment of others (regardless of ethnicity, gender, and social status).

QUALIFICATIONS, SKILLS, AND EXPERIENCE

• A Bachelor’s (honors) degree in business administration or related field.
• Postgraduate education in Business Administration or related field.
• Qualification in civil or construction engineering or prior experience in construction, structures maintenance, and rehabilitation works would be an added advantage.
• A minimum of 8 years’ experience in nonprofit and/or hospital programs, with at least 5 in a senior leadership position.

Additional Skills & Competencies

• Ambitious and performance-oriented with exceptional people skills.
• A team player with excellent communication skills.
• A good command of both written and spoken English.
• Excellent management and organizational abilities; proven experience of workload planning and delivery of key targets within a service environment.
• Able to build and develop the capacity of others.
• Superior knowledge of industry regulations and operational guidelines.
• Excellent computer skills and in-depth knowledge of data analysis software packages.
• Working knowledge of customer relationship management (CRM) packages.
• Proven knowledge of performance evaluation metrics in a business setting.

Application Information:

Application complete with a cover letter, up-to-date CV, academic documents and valid APL should be submitted as a single document to the following email address: uganda.careers@oneworldhealth.comOnly shortlisted candidates will be contacted.

Disclaimer: One World Health does not charge any kind of fee at any stage of the recruitment process and does not act through recruitment agents.