Summary
Date Posted: Friday, September 15 2023, Base Salary: Not Disclosed

JOB DETAILS:

Reporting to: Operationally Centre Manager
Probationary Period: 3 months
Reporting to: Administratively Business Operations Manager

Purpose:
The Centre Operations Officer will report to the Centre Manager, and their main role is to maintain high Client care standards expected by MSUG and actively work to promote the smooth running of the centre and contribute to improved financial performance.

It is particularly important that the CENTRE OPERATIONS OFFICER is able to sustain a close and collaborative partnership with operational staff at the support office and field, so that centre deliverables remain a focus of operational activities. The COO will be able to work productively with other Social Business teams to ensure that Centre activities equally build on the Business Plan.

MSU VALUES
1. Client Centred: dedicated to our clients and work tirelessly to deliver high quality, high impact services that meet clients’ individual requirements.
2. Courageous: Have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
3. Mission Driven: With unwavering commitment, we exist to empower women and men to have children by choice, not chance.
4. Accountable: Ownership of our actions and focus on results, ensuring long term sustainability and increasing the impact of the Partnership.

Marie Stopes Uganda is an NGO registered in Uganda. We are affiliated to Marie Stopes International. Together we deliver post abortion care, quality sexual and reproductive health care, and family planning to millions of the world's poorest and most vulnerable women and men. We want to make sure that women have a choice when it comes to having children and that death by unsafe abortion is reduced.
The primary responsibility of this role is to further our Goal: THE PREVENTION OF UNWANTED BIRTHS and the mission of ensuring the individual’s right to: CHILDREN BY CHOICE NOT CHANCE

Key Responsibilities
This post has four key responsibilities and related deliverables:
1. Customer Service
2. Front Desk Management
3. Financial Administration
4. Records Management
5. Supplies management
6. Supervision

Customer Service
• Providing Unconditional positive regard for every customer/client at the Centre.
• Ensure the Centre Maintains the best customer handling standards and train all staff at the Centre to provide the best customer experience.
• Ensure that clients are welcomed and offered a sit on arrival.
• Efficiency of service and minimize client waiting time.
• Client follow-up, support and building a positive relationship to increase client loyalty.
• Ensure that client feedback is collected, recorded, and shared with management for review.

Front Desk Management
• Ensure that the reception area and client toilets are clean and stocked of necessary supplies.
• Ensure that the office is fully operational in terms of power, water, Phone, Office equipment.
• Receive and redirect incoming and outgoing correspondence
• Make official telephone calls in support of clients and any other operational business while ensuring proper use of the Centre phone and other communication gadgets.
• Liaise with HR in terms of Centre staff welfare i.e., uniforms, Ids and medical cards.
• Provide administrative support to the centre team especially in report writing.
• Identify gaps in cash flows at the centre and report to the centre manager/Business operations manager for prompt actions
• Monitor utility consumption (water and electricity), receive, and forward all utility bills and keeping a track record of this.

Financial Administration
• Receipt and reconciliation of all centre income.
• Ensure that all services taken by clients are recorded in EHR and the finances paid by clients are wholesomely reflected in EHR. It’s the duty of the COO to ensure that all payments are made at the front desk. No payments should be made in any other rooms.
• Fill out the daily income reconciliation summary with the manager at the end of each day using EHR financial summaries.
• Ensuring that the income is banked on the following day without fail.
• Review and reconcile corporate income in EHR against what is reflected in corporate claims and ensure that the figures balance. Compile corporate reports after thorough review with the centre manager and submit both soft copies and hard copies of the reports to the Manager Corporate Business within the agreed time limits.
• The COO should ensure that they’re no mistakes and losses in corporate income arising from negligence or lack of efficiency at work.
• Ensure availability, proper utilisation, Accountability, and reconciliation of Petty cash.
• Support on the implementation of Insurance regulations.
• Ensure that all clients pay for the services provided.

Records Management
• Proper records management ensure confidentiality and maintain a record of client vital information.
• Ensure all client notes are filed in alphabetical order so that all notes can be found easily when required. Existing client notes should all be stored together so that a full record can be achieved.
• Ensure all client information entered in the EHR system is correct and verifiable, traceable and authentic.
• Ensure that collected client information in the system is not accessible to third party persons. All gargets in your control must have a password known to you only as a means of securing client information. All client information requests must be passed through the manager.
• Ensure that petty cash records, client consent forms, client receipts, utility bills and reconciliation summaries are stored safely for future reference.
• Ensure that the corporate claims reports, and duplicate claims are kept safely in files for future reference.
• Keep inventory record of all MSUG property at the Centre including consumable supplies.

Supervision
• Provide supervision to centre assistants, front desk locums and caretakers.

Measure
• Excellent customer Service
• Minimised patient waiting time
• Evidence of client loyalty
• Accurate record of client feedback.
• Evidence of follow up to address issues raised.
• Effective use of petty cash.
• Accurate & timely performance reports.
• Accurate & accessible records.
• Level of organisation and priotisation.
• Timely completion of reports
• Level of compliance to MSU Policies and Procedures.
• Quality of phone etiquette.
• Level of Cleanliness of reception area.
• Utility bills are paid in due time to avoid disconnections
• Team support and coordination
• Accuracy in filing and documentation
• Accuracy in Petty cash reconciliation.
• All clients visit and payment records must accurately captured in HER.
• Daily Reconciliations and banking reports sent to support office every month.
• Level of confidentiality exercised in dealing with centre clients.
• Proper filing and records management at the centre.
• Effective Supervision of centre assistant and front desk locums.

PERSON EPECIFICATION
Knowledge, Skills and Attitudes
Qualifications:
• University Degree in Business Administration or related discipline
• At least 3 years experience in sales, Business development and management with a big, fast paced business organisation

Skills/Experience:
1. Sound knowledge of Microsoft Office applications including MS Excel, Power point and internet is mandatory.
2. Proven excellent technical oral, written, and editing abilities; ability to present and write influentially for multiple audiences
3. Ability to work well with others in team environments, build consensus and drive change
4. Should be able to work in deadline driven/results orientated atmospheres
5. Strong people management skills
6. Able to think strategically and a good planner
7. Able to manage and motivate teams to achieve targets and to achieve organisational change.
8. Posses’ leadership personality, and able to take on and solve problems quickly and efficiently
9. Ability to stay on track and deliver even under pressure.
10. Willingness to work beyond the stipulated business working when necessary.

Attitude / Motivation:
Successful performance at MSU is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others. There are 13 key behaviours that MSU encourages in all employees, and they are defined below:
Initiative: Thinking ahead and taking action to make the most of opportunities by finding the optimum solution
In this role, you must predict quality issues that might arise and plan to address them

You will take initiative with your team and across the CMT to realise efficiencies and impact
• Innovative: Thinking creatively so that ideas generated create a positive outcome
In this role creativity will be needed to inspire service providers to achieve results across a range of varied contexts
• Effective Communication: Communicating through active listening and good questioning techniques, using appropriate body language, ensuring information is clear and concise.
In this role your team will feel listened to, well informed, know what they should be doing through the efficient use of management time
• Team Player: Working as part of a team by being supportive, flexible and showing respect for each other
The role is part of the CMT and together with them takes responsibility for the delivery of MSU’s strategic plan
Working together is essential in achieving results
• Responsive Being responsive to changing priorities and demands
Your plan will be clearly made out and changes will be agreed and reported regularly and on time
• Working Efficiently: Planning, prioritising and organising work to ensure work is accurate and deadlines are met
As part of the CMT and in order to meet the needs of contractual obligations to investors/donors your work will be clear accountable and effective
• Sharing Information: Sharing information and knowledge whilst maintaining confidentiality
Timely action will be taken on information regarding your areas of responsibility
• Focus on Learning: Taking responsibility for keeping knowledge and skills updated and for seeking opportunities to develop further
This post-holder must actively seek knowledge that can be shared and keep the teams up to date on latest views
Commitment: Awareness and understanding of goals, vision and values and how your role impacts on this and going the extra mile to meet role requirements
• Driven: Drive and determination to deliver results
Regular reporting will indicate ability to conceive, design and deliver on results
• Accountable: Taking responsibility for appropriate decisions that you make, and the actions and behaviour you demonstrate
• Embracing Change: Openness to embracing change within the organisation and being able to adjust plans/activities accordingly
• Motivated: Motivation towards achieving quality results to maximise potential

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
You are encouraged to apply for the above position provided you meet the specified minimum job requirements
To apply for the position, please visit the careers page on our website: www.mariestopes.or.ug  to submit your application. (please attach your CV) Or go directly to the application page by clicking here and click Apply Now

The deadline for applications is Friday, September 29 2023.

MSUG is an equal opportunities employer, committed to safeguarding humanity and expects all position holders to share this commitment.

MSUG has a well guided and transparent recruitment process that requires no payment from any candidate/job applicants/potential job seekers as a pre-employment requirement.

Female candidates that qualify are encouraged to apply

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