Marie Stopes
Sierra Leone (MSSL) was established in 1986 as a leading
provider of high-quality reproductive healthcare. We are a social enterprise
that blends the values of non-profit public service with the innovation and
efficiency of private sector delivery. Every year, we serve thousands of women,
men, and young people across Sierra Leone with compassionate, client-centered
care.
We are part of MSI Reproductive Choices, a
global partnership operating in 37 countries, united by the belief that
everyone should have the freedom to make their own sexual and reproductive
choices.
Our work goes beyond healthcare. By supporting
the physical, emotional, and reproductive wellbeing of our clients, we also
open doors to broader opportunities. When men, women and girls are able to make
informed choices about their bodies and futures, they are better able to stay
in school, pursue their careers, contribute to their communities, and build
healthier families. In this way, reproductive choice becomes a pathway to
dignity, autonomy, and the reduction of poverty.
The Role/Function
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The Centre Operations Manager is responsible
for the end-to-end performance, quality, efficiency, and sustainability of
all MSSL Centres, ensuring that clinical services are delivered to the
highest quality standards while operational systems, staffing, finances,
supply chains, and infrastructure function seamlessly.
The role integrates clinical quality assurance and
operational discipline, ensuring that Centres are safe, compliant,
client-centred, financially viable, and operationally efficient, while also
supporting service expansion, revenue growth, and continuous improvement.
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Key Responsibilities
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1. Centre Operations and Service Delivery Management
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Conduct
regular, structured supervision visits to all Centres to assess service
delivery, compliance with SOPs, cleanliness, client flow, staff conduct, and
operational efficiency.
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Ensure
uninterrupted availability of approved clinical, laboratory, and diagnostic
services across all Centres by proactively addressing operational risks.
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Oversee
the operational rollout of new or expanded services, ensuring that staffing,
equipment, consumables, pricing, marketing, and SOPs are aligned before service
launch.
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Ensure
that operational gaps identified through supervision or data review are
documented, tracked, and resolved within agreed timelines.
2. Clinical Quality Oversight and Governance
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Ensure
that all Centres operate in full compliance with MSSL Clinical Governance
frameworks, MSI global clinical standards, and national regulatory
requirements.
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Work
closely with Centre Clinical Leads to ensure that clinical protocols, SOPs,
infection prevention and control (IPC), safeguarding, and ethical standards are
consistently implemented.
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Review
clinical audit reports, incident logs, complication reports, and safeguarding
cases, and ensure that corrective and preventive actions are implemented within
agreed timelines.
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Monitor
clinical quality indicators, including service outcomes, adverse events, audit
scores, and client complaints related to care quality.
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Ensure
that Centres remain inspection-ready at all times for regulatory, donor, and
internal audits.
3. Workforce Planning, Rosters, and Performance
Management
- Oversee
workforce planning and staff scheduling to ensure adequate daily coverage
and appropriate
skill mix across all Centres.
- Monitor
roster adherence, attendance, punctuality, and absenteeism, and ensure
that backup
arrangements are in place for unplanned absences.
- Ensure
that all Centre staff receive structured onboarding, induction, and
continuous training in clinical
practice, customer service, safeguarding, financial
controls, and compliance.
- Conduct
or oversee regular staff performance reviews and ensure that
underperformance is
addressed through documented performance improvement
plans.
- Promote
staff engagement, motivation, and retention through feedback, recognition,
and supportive
supervision.
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4. Financial Performance and Business Accountability
- Monitor daily, weekly, and monthly service
income, SAPAC, and client volume performance for each
Centre.
- Work with Service Marketing Manager to develop
and implement strategies to increase revenue,
optimise service mix, and improve client conversion.
- Ensure strict compliance with MSSL financial
policies, internal controls, anti-fraud and bribery guidelines
at Centre level.
- Monitor operational expenses and ensure efficient
use of resources, maintaining expenditure within
approved budgets.
- Ensure accurate billing, insurance claims
processing, referral invoicing, and reconciliation in collaboration
with Finance.
5. Supply Chain, Inventory, and Logistics Oversight
- Work
closely with Inventory, Procurement, and Logistics teams to ensure
continuous availability of
medical supplies, consumables, laboratory reagents,
and non-medical items.
- Ensure
that stock tracking systems are correctly used and that physical stock
verification and reconciliation
are conducted regularly.
- Monitor
inventory performance indicators such as stock-out rates, expiry levels,
wastage, and variances,
and ensure timely corrective action.
- Ensure
that cold chain and storage requirements are strictly adhered to for
temperature-sensitive products.
- Oversee
waste management and disposal processes to ensure compliance with
environmental and
health regulations.
6. Stakeholder, Referral, and Insurance Partner
Management
- Oversee referral partner relationships by
monitoring referral volumes, service utilisation, and partner
satisfaction.
- Ensure timely reconciliation of referral and
insurance partner accounts in collaboration with Finance.
- Monitor insurance claims submission, rejection
rates, and payment timelines to ensure optimal cash flow.
- Support the onboarding and performance review of
new referral and insurance partners to expand
access and revenue.
7. Client Experience, Feedback, and Service
Improvement
- Ensure that client feedback tools are
consistently administered across all Centres.
- Review client satisfaction scores, Net Promoter
Scores (NPS), complaints, and feedback trends.
- Ensure that client concerns are addressed
promptly and that service recovery actions are implemented
and tracked.
- Use client feedback data to inform service
improvement and operational adjustments.
8. Compliance, Risk, and Audit Management
- Conduct regular operational and compliance risk
assessments across Centres.
- Ensure timely resolution of audit findings,
compliance gaps, and identified risks.
- Work with Compliance, Clinical Quality, and HR
teams to strengthen governance and accountability at
Centre level.
9. Equipment, Facilities, and Infrastructure
Management
- Ensure that all medical and laboratory equipment
is functional, calibrated, and maintained in line
with preventive maintenance schedules.
- Monitor equipment uptime and ensure that
breakdowns are addressed promptly to avoid service disruption.
- Ensure that Centre facilities are clean, safe,
and well-maintained, and that maintenance records are
accurate and up to date.
- Coordinate with Procurement and IT teams for
timely repair, replacement, or upgrade of equipment and
infrastructure.
Qualifications & Experience
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A
Bachelor’s degree in Health Administration, Public Health, Nursing, Medicine,
Business Administration, Operations Management, or a related discipline is
required.
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A
postgraduate qualification in Public Health, Health Systems Management, Healthcare
Administration, Business Administration (MBA), or Operations Management is a
strong advantage.
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Formal
training or certification in clinical governance, healthcare quality
improvement, operations management, project management, or health systems
strengthening is desirable.
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Demonstrated
exposure to healthcare service delivery environments, including clinical
operations, quality assurance, and compliance frameworks, is essential.
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Continuous
professional development in areas such as clinical quality, leadership,
people management, financial controls, safeguarding, and risk management is
expected.
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Competencies & Skills
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Strong understanding of healthcare
operations and clinical quality systems.
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Proven experience in revenue tracking,
cost control, and operational efficiency.
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Strong people management, supervision,
and performance management skills.
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High analytical capability with strong
reporting and data interpretation skills.
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Excellent communication,
decision-making, and problem-solving abilities.
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High integrity, resilience, and ability
to operate in a multi-centre environment.
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Must
be pro-choice
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Working Conditions
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The role requires frequent travel to MSSL
Centres across Districts and direct engagement with frontline teams.
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The role may require availability
outside normal working hours to respond to operational or clinical
emergencies.
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The role operates in a fast-paced,
high-accountability healthcare environment
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