Operations Manager
Silkor Cosmetic Surgery
Total years of experience :20 years, 3 Months
ACHIEVEMENTS:
ESTABLISHED THE OPERATIONS AND BRAND OF SILKOR COSMETIC SURGERY CENTRE IN THE MARKET FROM SCRATCH.
JOB RESPONSIBILITIES:
Sourced and hired top skilled medical and sales team employees, recruitment of world-renowned surgeons from all around the world and oversee the licensing in accordance with the healthcare regulations of the United Arab Emirates.
Oversee the surgical department, the operating theatre requirements, pre and post-operative protocols.
Developed and implement a long term strategic plan for sales and marketing, including but not limited to budgeting, materials purchase plan, digital marketing campaigns and established excellent customer service.
Developed proper procedure in reporting, that includes incident reports, patients complains, suggestions and feedback as well as employees performance.
Implemented quality care system into the surgery department that focuses on infection control, risk management.
Assessing patients and performing consultations in the UAE, Oman, Lebanon and Kuwait.
In charge of delivering training to all employees in all branches.
Acquisition of contracts with suppliers and business partners, such as insurance, hospitals, hotels etc.
ACHIEVEMENTS:
Launched the new branch in Dubai healthcare city, hired and established full range of business medical and non-medical staff, which includes complete facility licensing, passing DHCC inspection and obtaining operation permits.
Reduced patient complaints by 90% in the first half of 2016.
Improved patient’s post-op care by 80% in the second half of 2016.
Improved client experience in the centre and reduced waiting period by 85%.
Reduced more than AED 40, 000 per month from cost related to business segment, HR, purchasing, renegotiating contracts.
JOB RESPONSIBILITIES:
Managed the day-to-day operations of the Centre.
Established and implemented policies and procedures, goals, objectives, conferring with board members and employees.
Advice on assessing patients in the Centre.
In charge of recruitment.
Established performance management.
Controlling the budget and approval of all purchase orders.
Coordinate with the doctors regarding their schedule and surgeries requirements.
Review performance data that includes financial, sales, and activity reports and spreadsheets, to monitor and measure departmental productivity, goal achievement, and overall effectiveness.
Work with IT department for website enhancement, monthly marketing campaigns performance.
Work with the surgical team to ensure availability of Operating Theatre necessary consumables, equipment’s & medications.
Foster a spirit of teamwork among team members.
In charge for all licensing procedures related to the Medical Centre and medications approvals.
Formulated all policies and procedures of quality improvement.
Developed manuals for administrative staff and nurses, doctor’s guidelines for infection control etc... as per Dubai Health Authority and Dubai Health Care City standards of quality.
Knowledgeable with DHA & DHCC guidelines and information policy.
Digital Marketing
Structured the strategy of the Social Media, , monitoring and updating the Company’s Social Media Portals 24/7: Facebook, Twitter, YouTube, instagram, LinkedIn, Google+ .Ensuring that social media platforms are up to date with events and images in all available languages. Launching social media promotions and monitor social communities including, but not limited to all mentioned above.
Create, manage, evaluate and optimize new marketing campaigns across social media channels following brand standards and guidelines.
Implementing retargeting methods to keep the brand consistency in the mind of clients.
Content creator for all social media channels
Plan, launch and manage PPC and online marketing campaigns.
Experience in SEO, SEM, Analytics, WordPress, and mobiles, database, email campaigns, social media and display advertising.
Setting up and optimizing Google Adwords campaigns along with conversion tracking.
Experience in SEO, SEM, Analytics, WordPress, and mobiles.
Design Landing pages and implement A/B testing.
Knowledge of Google analytics and funnels setup.
Administration
Managing the day to day operations of the Centre and a team of 16 employees.
Advanced knowledge of office systems software.
Attend meetings on behalf of the Medical Director.
Confirming or reminding or following up from the attendees about the meeting that have been arranged.
Keep records of any correspondence received and sent.
Check emails and forward them to the concern party. Reply if it is necessary upon the instruction of the Medical Director.
In charge for all duties concerning the licensing procedures related to the Medical Centre, such as coordinating with Dubai Health Authority regarding the transactions and licenses. Communicating with Public Authority and processing all staff and doctors visas with Ministry of Labour and General Directorate of Residency and foreign Affairs.
Preparing the monthly WPS transfer and forwarding to the bank.
Planning and organizing of Emirates Plastic Surgery Society meeting events (including Coordinating with the sponsors, preparation of invitations, Venue selection and printing of menus and programs, catering, facilities, entertainment and other resources) as required. Attending business meetings, preparing the agenda, circulating the minutes of meeting and following up on action points. Communicating with Emirates Medical Association regarding the Emirates Plastic Surgery Society monthly meetings and events. Communicating with Board Members and co-ordinating the Societies’ activities.
Preparing the program and abstract of the speakers for the monthly events. Communicating with possible sponsors New Sponsors and sponsorship opportunities.
Producing documents, briefing papers, reports and presentations.
Producing documents in English and Arabic for the Medical Director Review and signature.
Liaising with all clinic staff
Keep personal files of the Medical Director.
Drafting of agendas and relevant minutes of the meeting.
Other duties as assigned.
Handling administrative jobs such as, drafting emails, preparing letters in English and Arabic for CEO review and approval, translating documents, prepare meetings agendas, attend and arrange all business meetings, coordinate with government entities on regards to NOC’s and office requirements, provide supports to other departments as necessary.
Review all the Emails and letters received to the DY Chairman and draft reply for the same.
Takes dictation and minutes of Department Head's meeting and other meetings that the DY Chairman will request.
Meetings: Schedule and coordinate meetings, conference calls, diary management, Prepare agendas and correspondence.
Arranges DY Chairman’s meetings and travels.
Handles screened telephone calls, faxes and mail.
Passes important / urgent messages to the DY Chairman when he is out of office.
Handle all DY Chairman’s confidential and private transactions.
Safeguards the official documents and agreements in secure place and allow authorized personnel to access them.
Coordinate for administrative matters for the Management such as meeting requests, ordering business cards and office supplies, internal moves, work spaces, liaising for IT equipment and other matters, booking conference rooms etc.
Coordinate the activities involved in the sales and service centre.
Handling all customers’ complaints.
Plan and schedule the activities of the service centre (i.e. after sale service, preventive maintenance, refurbishment, purchasing of spare parts, etc.)
Release and Review quotations and purchase orders before sending to customers and suppliers.
Release invoices related to the refurbishment job and following up for the same
Provide support to the Product Marketing and Sales team.
Taking care of the In & Out coming shipment of all the goods.
Drafts responses and constructs letters for MD Review and signature.
Arranges MD meetings and travel.
Attend trade shows and association meetings as required.
Dealing with Incoming & Outgoing emails.
Preparing Invoices and quotation.