OPERATIONS ASSOCIATE
BURJEEL HOSPITAL FOR ADVANCED SURGERY
Total years of experience :14 years, 4 Months
Burjeel Hospital for Advanced Surgery is a unit of VPS Healthcare group. VPS Healthcare is an integrated healthcare provider with 20 hospitals across UAE, Oman and India. It has 4 healthcare units in Dubai, and one unit is coming up in Sharjah. The Corporate Office in Dubai is responsible for the P & L of the existing units, business development, and the overall expansion plans in Northern Emirates, as well as in MENA.
Reporting directly to the CEO-VPS Healthcare (Dubai & Northern Emirates), I managed all the activities in his office and supervised the Executive Secretary, Operations Executive, Personal Driver, and Office Assistant. Liaised with the line managers/Operations Directors of 4 healthcare units in Dubai to keep tab on the daily operational/BD/marketing/Projects/HR activities, reported exceptions, and followed up on key-action items to ensure compliance. Liaised with the senior management team to prepare business proposals, revenue reports, & strategic plans. Coordinated with Corporate Office to manage major events, client visits, organizational changes, and other ad-hoc tasks.
Major Tasks done included:
• Liaised with the Director Operations and the Center Managers on operational matters and report the progress of the units to the CEO.
• Managed the calendars, appointments/meetings, travel plans, accommodation, visas, follow-ups, office expenses, and sometimes personal tasks of the CEO.
• Prepared and presented daily, weekly and monthly revenue reports to the Management team to utilize data to track progress and improve profitability of the business units.
• Assisted the Director Business Development, Director Finance and Business Analyst in preparing business plans, budgets, presentations, proposals and related documents.
• Coordinated with the external clients/potential customers to ascertain their needs and communicate the same to the business development team.
• Closely worked with the Managing Director’s office to coordinate visits of international clients.
• Facilitated process and policy implementation in support of organizational goals.
• Facilitated internal and overseas business meetings of the senior management team (MD, COO, CEO, etc.).
• Prepared business reports for the CEO and senior management team.
• Coordinated and engaged in interdepartmental meetings and committees.
• Worked effectively with key support functions (Finance, Marketing, BD and HR).
• Coordinated with Corporate office and external agencies for major events like World Economic Forum, World Government Summit, Arab Health, and other major conferences and corporate events.
• Liaised with the Projects Director, the Project Manager and the Project team to keep track of the ongoing projects and provided status update to the Management team on a weekly basis.
• Scheduled and coordinated weekly project update meetings.
• Prepared and submitted the weekly progress reports to the project management office.
• Ensured proper storage and accuracy of project documents.
• Managed vendor payment database and coordinated vendor payments.
HIGHLIGHTS:
▪ As the main POC for major events like World Economic Forum (Davos), World Government Summit (Dubai) & Arab Health (Dubai), was commended for effectively coordinating with organizers, employees (Senior Management, Units Heads, and event staff), vendors & clients.
▪ Commended for providing effective and efficient assistance to the international business teams and Corporate Finance team during the initial phase of expansion plans in Kuwait, Saudi Arabia, and Nigeria. Was recommend for the position of “Operations Coordinator” in new office in Nigeria.
▪ Coordinated approval of new-hire contracts, employment visas, JDs, increments, DHA & MOH licenses, international visas, event expenses, and employee benefits.
▪ Initiated and prepared “Project Logs” to document the important dates, key milestones, payments, and communications. It was well accepted and appreciated by the CEO and the Director-Finance.
Major Tasks done included:
▪ Plan the course delivery, logistics, equipment procurement/distribution, and other activities/resources to ensure that operations are managed within authorized budgets.
▪ Plan, direct and manage Operations team, to maintain and develop business growth in accordance with the overall organizational strategy.
▪ Build, lead and develop the Operations team effectively to deliver desired quality standards.
▪ Improve the overall operational systems, processes and policies.
▪ Develop, review, and report on the operations team’s activities and strategies during the weekly, monthly and annual meetings.
▪ Lead the design, development and delivery of learning solutions that include a blended approach to learning such as coaching, classroom training, and experiential learning.
▪ Create brochures, training materials, multimedia visual aids and presentations for the new training programs.
▪ Measure impact and success of learning programs to ensure intended business outcome is derived.
▪ Liaise with training partners, team members, guest instructors, customers and other departments to resolve challenges and handle exceptions.
▪ Provide ongoing development feedback and coaching to team members in the skill areas of training design, development and facilitation.
▪ Build solid cross-functional relationships.
▪ Represent IIEMS at conferences, seminars, workshops, etc. and network actively to propagate the brand and the business.
▪ Participate and contribute to monthly and quarterly assessments and forecasts of organization’s financial performance against set financial and organizational goals.
▪ Assist VP/COO and the Board with the development of strategic plans.
▪ Undertake any other duties as may be assigned from time to time, especially deputizing in the absence of the CEO and be willing to work unsocial hours occasionally.
▪ Develop and manage sound HR system at IIEMS and its 3 sister concerns.
▪ Drive recruitment strategies in sync with the overall growth strategy of the organization.
▪ Provide training for employees and managers on HR topics as need arises.
▪ Resolve employee relations issues, performing investigations as and when needed.
▪ Ensure archival and administrative files are up to date and well maintained.
▪ Ensure payroll and employee benefits and organizational insurance is administered in conjunction with the Senior Manager Finance/CFO.
▪ Ensure statutory compliance - legal and labor - of all 4 organizations.
▪ Implement effective succession planning, people management, development, recruitment, and retention strategies.
HIGHLIGHTS:
▪ Achieved an average YoY growth of 34% in the number of trainees during 2013-15 and improved overall course profitability by 20%.
▪ Developed new HR system, policies, and processes conforming to the existing Labour Laws.
▪ Developed succession plans and candidate pipeline for each branch and division.
▪ Planned, designed and executed a UNDP-sponsored Training Needs Assessment project involving 2250 medical professionals across Kerala.
▪ Led team through 2 major business process changes.
▪ Introduced cost cutting measures resulting in reduced operational cost by 20%.
▪ Identified and trained successors in for each level in the Operations team.
▪ Prepared and submitted customized disaster management capacity building plans to district, state and national disaster management authorities.
▪ Successfully led the team at IIEMS to achieve Gold Recognition Award in 2014 and Platinum Recognition Award in 2015 from American Heart Association (AHA).
▪ Prepared concept notes and business proposals on various topics on behalf of the VP and the Chairman.
▪ Oversaw the administration, facility management, and purchase of office equipment, hardware/software, & licenses across 7 branch offices.
▪ Liaised with the web development team to revamp the company website.
ITrans Learning Solutions is a training firm providing services to individuals and groups (schools, colleges, corporate). Its services include training for Medical Transcription, Communicative English, Personality Development, Online Tuition, Induction and Orientation for professional colleges, and Outbound Training. With head office in Pattom (Thiruvananthapuram), it had 14 franchisees across Kerala state.
Major responsibilities included:
• Managing/Coordinating the entire day-to-day activities of one or both of the offices of ITrans.
• Managing a production (medical transcription) team of 16 members and ensuring timely delivery of reports with desired quality standard.
• Ensuring proper maintenance of training records.
• Managing a team of 7 full-time trainers, 5 office staff, and a team of part-time trainers.
• Conducting performance appraisals of reporting staff and making apt recommendations.
• Identifying the training needs of the reporting staff.
• Planning and coordinating the selection and training of ITrans staff.
• Conducting induction and orientation of new staff at ITrans.
• Conducting monthly staff meeting.
• Conducting quarterly performance reviews for the staff.
• Setting quarterly/annual targets for the trainers/staff.
• Coordinating the company celebrations.
• Interacting with clients to understand their training needs, preparing customized training modules, training proposals, and training delivery plans.
• Preparing and submitting service delivery quote and agreement to the client.
• Following up with the client for feedback and future associations.
• Liaising with franchisees for training quality and monthly admission targets.
• Tracking performances of the franchisees and take appropriate actions whenever necessary.
• Coordinating the post-training placement of candidates undergoing Medical Transcription training.
• Conducting one-on-one with the trainees for feedback on trainers/training.
HIGHLIGHTS
▪ Successfully conducted needs assessment, and managed program design and delivery of functional and behavioral skills training for 2 Corporates and 2 Professional Colleges.
▪ Improved operational efficiency at the franchisee level by implementing best training practices.
▪ Managed payroll, recruitment, training, and appraisal of reporting staff.
▪ Worked closely with the software development team of ITrans Info Solutions to develop educational solutions.
▪ Conceptualized & proposed a new vertical "ITrans HR Solutions" to provide HR support to small-to-medium scale enterprises.
Accentia was a listed ITES company with expertise in Medical Transcription, Medical Coding, Medical Billing, Revenue Collections and EMR. It had 7 SBUs across India with 900 employees and 1 office each in Florida and Oregon, USA.
Designed, developed, delivered and managed functional skills training curriculum, training materials, budget, metrics, and stakeholder involvement for over 8 years training 700+ trainees, and managing 12 Team Leaders, and 4 Faculty. Provided HR Generalist support to line managers, unit heads, and 900 staff across 7 geographically distributed business units. Remotely managed recruitment and payroll of Independent Contractors in the US. Managed recruitment, selection, training, and performance management of staff in BPO and Medical Transcription divisions.
Major Responsibilities included:
• Responsible for managing, mentoring, guiding and developing a team of 2 junior HR executives.
• Maintain and develop HR policies.
• Administer all employee benefit programs in conjunction with the Finance and Administration department.
• Provide counsel and assistance to employees at all levels in accordance with the company's policies and procedures.
• Oversee the core HR Administration tasks, Payroll, Vendor, and Grievance management.
• Conduct staff welfare management and employee engagement programs.
• Prepare recruitment plan, questionnaire, brochures, and presentation for in-station/out-station recruitment and job-fairs.
• Provide professional support and advice on recruitment to line and departmental managers.
• Prepare job descriptions, job advertisements and decide how and where jobs are advertised.
• Screen applications, shortlist and interview applicants. • Identify cost effective recruitment options yielding good results.
• Identify training and development needs of the staff and prepare training strategy.
• Design and develop effective training programs/materials based on company's and the individual's need.
• Manage the cost & budget of the training program.
• Lead & supervise the training team (12 Team Leaders and 4 faculty).
• Conduct yearly appraisals for the training team and make apt recommendations.
• Supervise/conduct induction programs.
• Organize monthly shifts, task, test schedules, training venues & logistics.
• Liaise with other departments for overall effective & efficient operations.
HIGHLIGHTS:
▪ To accommodate the changing business needs, initiated, completely revised medical transcription training program resulting in reduction in training cost (33%) and the training period (1/3rd).
▪ CEO commended my efforts in training during Annual gathering.
▪ Liaised with SMEs to prepare training curriculum for Medical Coding and Medical Billing.
▪ Liaised with external trainers to organize Professional Development Programs across 5 branches.
▪ Spearheaded the implementation of continuous Leadership Development Program that focused on grooming the next line of managers/TLs on company-specific leadership behaviors & skills.
▪ Liaised with the IT team to prepare a customized LMS to facilitate professional development among employees across 7 branches.
• Managed employee recruitment (10 job fairs, 5 campus 88 in-house recruitment), on-boarding, off-boarding, welfare and engagement programs.
• Played a major role in integrating the training activities across 7 centers of Accentia in India.
Expect to complete the course in June 2020