Practice Manager
Qatar Veterinary Center
Total years of experience :12 years, 5 Months
• Manage the licensing and municipal requirements to maintain licensed premises and clinical staff at all times
• In charge and accountable for all QVCs day to day operations, the provision of quality care across all business areas and the resources and required support of those involved
• Oversee the reconciliation of financial accounts, utilizing the cornerstone system. Perform or delegate the management of clients’ accounts, outgoings, invoicing, overdue accounts, end of period processing and other accounting tasks
• Recruit and develop the team to ensure smooth running of the practice with appropriate staffing levels
• Management of staff including payroll, logging absences, all immigration affairs, travel, rosters for nursing, reception and the vets
• Conduct monthly administration meetings and report outcomes to the QVC Director
• Develop effective and efficient filing and document storage systems so employee records may be retrieved and stored securely
• Maintain awareness of the local market and how to match and enhance our services so as to promote QVC in Qatar. Take the initiative to promote and enhance QVCs reputation.
• Create strategies to adapt to change. Awareness of QVC’s reputation and competitors and develop competitive service strategies alongside with the QVC Director
• Promote change where it improves efficiency effectiveness and performance of QVC
• Oversee the facilities to ensure they are fit for purpose and in licensable condition at all times
• Maintain and liaise with contractors to ensure the facility remains in clean, safe and well maintained condition
• Develop and maintain contractor relationships and negotiate a good rate for any repair work carried out on the properties and car fleet
• Manage and carry out all new employee inductions, probationary reviews, exit interviews and requests in line with company policies and procedures, that are in place or that you may develop alongside the QVC Director
• Provision of business development ideas to QVC Director, including social networking, community events, etc. and executing upgrading of practice where appropriate
• Responsible for all publicity, including but not limited to advertisements in magazines, business cards, car magnets. Attendance at fairs and festivals to promote QVC in the community
• Manage and oversee appointment bookings in a professional and efficient manner using the in practice database system
• Utilizing the client database to send out regular updates, information, newsletters and other relevant information such as vaccination reminders, welcomes, etc.
• Establish and maintain, with the Head Vet, standards and written guidelines and a set of service standards for communicating with clients and care for patients
• Comply with Health & Safety Regulations and local policy within the surgery
• Oversee preparedness, arrival and clearance of clinical and non-clinical stock and goods and also the inventorying and ordering and pricing thereof
• Be aware of the ethical practices and requirements of veterinary practice and the need to ensure that both clinical and non-clinical team members fulfill their ethical obligations
• Be familiar with the import and export procedures and associated documentation relation to the movement of animals overseas
• Oversee reception and co-ordinate the best use of the reception resources in terms of service to clients and support to clinical care
• Department Head for Human Resources, Training and Recruitment reporting directly to Company General Manager and Board of Directors.
• Learning and Development: • Design, delivery and implementation of company induction for various brands under company umbrella
• Design, implementation and delivery of all company training modules as well as implementation of material provided by Franchisors
• Assist management in the gap analysis process with employees as well as the design and follow up of an effective training action plan to improve overall employee performance
• Sourcing external training providers for safety and security training
• Develop training department, selection and training of junior skills trainers
• Staff Welfare: • Monitor staff accommodation and visa processes
• Conduct disciplinary hearings and provide guidance to management team with disciplinary actions
• Facilitate and manage grievance process and assist employees with queries and concerns that cannot be resolved by line manager
• Conduct quarterly staff forums and wellness surveys to keep employees engaged and motivated
• Organize employee events and community involvement activities
• Design of employee induction and welcome manuals with training to ensure that all employees are aware of the company disciplinary code, Country Law and Labor Law
• Design and implementation of employee rewards and incentive programme
• Conducting of employee and Management evaluations
• Facilitate employee repatriation and insurance claims and payments in case of death, illness and accident/serious injury
• Recruitment: • Develop, update and implement Job Descriptions for all positions in the company
• Recruitment of staff for all levels through local and international sourcing
• Source and identify potential new recruitment markets and agencies and complete service agreements and contract negotiations
• Develop and implement a talent planning and staff pipeline system to ensure optimum staffing at all times
• Employee selection and placement
• Develop and implement a recruitment policy
• Administration: • Check and authorize monthly payroll, employee leave and cancellation dues and monitor HR and Recruitment costs
• Manage HR processes such as verification and attestation of documents, visa applications and resident permit renewals
• Establish, implement and review HR Policies and Procedures
• Processing of visa applications for Company International Travel
• Implementing of HR strategies to improve overall effectiveness of department
• Implementation of new policies and procedures to streamline HR process
• Monitor ticket prices for employee travel, leave and recruitment
• Monitor employee leave dues
• Monitor company processes such as uniform and vehicle fleet
• Accomplishments: • Successfully entered new recruitment markets such as Kenya, Myanmar and Ukraine
• Decrease of 12% annually on employee turnover
• Designed and implemented Company Disciplinary Code
• Designed CSR campaign that raised over QR 30, 000 for charity
• Established strong links in various Embassies
• Increased overall efficiency of department by 35% over 2.5 years
• Business 100% compliant to International Franchise requirements according to our MFA for 2 years running
• Implemented company team building events which resulted in better communication and the breaking of cultural and language barriers
CAREER SUMMARY continued
• Responsible for meeting budgetary and sales targets through motivating and developing staff, consistently achieving and surpassing Key Performance Indicators.
• Controlling management accounts with attention to essential criteria for net profit, including sales, shrinkage, wages, write-off, cash control and store expenditure
• Monitoring and controlling store compliance in all areas, including customer care, effective planning and ordering, staff training and development, organisation and time management
• Supporting management and staff to help create their own successful and productive team and become effective team leaders, recognising potential development and training opportunities.
• Maximising every sales opportunity by promoting the highest standards of customer care and reviewing and evaluating monthly KPI achievements and producing a month end spreadsheet.
• Responsible for Labour Disputes; Performance Management and Counselling, Bargaining Council hearings; CCMA hearings; Disciplinary hearings.
• Managing and developing stores monthly incentive programme.
• Resolving customer complaints swiftly and following up on compliments in a professional and effective manner.
• Responsible for Inventory Control covering all areas of the operation
• Liaising with Centre Management, Town Councils, Local Newspapers and Franchisors to maximise effective Marketing and Advertising campaigns launched
• Staff recruitment, contract negotiations and training to company and Government policy and procedure.
• Monthly Health & Safety, HR, Inventory, Maintenance and Mystery Shopper Audits.
• Daily Stock and Cash audits.
• Accomplishments: • Introduction of a 5 day shift schedule ensuring key staff availability according to business demand.
• Increased Gross Profit percentage at Krugersdorp branch with 9% with consistent monthly growth from 02/10 - 53.5% to 10/10 - 62.5%.
• Increased profitability at Boksburg CBD and Alberton City branches with 12.5% and 8% respectively.
• Was awarded the sole catering rights for Smirnoff Experience presents DJ Tiesto - event hosted at Germiston Airport by Sky Raiders.
• Introduction of Cash Up and Ordering systems to provide consistency when applied by different users and overcame issues of cash shortages and wastage due to incorrect ordering.
• Developed a payroll solution on Excel; Krugersdorp
• Introduced and managed privatized in store maintenance service shared by various branches to increase profitability.
Trademodel 12 t/a Woolworths Café / Food.Bar April 2008 - November 2008
Assistant Regional Manager 7 month Contract position
• New Store Opening: Woolworths Café Westways - Helderkruin
• Branches: Woolworths Food.Bar Design Quarter - Fourways; Woolworths Café Rivonia; Woolworths Café Westways - Helderkruin
• Duties: • Recruitment and Training of staff on all levels; restaurant, supervisors, managers as well as kitchen staff ensuring compliance and consistency with regards to Health & Safety, Mystery Shoppers, product quality, customer service and Brand awareness,
• Managing Payroll - Budget 21%, Takings on average R600 000, 54 Staff Members
• Inventory; stock ordering as well as equipment maintenance with daily, weekly and monthly audits and reports.
• Food Costing - Budget 25% on Self Supply basis from Woolworths Food Market
• Responsible for Customer Complaints and Customer Relations.
• Responsible for individual Waitron and Cashier cash ups.
• Reporting directly to the Store manager and Country manager.
• Disciplinary procedure to be enforced according to company policy and assisted by Labour Consultant at Hearings.
• Staff schedules and Holiday rosters.
• Excellent Customer and Staff relations.
• Accomplishments: • Uncovered Theft and Fraud in Café's, which resulted in criminal charges being pressed and dismissal through successful Disciplinary Hearings. No cases brought before the Bargaining Council had a verdict that was not in our company's favour.
• Introduced new procedures: Monthly Income and Expenses, Labour Control, Stock Sheets, Management In store sign of procedure.
• Payroll consistently at 21% - including Management and Operations Managers Salary's
• Food Cost consistently between 23% - 25%
• Received comprehensive training and assisted in Managing the region making it the most profitable within the company since January.
INITIAL CAREER SUMMARY
• Deputy GM Tattershall Castle Group - London United Kingdom 2006 - 2008
• General Assistant Highland Heritage Hotels - Oban, Scotland 2005 - 2006
In Progress
LEVEL 2 NATIONAL CERTIFICATE FOR PERSONAL LICENCE Developing Hospitality LTD - London HOLDERS - required by law to run an establishment selling liquor in the UK
NATIONAL CERTIFICATE HOSPITALITY MANAGEMENT University of Johannesburg CONFLICT MANAGEMENT BIIAB - London
Subjects Completed: * Computer Science * Business Afrikaans - First Language * Business English - First English * Secretarial Catering * Public Administration * Economic and Legal Environment