Marie Stopes is recruiting to fill the following positions:
1.) Contact Centre Officer
2.) QAM Director
3.) Finance Manager
Marie Stopes Sierra Leone
Marie Stopes International (MSI) is a global social business providing personalised, high quality, affordable contraception and safe abortion services to women and girls. MSI has 13,000 team members working in 37 countries to deliver our mission: children by choice, not chance. Marie Stopes Sierra Leone (MSSL) is a founding member of the MSI Partnership, operating in Sierra Leone for 30 years and becoming the largest non-governmental provider of family planning (FP) and sexual & reproductive health (SRH) services in the country. MSSL delivers services in every district of Sierra Leone through its outreach, centres/clinics and social marketing channels.
See job details and how to apply below.
1.) Contact Centre Officer
The Function
The MSSL Integrated Marketing team is responsible for creating a unified and seamless experience for clients to interact with the MSSL brand and services; blending all aspects of marketing communication including social marketing, service marketing, advertising, sales promotion, direct marketing, call centres, social media and advocacy. The team ensures that all forms of communication and messaging are carefully linked together across all service delivery and marketing channels.
The team ensures that MSSL is continually driving towards program sustainability and increased uptake of FP and SRH services. MSSL uses social marketing to ensure that people have an option to buy high-quality, affordable contraceptive products in the private sector. It also provides an opportunity to offer information and referrals to our other services for clients interested in switching to long-acting or permanent methods. Call centres will become increasing integral to all MSSL channels and where applicable, may offer telemedicine for SRH services in addition to building awareness of the full MSSL offering, helping to translate a client contact into a client service.
The team contributes to furthering MSIs mission: Children by Choice not Chance by bringing modern business approaches to MSSLs marketing strategy in order to move the organisation towards surplus generation, financial sustainability, high productivity and growth by bringing FP methods closer to the client.
The Role
The Call Centre Officerwill be proactive in the support of a high quality call centre and social media platforms, contributing to the implementation of the MSSL call centre strategy by ensuring that timely and accurate information of calls is recorded.
The call centre is an integral component to improving the ability for MSSL to reach women and men to refer them to FP and SRH services. This new and improved “referral hub will play an increasingly important role within the MSSL service delivery communication and strategy. Critical measures of success are improvement in call centre clinic conversion from enquiry through to clinic appointments; client call numbers; client MA / PAC service support and referrals; call resolution rates; client satisfaction with call handling.
The Call Centre Officer will be managed by the Call Centre Channel Lead and will directly interface with the clients on the phone and through social media. The position requires close integration with cross-functional teams, in particular Quality Assurance and Management.
Key Responsibilities
Telephone counselling
Answer inbound calls on time, with empathy, articulately assisting and supporting clients with their specific enquiries.
Discuss with any client of any age group the reason for seeking our services (medical or surgical abortion, PAC, STI) and the whole range of FP and SRH services.
Make outbound calls to specific public and private facilities where our products and services are in need to better create access to the consumer population and aid program sustainability.
Actively make calls to public and private facilities to follow up and ensure sales of MSSL products and services.
Build the clients’ interest and confidence in the services and products offered by MSSL.
Provide personalised customer service of the highest level.
Empower the individual client to reach a decision.
Provide PAC help and support.
Follow up PAC clients and ensure Post Abortion Family Planning.
Provide high level, accurate responses to SRH enquiries.
Arrange for the dispatch of products, information packages, brochures etc. to clients and other interested parties as and when required.
Arrange referrals to MSSL clinics and ensure a monthly referral report depicting all referrals.
Actively make calls to public and private facilities to follow up and ensure sales of MSSL products and services.
Proactive in the development of a high standard and professional telephone ethics.
Record and maintain immediate, concise and accurate electronic records of calls and referrals, supported by contemporaneous and confidential notes.
Investigate incidents, obtain reports as required and discuss with the Quality & Compliance Manager.
Keep the Channel Lead and Quality Assurance Director informed of issues that may compromise the quality or integrity of the services.
Conduct ongoing call handler evaluation with regular call review and assessment.
Apply critical analysis to the complex information presented during client calls to ensure an appropriate and safe outcome to meet client needs.
Compile, analyse and report calls statistics as required.
Provide accurate information regarding MSSL services and procedures.
Be aware of own limitations and being able to refer onwards.
Seek assistance where needed.
Other reasonable duties as requested by the Call Centre Channel Lead.
Social media
Ensure a timely response to all queries through social media (Facebook, Twitter, etc.)
Actively patriciate in social media promotions and discussions.
Provide accurate information regarding MSI services and other referral agencies as necessary
Use innovation to engage with youth online to discuss MSSL products and services.
Provide high level, accurate responses to SRH enquiries.
Record and maintain concise and accurate electronics records of any referrals to the call centre.
Keep Quality & Compliance Manager informed of issues that may compromise the quality or integrity of MSSL.
Clinical excellence and client care
Ensure that the client remains at the centre of everything we do and that clients are always properly counselled on their rights, treatment methods and choices, with appropriate referral whenever suitable and necessary.
Ensure high quality service standards are maintained and a high level of client satisfaction is achieved at all times.
Proactively develop strategic quality messaging, client frequently asked questions and answers, working closely with the Quality Assurance team as well as the Service Marketing Manager.
Work with the Quality Assurance team to ensure that set clinical standards/protocols are understood, disseminated and upheld by the call centre team, ensure regular and effective supervision to check adherence to set protocols.
Working closely with the Quality Assurance team, ensure compliance to MSI and MSSL Standards of Quality and Safety; participate in meetings as required, and ensure systems are in place that results in continued quality improvement of services provided in the call centre.
Manage initial client complaints and answer queries.
Experience (essential/desirable)
Client counselling experience, in any forum (essential).
Experience of counselling women considering termination of pregnancy, SRH and FP (essential).
Strong knowledge of MSSL products and services (essential).
Call centre experience (desirable).
Experience of providing a high quality standard of client care and service delivery (essential).
Understanding of the latest social media, communications and marketing trends (desirable).
Proficiency in computer software such as Microsoft Word, Excel, PowerPoint and Outlook (essential).
Ability to take precise counselling notes and organise a varied workload (essential).
Excellent time management and prioritising skills (essential).
Fluency in English & Krio (for Freetown location) and Liberian English (for Monrovia location) (essential).
Qualifications (essential/desirable)
Registered nurse or midwife (essential).
Up to date understanding of Obstetrics & Gynaecology, family planning and SRH (desirable).
IT skills including use of Windows / MS Office / PowerPoint (essential).
Personal attributes
Strong commitment to the goals and vision of MSI and MSSL.
Strong supporter of the cause for contraception and a womans right to safe abortion. (Pro-choice.)
Highly self-aware and adapt style to suit the situation or audience.
Flexible and friendly
Calm under pressure
Attention to detail.
Reliable and self-confident.
Willingness to develop own skills and knowledge in line with the needs of the role.
Good telephone manners, articulate and well spoken.
Interest in social media platforms.
Highly effective written and verbal communications skills and at ease communicating with all staff and clients.
Click the link to apply: APPLY
MSI Behaviours and Values
Team Member Behaviours
Work as One MSI
You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others
You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort
You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity
You hold yourself accountable for the decisions you make and the behaviours you demonstrate
You are courageous in challenging others and taking appropriate managed risks.
Develop and grow
You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective
You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always
You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role
You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador.
Leadership (For Leaders only)
You inspire individuals and teams, through situational leadership, providing clear direction
You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline
You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team
You articulate a vision of the future which inspires and excites others.
MSI Values
Mission driven: With unwavering commitment, we exist to empower women and men to have children by choice not chance
Client centred: We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality
Accountable: We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact
Courageous: We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
2.) QAM Director
The Function
The Quality Assurance and Management function is responsible for the assurance of end to end clinical quality of the services delivered by MSSLs three channels: outreach, clinics and social marketing. With a broad oversight of all areas of service delivery, clinical governance and the global standards established by MSI, the team represents MSSL in all clinical and quality matters. It provides expert support to develop and maintain clinical capacity and quality in the form of client safety, effectiveness of services and the best client experience across all service delivery channels.
Working with the MSI Medical Development Team (MDT), Senior management Team (SMT), MSIs international partners and related technical colleagues, the function is responsible for development and implementation of the MDT training and capacity strategy, ensuring that it is closely aligned to the MSI Partnership goals of maintaining clinical quality across all service delivery channels.
The team contributes to furthering MSIs mission: Children by Choice not Chance by ensuring excellence in clinical quality and training, developing effective strategies to meet training needs emerging as a result of quality audits, setting standards and guidelines, holding the management of MSSL to account to deliver world class services.
The Role
As a member of Senior Management Team (SMT), the QAM Director plays a crucial role in enabling the achievement of MSSLs mission by building on the excellence of service delivery quality, building expert and knowledgeable teams capable of implementing MSIs strategy Scaling Up Excellence.
This new position reflects the progress that MSSL has made to date with its governance agenda, being seen as leader for FP and SRH in the country, delivering high clinical standards across 9 centres and 14 outreach teams, and our promise to continue to ensure safe, cost effective and appropriate care for our clients.
The QAM Director will supervise develop and grow a small team able to manage all QTA requirements, drive through innovations and deliver clinical training and emergency response. The QAM Director has the authority to pause team activities, recommend disenfranchisement on the basis of quality concerns and hold the SMT and management to account. The QAM Director, while reporting directly to the Country Director, will work closely with the Operations Director to ensure that technical support is available to the teams responsible for service delivery.
Key Responsibilities
Quality assurance
Responsible for the clinical governance of MSSL, with appropriate quality assurance, accountabilities and governance tools functioning at all levels of the organisation.
Development and delivery of quality assurance systems, policies procedures and activities across MSSLs channels and services fully compliant with MSI and Government of Sierra Leone standards and guidelines.
All service providers to ensure that they strictly adhere to MSI clinical policies and guidelines
Establishment, roll out and regular monitoring of systems of internal clinical audit across all service delivery channels with mechanisms to identify and remedy areas of concern and escalation to the SMT as necessary.
Incident management, investigation and reporting on all serious incidents as per MSI policy.
Taking steps to pause services and initiate action if needed to protect clinical quality.
Report regularly and accurately to MSSL SMT on all issues relating to quality, client safety and actions taken.
Ensure that commodities and supplies are used according to MSI standards.
Work closely with the finance, administration and operational teams to ensure that premises are fit for purpose and achieve/maintain their registration.
Develop tools to measure and track compliance and provide reports to the SMT which provide reassurance on all issues relating to quality compliance.
Responsible for ensuring clinical standards, protocols and policies and standardisation of services are in accordance with international best practice and the current evidence base Lead the development and maintenance of standard operational policies, procedures and processes to ensure the delivery of high quality safe care to our clients which is consistent across the country.
Lead the development of a robust customer complaints procedure which ensures speedy resolution of customer complaints either locally at centre level or at an operational level and ensures that appropriate action is taken to close the loop.
Strategic leadership
Contribute to MSSL strategy and business planning processes, with particular focus on driving MSSL towards world class clinical quality.
Provide clinical input to the strategic direction of the organisation. Lead on clinical innovation and provide cost effective solutions. Identify new innovations and best practice.
Provide clinical expertise to relevant teams to ensure that services are always delivered to MSI standards and in accordance with regulatory requirements.
Collaborating with the RME team, develop and implement a research agenda to generate evidence on best clinical practices and client outcomes. Review and approve all clinical research protocols
Lead as Director of Infection Prevention and Control.
Clinical leadership
Responsible for clinical decision making including reporting of clinical incidents and safeguarding issues to MSI and relevant external bodies.
Engage and motivate all clinicians on all quality and assurance initiatives, working through the Quality Assurance Manager and Clinical Trainer.
Advise SMT on the most effective and cost efficient ways of delivering clinical services.
Responsible for managing and directing lead clinicians , leading on changes in clinical practice and the delivery of clinical services, ensuring that these are fully researched and evidence based.
Advise Channel Leads and QAM team on developments and changes in clinical practices.
Advocate for MSSL and its clients both internally and externally globally.
Support dialogue with policy makers as required to increase access to high-quality safe abortion and family planning services.
Engagement with range of relevant public and private SRH service provider stakeholders especially in relation to clinical training and development.
Represent MSI externally at meetings, committees, forums and conferences, working with key stakeholders such as WHO, development partners, regulators, the medical community in SRH and other communities related to MSSL clinical services.
Work collaboratively with the finance, commercial, operational teams to ensure centre premises are fit for purpose.
Training and development
In collaboration with the Clinical Trainer, develop training curriculum in accordance with MSI global requirements/standards with minimum disruption to service and impact on quality.
Ensure the delivery of high quality health services trainings to MSSL service providers and partners in accordance with MSI standards.
Use self-assessment, QTA visits and management meetings to identify specific training needs so that quality and technical clinical capacity is continuously improved.
Oversee the inclusion of quality assurance in all staff induction.
Ensure that quality assurance and related training/certification is inbuilt into all funding programmes.
Responsible for the continuous development of clinical best practice, ensuring MSSLs continued leadership in the field of SRH services.
Experience (essential/desirable)
Significant health services management experience gained within the reproductive healthcare sector (essential).
Experience in providing and / management of FP/SRH training (essential).
Experience in health services quality control at national level (essential).
Proven record of clinical leadership in a healthcare environment
Experience of working on initiatives aimed at improving the customer experience
Extensive understanding and experience of clinical governance and risk management.
A proven track record and significant experience of successfully working with clinicians and other healthcare professionals
Fluency or strong command of spoken and written business English (essential) with a good comprehension of Krio (desirable).
Qualifications and Training (essential/desirable)
Medical doctor (essential).
Post graduate degree or equivalent in medicine or gynaecology (desirable).
Active, practical and up to date knowledge of all family planning methods and basic obs/gynae (essential).
Assurance and/or training qualification desirable (desirable).
Good knowledge of the health sector in Sierra Leone an important advantage (desirable).
Personal Attributes
Strong supporter of the cause for contraception and a womans right to safe abortion. (Pro-choice.)
Results driven.
Motivated and energetic.
Strong commitment to the goals and vision of MSI and MSSL.
Passion for service excellence and improving quality
Strong leadership and management skills; able to effectively build capacity.
Excellent interpersonal/communication skill.
The highest levels of integrity, and a strong ethical sense.
Self- managed and able to prioritise and work under pressure.
Resilient and able to manage own stress and that of others.
Strong analytical and problem solving skills
MSI Behaviours and Values
Team Member Behaviours
Click the link to apply: APPLY
Work as One MSI
You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others
You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort
You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity
You hold yourself accountable for the decisions you make and the behaviours you demonstrate
You are courageous in challenging others and taking appropriate managed risks.
Develop and grow
You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective
You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always
You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role
You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador.
Leadership (For Leaders only)
You inspire individuals and teams, through situational leadership, providing clear direction
You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline
You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team
You articulate a vision of the future which inspires and excites others.
MSI Values
Mission driven: With unwavering commitment, we exist to empower women and men to have children by choice not chance
Client centred: We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality
Accountable: We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact
Courageous: We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
3.) Finance Manager
Interested candidates to click link:
APPLY
Marie Stopes Sierra Leone
Marie Stopes International (MSI) is a global social business providing personalised, high quality, affordable contraception and safe abortion services to women and girls. MSI has 13,000 team members working in 37 countries to deliver our mission: children by choice, not chance. Marie Stopes Sierra Leone (MSSL) is a founding member of the MSI Partnership, operating in Sierra Leone for 30 years and becoming the largest non-governmental provider of family planning (FP) and sexual & reproductive health (SRH) services in the country. MSSL delivers services in every district of Sierra Leone through its outreach, centres/clinics and social marketing channels.
The Role/Function
The Finance Manager will take overall responsibility for the finance function of MSSL, specifically managing and controlling accounting ledgers, funds and asset management; and finance staff supervision.
Key responsibilities
Ensure MSSL’s accounting ledgers are properly maintained such that they are accurate, up-to-date, fully supported by proper documentation and satisfy the information needs of stakeholders.
Monitor and develop the organizations financial and management accounting systems.
Maintaining the highest standards of internal controls: identifying areas of potential risk to MSSL’s assets and incomes, and designing innovative measures to improve these.
Prepare, present and monitor the annual budget in line with the annual business plan monthly.
Periodically provide analytical review of financial and non-Financial data to aid decision making process of Management.
MSSL HAS A ZERO TOLERANCE POLICY TO FRAUD AND BRIBERY.
Qualification and qualities required
Degree in Financial Management, Accounting or ACCA qualified professional
At least 5 years work experience, 3 of which must be related to finance management work.
Excellent communication skills – excellent verbal and written English communication skills and ability to organise and present information in a compelling way.
Familiarity with the use of financial software e.g. SUN Committed to the mission and vision of Marie Stopes Sierra Leone
.
Personal attributes
Results driven.
Strong commitment to the goals and vision of MSI and MSSL.
Strong supporter of the cause for contraception and a woman’s right to safe abortion. (Pro-choice.)
Managing time well and helping others to do so too.
Passion for service excellence and improving quality.
Strong leadership and management skills; able to effectively build capacity.
Excellent interpersonal/communication skill.
The highest levels of integrity, and a strong ethical sense.
Self- managed and able to prioritise and work under pressure.
Willingness to learn and develop.
Willingness to rotate location and willingness to travel at short notice.
MSI Behaviours and Values
Team Member Behaviours
Work as One MSI
You contribute, use, and share accurate data and evidence to improve understanding, insight and decision-making across MSI, enabling us to maximise our ability to influence others.
You share relevant knowledge, expertise and resources to strengthen teamwork and prevent duplication of effort.
You actively work as part of a team, providing support and flexibility to colleagues, demonstrating fairness, understanding and respect for all people and cultures.
Show courage, authenticity and integrity
You hold yourself accountable for the decisions you make and the behaviours you demonstrate.
You are courageous in challenging others and taking appropriate managed risks.
Develop and grow
You seek feedback to enable greater self-awareness and provide the same to others in a way which inspires them to be even more effective.
You manage your career development including keeping your knowledge and skills up to date.
Deliver excellence, always
You strive to consistently meet and exceed expectations, putting clients at the centre of everything, and implement smarter, more efficient ways of performing your role.
You build and maintain effective long-term working relationships with all stakeholders, and are a true MSI ambassador.
Leadership (For Leaders only)
You inspire individuals and teams, through situational leadership, providing clear direction.
You seek and provide opportunities which motivate team members, helping to develop skills and potential whilst strengthening our talent and succession pipeline.
You are aware of emerging developments in our sector, demonstrating strategic insight about our clients and business and encourage this in your team.
You articulate a vision of the future which inspires and excites others.
MSI Values
Mission driven: With unwavering commitment, we exist to empower women and men to have children by choice not chance.
Client centred: We are passionate about our clients and dedicate our efforts to delivering agreed objectives to the highest possible quality.
Accountable: We are accountable for our actions and take responsibility for everything we do to ensure long term sustainability and increased impact.
Courageous: We recruit and nurture talented, passionate and brave people who have the courage to push boundaries, make tough decisions and challenge others in line with our mission.
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Name of Position: Customer Service Associate
About the job
Life Care Hospital is recruiting to fill the following positions below: