Client Relations Manager

International Clinical Laboratories (ICL) is one of the largest independent clinical diagnostic centers on the African continent. ICL opened its door for service in 2004 with the aim of “contributing to the maintenance and enhancement of the quality of life throughout Ethiopia” by encompassing a system of human and physical resources designed to meet the changing healthcare needs of the population it serves.

It is the only laboratory accredited by the USA-based Joint Commission International (JCI) five times in a row. The laboratory provides more than 3000 tests in collaboration with its referral laboratories.

ICL would like to fill the following vacant positions under the Client Relations Department for Head Office (AA1) by inviting all qualified and competent applicants:

Position: Client Relations Manager
Required Number: 1 (One)
Report to: Client Relations Director
Employment Status: Permanent
Working Place: Head Office (AA1)
Department: Client Relations

Position purpose and summary

Client Relations Manager is responsible for the day-to-day leadership and management of Innovative Partnership (IP) Sites, Regional clients, Addis Ababa Clients, projects and customer support operations.

The Client Relations Manager is expected to work closely with the Director of Client Relations, Client Service Rep’s, customer support team and IP site focal persons. He/she is responsible for managing the performance of a diverse range of referral testing services and training programs under this operation and to optimize the ability to deliver quality laboratory service for partner health facilities with agreed terms and conditions. This position requires a self-motivated individual, capable of hiring, training and leading staff, as well as handling complex process, exhibits a professional ability to direct and lead subordinates, lower-level staffs and enjoying travel to regional IP’s and clients.

Duties and responsibilities

• Planning, developing, and leading the delivery of effective, efficient and sustainable services across IP’s, Clients and projects
• Evaluating and managing the resources and processes required for the successful completion of activities and projects
• Planning and organizing periodic review meetings with the IP sites and clients
• Maintaining IP sites and Client’s communication with all regional and Addis operations Activities on a regular basis
• Developing, receiving and implementing working standard operating procedure, manuals and guidelines for various processes of the client operations
• Analyzing and developing client business metrics in order to compile and present reports
• Possess an overall propensity for revenue management and an ability to analyze expansion sites financial deal and understand and direct other financial matters
• Responsible for human resource tasks such as interviewing and hiring and even training potential and future employees
• Handing out employee rewards for exemplary service and disciplinary measures for violations
• Ensuring that customer service and financial performance is according to the budgets and key performance indicators
• Periodic and as needed operational visit to IP’s and clients for the development, strengthening and maintenance of the trustable partnership programs
• Ensuring the successful implementation of the client’s strategy and plan through continuous monitoring and evaluation
• Demonstrate active and collaborative role in the effective management and achievement of the outcomes of the program
• Effectively mentor, coach, support, motivate and develop staffs to enable them to deliver the best of their capacity
• Actively engaged in the client service operations, service innovation and continual improvement process
• Complying the quality and business performance requirements of the organization
• Taking key role in developing new strategic partnership across the region and Addis with health facilities through consultation of the client relations director
• Oversees the potential market development across the country
• Identifying and timely resolving operational problems; gathers and analyze information to develop solutions
• Performing other organizational related activities as needed to improve all round success through encouraging and assisting personnel within his/her client service operations
• Performing additional jobs, he/she is ordered by the director and department head

Qualifications & experience:

Bachelor of degree in any health-related fields, preferably in Medical Laboratory Science

• 3-5 years’ experience in health care service operations management

MSc in any health-related fields

• 2 years’ experience in health care service operations management

Competencies/skills:

• Exceptional managerial and organizational skills
• Good leadership qualities and administrative abilities
• Risk analysis, critical and strategic thinking and the ability to provide solutions to the benefit of company and clients
• Excellent written and communication skills
• Ability to work in deadline and pressure situations