Healthcare Operations Manager

Description: Employed in the position of Healthcare General Operative, working within the GDP Warehouse environment to ensure that all Healthcare products are handled and stored in accordance with current GDP best practices.

Healthcare Manager Job-Specific Tasks and Duties: This section lists job-specific tasks and duties, such as the ones listed below, that are completed on a regular basis by the Healthcare Manager. 

• Conduct all GDP tasks as they relate to the district facility type and GDP Customer requirements that are outlined in the QA & Customer SOP

• In Expeditors owned or leased facilities, ensure that facilities and equipment are maintained to GDP standards

• Take responsibility for ensuring that all risks that may impact GDP activities or customer product are risk assessed.

• Report any security issues to the site security manager.

• Ensure all facility exits are secure preserving security, temperature-controlled areas, and rodent control.

• Ensure that any non-compliant stock is physically segregated and act on instructions from the GDP CR to Quarantine Returned, Rejected, Recalled or Falsified Products in line with company procedures.

• Ensuring that the Premises and Equipment are up to the required GDP standards of cleanliness, through the continued upkeep of the cleaning program. Report any sightings of pests or rodents.

• Approved Quality Agreements and Service Level Agreements are adhered to in line with the Customer SOP.

• Ensure compliance with agreed customer requirements as documented in the Customer SOP.

• Ensure that only GDP approved Service providers are used, when requested by the customer.

• Work with Branch CR to Manage Corrective Actions and Preventive Actions (CAPA) to ensure that the appropriate actions are documented and implemented correctly and timely.

• Ensure that customers have been informed in writing of any issues with shipments.

• Lead GDP initiatives in the district as they relate in the office operations & warehouse.

• Attend conference calls with the Healthcare Regional Team as required.  

• Participate in departmental and other meetings at the district as appropriate to discuss GDP Compliance in operations. 

• Participate in the District BCP review where Warehouse/storage contingency plans are applicable.

• Engage with Account Managers of district GDP Customers supporting on GDP quality topics.

• Primary point of contact for strategic RFQ’s with Product, GEO and CHQ Pricing teams.

• Work closely with Vertical team to understand thermal packaging capabilities and help to incorporate into unique solutions for Expeditors and our customers.

• Thermal Packing and TC Equipment management (Datalogger, Thermal Equip, Cargo Signal)

• Oversee Transition and Implementations for Healthcare customers.

• Assure key Healthcare attributes are included into SOP’s and operational processes.

• Develop a strong understanding, working with Vertical team and Product, of core carrier capabilities, maintain capability matrix’s and align carrier strengths with Expeditors and our customer’s needs. Work closely with carriers on executing unique, strategic solutions that benefit Expeditors and our customers.

• Demonstrated experience building and maintaining customer relationships, engaging customers on operational and strategic initiatives, and identifying opportunities that support service excellence, customer retention, and business growth.

Expeditors Key Performance Expectations:

Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers. (This skill expectation applies both externally (customers, service providers) and internally (other Expeditors offices/employees).

Job Execution: Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.  Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize.

Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.

Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards.

Culture: Exhibits and promotes the company’s 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humor, and Visionary.

Personal Growth and Development: Participates in training within the company’s guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate.

Operational Process Standards (OPS):Expeditors’ Operational Process Standards (OPS) are in place to ensure we are providing consistent and quality services to our customers. Operators must maintain a thorough working knowledge of the latest GDP OPS versions, guiding our employees to meet our documented standard processes and identification of where there may be risk to the quality of our services being provided to our customers.

Warehouse GDP Compliance: Adhere to local and standard GDP requirements identifying required actions according to GDP standards as documented in the Operational Process Standards (OPS).

GDP Document Control: Ensure that all current version documents are used, recorded, and retained in compliance with OPS and local regulations. The use of Expeditors systems enforced as standard practice. Complete any GDP documents that relate to the storing, picking and distribution of Healthcare Products in compliance with Good Documentation Practice.

Internal and External GDP Audits: Take part in external Customer or Regulatory Audits. Perform self-assessments according to GDP standards as documented in GDP OPS. Communicate the results of all internal and external audits.

Incident Reporting: The Healthcare Operations Manager must be informed when any issues arise in relation to healthcare products that may not comply with agreed customer or regulatory standards. Report immediately to the Healthcare Representative any suspicion of Falsified/ Counterfeit products.

GDP Training: Ensure GDP Trainings are current and compliant in line with Expeditors GDP Training Map and GDP regulation.

Customer Service: Oversee onboarding new Healthcare Customers, work with T&I to align the Customer SOP as it relates to Healthcare/GDP. Consider network business, communicate any and all instructions as they relate to our network. Coordinate implementation of Quality Technical Agreements and Service Level Agreements, collaborating with the Healthcare group and Expeditors legal department for approval.

 

Physical Demands: 

• Use of standard office equipment - computer with keyboard and mouse, phone, fax/copy/scan machine, etc.

• Write with pencil/pen/marker.

• Functions performed primarily standing and driving a forklift truck.

*Local Applicants*