Job Opportunities at Marie Stopes Ghana

Job Description
The Role

• The Contact Centre Manager is responsible for managing the Contact Centre and providing overall coordination of the interface between MSG, clients, and stakeholders through various communication channels for information dissemination, providing professional counselling services, and feedback and directing business through client bookings across all channels

Key Responsibilities
The successful candidate will be responsible for the following among other duties:

MANAGE TEAM AND RUN THE MSI CONTACT CENTRE

• Determine Contact Centre operational strategies and improve efficiency by supervising Contact Centre agents, monitoring call volumes, planning the roster, and liaising with other teams (Marketing, Medical, Operations) to ensure the Contact Centre can effectively address client needs.
•  Maintain and improve Contact Centre operations by answering calls and supporting the team
•  Assess training needs and develop a training program for the Contact Centre teams
•  Work with IT to identify and evaluate the state-of-the-art technologies, define user requirements, productivity, quality, and client service standards

ESTABLISH PROTOCOLS AND GUIDELINES TO GUIDE CLIENT ENGAGEMENT AND MANAGEMENT OF THE CONTACT CENTRE

• Follow and localise as needed the Contact Centre’s Standard Operating Procedures (SOPs) Manual and various processes
• Establish quality assurance and management protocols
• Make available and standardise various information tools and materials for reference by the Contact Centre team
• Manage and review data for analytics. Must be able to interpret numbers for insights & performance

PROVISION OF COUNSELLING, SUPPORT AND INFORMATION TO MSI CLIENTS AND EMPLOYEES

• Answering calls - provide counselling and relevant information to clients who call the Contact Centre
• Monitor inbound and outbound interactions with all clients made by the Contact Centre agents and make necessary recommendations; escalate to the relevant team when necessary
• Support the Contact Centre agents when handling requests from clients and make sure the team provides the right information

PLANNING AND COORDINATION OF SERVICES AND ACTIVITIES UNDERTAKEN AT THE CONTACT CENTRE FOR PROPER COVERAGE

• Ensure inbound & outbound Client Satisfaction Surveys are done, meeting the number of required surveys
• Coordinate general follow-ups for all clients reaching the service delivery channels with specific emphasis on Family Planning, PAFP, and Cervical cancer screening and testing.
• Establish, facilitate, and coordinate the use of client, staff and strategic partner databases to be used for strategic engagement
• Measure success by managing Key Performance Indicators (KPIs), managing scheduling and checking quality.

DELIVERY OF TELEMEDICINE SERVICE

• Ensure Contact Centre agents are pitching telemedicine service to eligible clients and own the delivery of targets for various services under telemedicine.
• Supervise the activities of the Telemedicine Midwife in terms of counselling, follow ups and medical emergency managements.
• Lead the monthly reconciliation of telemedicine stocks and income with finance and RM&E
• Own medical and operational guidelines for the introduction of new service on to telemedicine and the expansion of telemedicine services to new area

To succeed in this role, you must have:

• Bachelors degree in Psychology, Social Sciences, Business Management, Nursing, or Midwifery
• Minimum of 7 years of working experience in a Contact Centre set up
• At least one-year working experience in a Sexual and Reproductive Health (SRH) organization
• Ability to manage and develop team members
• Verbal and written communication skills
• Courses in communication and client management (an added advantage)
• Nursing background (an added advantage)
• Fluent communication (written and spoken) in English and local language(s)
• Excellent analytical and IT skills (MS Office, focus on Excel)
• Familiarity and previous use of Social Media tools
• Overall understanding of MSI activities and services
• Proven knowledge of administration and comfortable with processes and planning.
• Ability to work long hours and in a shift system
• Good knowledge of Client service principles and practices
• Customer service experience
• Knowledge of key performance indicators (KPIs) – able to generate, interpret and make decisions for actions
• Pro-choice and pro-family planning

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Job Description

• The Centre Midwife will be responsible for providing high quality core MSIG clinical services in the assigned centre of excellence. She will be required to support the Midwife / Centre Manager to maintain high quality clinical services and to promote a congenial and professional atmosphere towards all clients. The Centre Midwife will report to the respective Centre Manager (Senior Midwife) in the region.

Key Responsibilities:

• Assist to oversee the work schedules of all clinical team working within the centre.
• Efficiently provide clinical services including long-acting family planning methods.
• Ensure proper maintenance of all clinical products and equipment
• Promote and maintain a welcoming, friendly, professional, and efficient atmosphere towards all clients in the centre to ensure client satisfaction at all times.
• Counsel and assist clients to make informed FP/SRH choices when necessary.
• Ensure that clinical complications at service delivery points are minimized or professionally managed when they occur.
• Provide core MSIG Clinical services including: IUCD, Implant insertion, MSP and MSMP.
• Support the Centre Manager (Senior Midwife) to monitor monthly centre results and make appropriate recommendations to meet centre set targets.
• Assist with all clinical trainings at the centre level.
• Counsel and assist clients to make informed family Planning/sexual Reproductive Health decision
• Keep and manage records of all centre activities including minutes of centre team meetings
• Assist the Centre Manager (Senior Midwife) to ensure formal communications with the various health partners where appropriate
• Support with the entry of all service data into the organisation Electronic Health Record system and other MSIG database as required

Required Skills or Experience

• Must have a recognized clinical qualification in Midwifery.
• Must be registered with a recognized local clinical professional body in Ghana and be of good Standing
• Must have requisite experience to work with minimum supervision

Skills and Experience

• At least Three (3) years post-graduation experience in a Midwifery position
• Experience of working in Sexual and Reproductive Health
• Be well versed in Ghana Health Service clinical policies, protocols and standards
• Excellent provider-client interaction skills
• Work experience with Ghana Health Service and/or an INGO
• Articulate and analytical with attention to detail
• Knowledge of health delivery system in Ghana
• Must be multi-skilled and able to work with minimum supervision.
• Sympathetic to women and men seeking Family Planning and Reproductive Health services
• Be able to work on own initiative and at longer periods.
• Customer focused with good interpersonal skills to engage with people at all levels –government, donor and community
• Passionate about maternal health and the vulnerable
• Motivates team members to deliver high quality service and result
• Team player, self-motivator and able to motivate others to achieve results
• Pro-choice and pro-family planning

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About the Role

• The role reports to the Group Internal Audit Manager and will support the development and delivery of the annual audit plan. The post holder will be expected to plan and undertake fieldwork audits, deliver reports that are clear, concise, and prepared in a timely manner, support the development of regional internal auditors, and help facilitate change management across the MSI Internal Audit function as it delivers on its performance change management agenda.

About You

• We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission and a focus on delivering measurable results. We’re proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace, where everyone feels able to participate and contribute meaningfully. You must be open-minded, curious, resilient, and solutions-oriented, and committed to promoting equality, and safeguarding the welfare of team members and clients alike.

To succeed in this role, it is essential that you have the following skills and experience:

• Strong internal audit experience (at least 5 years), obtained through practice (Big 4/Mid-tier) or industry, with a working knowledge of the IIA Standards
• Demonstrate an understanding of the approach and objectives of risk-based audits
• Perform and document key internal audit procedures e.g., walkthroughs and test of controls
• Perform data analytics and other CAATs to complement audit procedures and to provide insights
• Perform root cause analysis and evaluate audit findings and recommendations
• Demonstrate competent and effective reporting writing skills in English
• Experience of working within a large multinational corporation (MNC) or a global organisation
• Experience of performing internal audit assignments in developing and emerging market environments
• Demonstrate effective verbal and written communication skill, with good influencing skills and a good track record of engaging with senior leadership in a large, complex organisation
• Good working knowledge of Microsoft Excel, Word, and PowerPoint
• Willing to undertake overseas travel, for up to 50% of the time.

To perform this role, it is desirable that you have the following experience:

• Experience of working in an international, donor-funded service delivery organisation
• Experience of working in an international social enterprise, commercial organisation
• Experience of working within a healthcare or health services setting
• Working knowledge of data analytic tools like IDEA (Caseware) and PowerBI, or the inclination to learn through unsupervised, unstructured learning
• Working knowledge of AuditBoard OpsAudit or any other Audit, Compliance & Risk Management software
• Verbal and written language skills in French, Spanish and/or Arabic is desirable.

Qualifications

• Holds a recognised professional accountancy/audit qualification (e.g., CA, ACA, ACCA, CIA etc.)
• Educated to degree level (Humanities, Languages or Engineering degrees are highly desirable)
• Post-graduate qualification in governance and risk management is desirable

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Job Description

• MSG is seeking qualified personnel for an anticipated 5-year USAID-funded family planning activity in Ghana. The goal of the activity is to contribute to the reduction of maternal mortality and morbidity through increased access to comprehensive, voluntary family planning (FP) services to poor and underserved populations in Ghana. MSG is seeking outstanding candidate for the following positions:DEPUTY CHIEF OF PARTY

The Role

• The Deputy Chief of Party (DCoP) will be responsible for the overall technical oversight of the project, including leading technical teams, work planning and reporting. This role will report directly to the Chief of Party and will lead in ensuring technical implementation of high impact, proven interventions and ensuring the project meets stated goals. The successful candidate will assume the responsibilities of the Chief of Party in his/her absence and will coordinate among USAID and key stakeholders, other implementing partners and interact with numerous Government of Ghana institutions and representatives.

Key Responsibilities

The successful candidate will be responsible for the following among other duties:

• Support the Chief of Party to provide technical direction and supervision for all program activities and interventions to ensure integration, coordination, and collaboration across all result areas.
• Ensure that project objectives, outcomes, and deliverables are met and that reporting requirements of the donor are followed.
• Ensure quality activity implementation and employ use of project M&E tools and ensure compliance with donor requirements.
• Promote sustainability of project activities through effective networking, linkages to other programs, capacity building of project staff, and institutional strengthening of partners.
• Provide operational, technical, programmatic, financial and management guidance and support for project activities; identify, consider and resolve issues or problems.
• Oversee and ensure efficient monitoring of subcontracts and grant partners.
• In the absence of the COP, represent the projects to USAID, the government of Ghana, project partners and other stakeholders.

Required Skills or Experience
To succeed in this role, you must have:

• Bachelor of Medicine and Bachelor of Surgery Degrees (MBChB)
• A Masters degree of higher in public health, medicine, management or social sciences or related field.
• Seven (7) years experience managing at a similar level or similar or senior technical advisor level in donor funded programs of similar scope in Ghana or a developing country. Demonstrated capacity to provide management oversight to large complex programs.
• At least 10 years experience working in family planning and sexual and reproductive health, including recent experience and in-depth understanding of the major issues affecting FP in Ghana.
• Demonstrated knowledge and experience of USAID or other donor planning and reporting systems, operations, programming, structure, and sub-award compliance.
• A proven track record of building teams and fostering collaboration in order to achieve goals, meet milestones and produce high quality project deliverables on time and on budget.
• Demonstrated expertise in developing partnership with local government, donors, multilateral organizations, academia, private sector and local community, preferably in Ghana.
• Excellent written and oral communication skills in English.
• This application is open only to Ghanaian nationals or permanent residents with work permits. The position is contingent upon funding to MSG and approval by USAID.