Blue Room Operations Specialist - South Sudan

ABOUT US

Sand Technologies is a global leader in digital transformation, empowering leading organisations and governments worldwide to achieve their digital aspirations. We offer a comprehensive suite of services, including enterprise AI solutions, data science, software engineering, and IoT, delivered from our centres in the Americas, Europe, and Africa. 

Our training programs, in partnership with organizations like the Mastercard Foundation, Amazon Web Services, Holberton, and ALX cultivate the next generation of agile digital leaders. Through recent strategic acquisitions, Sand Technologies has further strengthened its capabilities in advanced analytics and intelligent software development, enhancing our ability to solve our clients' most pressing challenges across telecom, utilities, healthcare, and insurance industries. 

We believe in harnessing technology to deliver real impact and value, helping organizations bridge the gap between their current reality and digital future.

ABOUT RHOS

The Rural Health Operating System (RHOS) is a Sand Technologies project that is reimagining rural healthcare delivery across Africa. RHOS seamlessly integrates technology, people, and processes to gather high-quality data from rural health posts, empowering healthcare leaders with real-time data for informed decision-making. This data is managed at our Health Intelligence Center, known as the Blueroom, which is also where the RHOS team provides tech and operational support to health posts to facilitate their delivery of high quality cost-effective care to rural populations. 

ABOUT THE ROLE

As the Blueroom Operations Lead, your primary responsibility is to efficiently manage Blueroom operations, aligning the team towards a common vision, and ensuring the achievement of defined success metrics. Your meticulous attention to detail and strategic leadership are central to the Blue Room's effectiveness, ultimately empowering healthcare leaders and practitioners with the insights needed to redefine the future of rural healthcare.

RESPONSIBILITIES

Performance Metrics and Analysis:

• Define and track KPI metrics for the Blueroom, and set short term  and long term strategies on how to continuously improve them.
• Analyze performance data to identify areas for improvement and implement strategies for optimization.
• Meticulously track the performance of each HP , and develop detailed strategies to help them increase their efficiency and effectiveness in using digital systems.

Team Leadership:

• Lead a team of Blueroom support staff to achieve Blue Room goals with a strong focus on detail and quality.
• Foster a customer-centric culture within the team to ensure high levels of customer satisfaction.

Strategic Planning and Vision Alignment:

• Set concrete, measurable objectives and key results (OKRs) to guide the Blueroom team towards realizing the project's vision.
• Conduct regular check-ins with the Blue room team to assess the team’s progress.

SLA Adherence:

• Establish and uphold Service Level Agreements (SLAs) for Blueroom services, ensuring strict adherence to quality standards and detail-driven excellence.
• Develop processes to monitor and enforce SLA compliance.

Streamlined Operations and Efficiency:

• Develop and implement processes for streamlining Blueroom support operations.
• Assess and optimize support processes to enhance efficiency and customer satisfaction.

Health Post Onboarding:

• Collaborate with cross-functional teams to onboard new Health Posts, ensuring that they have all they need to seamlessly incorporate RHOS digital systems into their workflows.

DHO Management and Support:

• Carefully evaluate the performance of Digital Health Officers (DHOs) who offer technical assistance to the health posts, to identify those who need extra support and guidance.
• Ensure DHOs have the resources and training required for success in their role.

Field Visits and Insights:

• Conduct regular field visits to Health Posts to assess operational efficiency and customer satisfaction.
• Utilize detailed insights to inform improvements in Blue Room operations and support strategies.

Support Trip Logistics:

• Coordinate logistics for support trips to Health Posts, ensuring that all the necessary arrangements are made to support health posts effectively.

Reporting

• Preparing weekly and monthly reports on key Blueroom KPIs and presenting them to the team.

QUALIFICATIONS

• At least 5 years of work experience in operations management, particularly in a healthcare or support center environment.
• Strong leadership and team management skills.
• Exceptional problem-solving and decision-making abilities with a detailed and analytical approach.
• Strategic planning skills.
• Proactive and self-driven approach to problem solving.
• Excellent communication and interpersonal skills.
• Proficiency in data analysis and performance tracking with a keen eye for data-driven insights.
• Knowledge of SLA management with an unwavering commitment to meticulous adherence.
• Familiarity with metric tracking and analysis software.
• Willingness to travel for field visits as required, demonstrating a detail-oriented approach to operational assessment.
• Demonstrated growth mindset, embracing challenges and feedback as opportunities for learning and development.