Position Description

Operations Manager

Role – Purpose and Scope

The Operations Manager role is a management role overseeing the Implementation

project Managers and Customer Training teams within Medtech NZ Limited.

Key Relationships

Reporting

This position reports to the Chief Executive Officer at Medtech offices in Auckland or such
other person the CEO delegates to.

Salary Range

This position is full time (nominally 40 hours per week) and the salary offered will be
commensurate with experience.

Key Result Areas

Key Result Areas or KRAs are the main functional tasks of the role on which your
performance will be measured or assessed every six months.

1. Training and Implementation Management

Sr. Key Responsibilities Outcome Performance

No Measure
1 Manage the Training and Customer churn % of Customer
considerably lowers with churn
Implementation services of the
implementation of the
company, including Helpdesk
services if directed suggested strategies

2 Leading implementation and Trainings conducted on a Customer feedback

periodic and efficient
Training projects and delivering
exceptional customer service. manner

3 Establish appropriate Integrate with other Feedback from CEO

departments ensuring
relationships at all levels within
team work to achieve set
the organization to influence
goals
and execute
strategy/operations
4 Interact with Marketing, R&D Contribution to the Feedback from
launch of new products Marketing Team
and IT to implement and support
new product launches at Medtech

5 Establish framework for a Schedule and organize Internal Assessment

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 Continuous Training Programme trainings to upgrade skills scores
involving Certified Engineers and of existing MTCE
manage this process
6 Manage and Report on all Publish a monthly training Training feedback
internal training programme to calendar ensuring
enable all staff to have current continuous trainings for
knowledge on the Medtech existing staff. Liaise with
suite of products in consultation Knowledge
with the CEO Management executive
for training collaterals
7 Manage as directed, All staff are updated on Workshop feedback
operational preparedness for product updates
support of new releases
8 Undergo training of company Demonstrate through Passing
processes including ISO and internal assessment and examinations at the
ISMS and product trainings of all proficiency testing grade of 90% or
Medtech Product namely, knowledge and above.
Medtech32 and Evolution competence of the
together with integrated above to the required
components level

2. Relationship Management

Sr. Key Responsibilities Outcome Performance

No
1 Provide leadership and
guidance to Software
Implementation Project
Managers by establishing and
communicating expected
standards of performance,
goals and objectives
2 Enhances ongoing operations
by fully leveraging current
resources and leading process
improvement initiatives
3 Develop consistent practices
related to staff development
and performance
management
4 Represents the team and
department in various forums,
such as meetings, project
teams, and operational calls
5 Ensure compliance with ISO
and ISMS policies and Service
Level Agreements and
procedures.
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Measure
Publish standards of Feedback from
performance and goals CEO
for project managers
100% utilization of Feedback from CEO
resources ensuring
improved processes.
Document best practices Feedback from
to be followed by team Team
to ensure team
development
Able to be the voice of Feedback from CEO
the department and
provide updates in
operations calls and
other forums
All policies are Feedback from CEO
implemented and
service standards are
complied with
Exceptions are escalated
Operations Manager - Job Description
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 to CEO where
appropriate
Conduct Weekly
Meetings
6 Understand the process of Thorough knowledge of Feedback from CEO
infrastructure deployment and systems and
disaster recovery infrastructure
management

3. Health and safety

Objective: To ensure a safe and healthy working and learning environment is maintained
at all times.

Key Responsibilities Outcome Performance Measure

Ensure Support Consultants are
fully briefed on Occupational
Health and Safety Legislation and
Regulations as per Company
Policy and Procedures manual.
Support Consultants are Health and safety
informed and routinely records
updated on OSH safety
requirements as per
Company policy

Observe all Medtech Group’s Is familiar with health Health and safety
safe work policies and and safety policy of induction process is
procedures. Medtech. completed.

Take responsibility for your own Acts responsibly and Accident/incident

health and safety and ensure no follows Company policy register and hazard
action or inaction on your own and procedures for register.
part harms others in the health and safety.
workplace.

Objective

To carry out other duties which may reasonably be required by the Chief Executive
Officer or the delegated manager from time to time in the course of Medtech’s business
and which fit the role’s purpose as stated and for which the position holder is qualified or
has received adequate training or instruction

Person Specification

Part of what makes Medtech as successful as it is, are the highly motivated people who
work here. An inspiration to your colleagues, you are a motivated Operations manager
with a proven record of success in managing large teams. With a committed motivation
to getting things done, you always place Medtech’s customers at the centre of
everything you do.

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Core Competencies:

 Strong attention to detail and a pro-active thinker.

 Proven leadership, management & project implementation management
ability and expertise.
 High level of skill in verbal and written communication.
 Strong work ethic and ability to meet deadlines.
 Risk-management experience.
 Strong operation management reporting.
 Commitment to being a player in a winning team.
 Ability to undertake a variety of tasks and prioritize appropriately.
 Personable, enthusiastic, flexible, confident, and friendly.
 Continuously improving productivity through innovation.
 Ability to understand technology.
 Demonstrate competence in knowledge of products currently owned by
company.

Technical or Professional Knowledge and Experience

 A minimum of seven years’ experience in Operations management ideally within the

IT and/or health care industry.
 Five (5) + years of process development and process improvement experience in a
customer service environment
 Have a thorough knowledge of Project Management principles such as PMP and
ability to demonstrate it in practice.
 Preferably a tertiary qualification in business management
 Knowledge of business and management principles involved in strategic planning,
leadership technique, software production methods
 coordination of people and resources is essential and implementation of projects in
the IT solution and product environment
 In addition, a Medtech Certified Engineer, Qualified ITIL or equivalent qualification
will be highly regarded;
 A basic understanding of SQL Databases and Networking experience would be
advantageous.
 Working knowledge of computer hardware and software, including applications
and programming and familiarity with the Microsoft Office suite of products is
desirable.
 Used Change Management for a dynamic distributed Computing platform.
 Managing 3rd party SLA’s
 Good understanding of support systems and processes
 Prior experience managing staff. Great at building and developing relationships,
with excellent communication skills.
 Demonstrated experience successfully managing software implantation and
customer training projects in a virtual environment.

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Skills and Abilities

These are the abilities, attributes and personal characteristics that the staff member will
need to consistently display in order to achieve their Key Result Areas (KRAs) [that is, to
do the job effectively]. These behaviours describe how someone does the job, whilst
KRAs describe what is to be done.

Complex Problem Solving — Identifying complex problems and reviewing related

information to develop and evaluate options and implement solutions.

Management of Personnel Resources — Motivating, developing, and directing people as

they work, identifying the best people for the job.

Monitoring — Monitoring/assessing performance of yourself, other individuals, or

organizations to make improvements or take corrective action

Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems.

Judgment and Decision Making — Considering the relative costs and benefits of
potential actions to choose the most appropriate one.

Persuasion – persuading others to change their minds or behavior.

Active Listening — Giving full attention to what other people are saying, taking time to
understand the points being made, asking questions as appropriate, and not interrupting
at inappropriate times.

Service Orientation — Actively looking for ways to help people.

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