Operation Manager 8 views

External Vacancy Announcement

June 04, 2026

International Clinical Laboratories (ICL) is one of the largest of independent clinical diagnostic centers on the African continent. ICL has 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 Customer Service Department by inviting all qualified and competent applicants:

Required No: – 1 (one)

Employment Status: Permanent

Report to : Customer Service Director

Location : AA1 (Addis Ababa)

Department : Customer Service Dept

Salary : As per the company scale

RESPONSIBILITIES

• Comply with the Cerba Lancet Africa company policies and procedures.
• Follow the Health, Safety and Environmental regulations.
• Drive the Cerba Lancet Africa values.
• Ensure compliance with all statutory requirements including ISO requirements, audits, finance, and accounting management requirements.
• Participate in Monthly Aspect of Care (CQA) meeting by reviewing data and compiled TAT and complains.
• Manage customer complaints as necessary and provide support for customer handling coordinator.
• Developing, receiving and implementing working standard operating procedure, manuals and guidelines for various processes of customer service operations.
• Conduct monthly meetings with CSC supervisors to address updates, improvements and challenges and provide report with action plan accordingly
• Compile and review reports submitted by coordinators and operational teams
• Conduct routine CSC visit and perform monthly audit, subsequently provide action plan for identified gaps & challenges
• Evaluate the performance of CSCs via KPIs such as customer volume, customer satisfaction, complaints, waiting time and provide input for the higher management monthly.
• Identify best practices among CSCs and expand the practice
• Monitor branch activities and volume and take early action for challenges faced
• Verify and monitor the appropriate use of CSC petty cash
• Monitor the work activities of the assigned coordinators and CSCs Supervisor and enforce them to monitor the stock amounts of their branches regularly
• Approve all oracle Item requisitions after necessary investigation
• Assess and monitor each CSCs customer satisfaction rate, customer complaints and key factors such as waiting time on quarterly basis
• Organize and report marketing activities as well as assessments around CSCs by collaborating with branch supervisors
• Compile and provide CSC reports on daily, weekly and monthly basis
• Receive daily exceptions from Sample management or Lab as well as Finance Department, investigate and report resolutions & updates in a timely manner by the next day
• Participating every day at daily morning operation meetings collaborating with the other customer service heads.
• Ensure the entire operational customer service team is communicating similar updated and accurate information regarding ICL and services (such as availability of tests or services, prices, TATs, locations…)
• Assist the Customer Service Director and department heads in expansions and roll out of new services & systems
• Act as liaison for any communications with other departments’ managers.
• Developing, receiving and implementing working standard operating procedure, manuals and guidelines for various processes of customer service operations
• Identifies opportunities to expand or improve the efficiency of customer service and make recommendations to the higher management
• Perform other related duties assigned by director and executive director
• Work with the Human Resource Department to assist with recruitment, performance management, talent management and industrial relations within the Department.
• Providing direct oversight and supervision to coordinators, CSC & team supervisors including OTs, performance evaluations and approval/scheduling of leave from work.
• Provide continuous mentorship & coaching of supervisors & coordinators reporting to you to further empower them and enhance team performance
• Develop capacity building program for your team and implement trainings as necessary
• Oversee and coordinate the recruitment, training, coaching as well as the overall induction of new employees under the customer service team by liaising with necessary department sections
• Provide job descriptions to your subordinates and ensure they adhere to it accordingly
• Evaluate performances of supervisors, coordinators and team members directly reporting to you on quarterly basis minimum.

Required Skills:

COMPETENCIES REQUIRED TO DO THE JOB

Technical Competencies:

• Besic Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills
• Sage knowledge or other Customer handling Knowledge and expertise
• CSR system management end user/employee self service
• High level of conceptual skills and problem-solving skills.
• Strong level of managerial and customer handling proficiency

Behavioral Competencies:

• The ability to work autonomously and hold themselves accountable.
• High communication and interpersonal skills.
• Ability to work under pressure and meet set deadlines.
• Conflict management and resolution
• Ability to work with diverse cultures.
• Maintain high a level of honesty and integrity

Qualification and Experience:

• Bachelor’s any commerce/Accounting/management and Health related filed
• More than 2 years’ experience in similar role.
• Good in Microsoft Office skills (Excel, Word, PowerPoint, and Outlook) skills
• Able to communicate oral and written English

1. Salary: – As per the company scale