Apr 2008 - Present
Donor Centre Manager
Australian Redcross Blood Service
Devonport, Tasmania, Australia
Management of 11 staff including the recruitment process, candidate selection, employee monthly probationary reviews for 6 months, quaterly performance reviews, coaching, goal setting and position management.
Maintain a safe environment for staff and donors alike via hazard identification, incident reporting and control measure actioning and subsequent follow up review process.
Maintining and building team morale and a positive, inspired and engaged work culture through everyday feedback huddles, 1:1 everyday feedback conversations, team meetings, facilitation of educational opportunities via guest speakers / webinars / teleconferences. Fostering a safe environment where team members can communicate openly, share ideas and continue to learn.
Perfom the the role of Area Manager to cover annual leave.
Provide support / mentorship to fellow Donor Centre Managers.
Utilises experience, professional expertise and guidelines to provide advice and manage anomalies and/or issues.
Identify and action local business improvement opportunities (lean initiatives) in line with Standard Operating Procedures (SOPs) and a nationally consistent approach.
Reinforce a culture that delivers the best experience for every donor every time utilizing the RAMP framework ( Responsive, Agile, Mindful, Professional).
Proactively monitor and coach team members towards successfully achieving key performance indicators (KPIs). Actively encourage and promote a continuous improvement culture.
Effectively and sucessfully manage the communication and implementation of approved changes to collection processes.
Ensure donor complaints are resolved quickly and share learning’s with team.
Uphold the privacy and confidentiality of information provided by donors and the Blood Service.
Communicate the key business drivers to the donor centre team in a way that is easily understood and relevant to our team.
Role model change management ensuring the reason for the change is clearly understood, implement as required and monitor progress.
Encourage all team members to complete EES and take accountability for results; including the development and implimentation of action plans to address identified issues.
Ensure adequate staffing levels are maintained within our donor centre considering budget, vacancy management, efficient rostering, productivity factors and donor attendance.
Recognise and celebrate successes of the team as a whole and individual team members. Thank you goes a long way ever single day for every team member.
Work collaboratively with Marketing and Community Relations to optimise donor panels.
Ensure expenditure is within allocated budget and variations approved.
Ensure compliance with all Blood Service policies, procedures, National Standard Operating Procedures (SOPs) and regulations governing blood collection; ensuring corrective action is taken when required.
Ensure appropriate servicing and maintenance of donor centre and associated equipment to required standards.