Operations Coordinator

_International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. _

**About the role**

The Operations Coordinator provides quality logístical support and liaison with rotational staff in all areas of responsibility that lead to professional and efficient service delivery to the client.

**Key responsibilities**

**LOGISTICS**
1.1. Rosters and Rotations
- Develop the roster for each staff member on each site in the current rostering system. Aim for at minimum 3 months in advance. (In conjunction with OM/OD/).
- Share or publish the roster to each staff member after it is developed and obtain their confirmation.
- Changes to the roster by the staff should be agreed with their cross shift or leave relief and the changes reflected in the rostering system providing they are in line with their rotation schedule.
- Maintain rostering system with necessary updates or changes as they occur.
- Notify recruitment with locum needs well in advance to source suitable coverage.

1.2. Flight, Travel, and Accommodation Arrangements
- Arrange flights and other travel for each rotation 4 to 6 weeks before the rotational date for routine rotations according to the company travel policy or the client contract.
- Communicate the flights itinerary to the staff member and seek agreement on the itinerary before ticket issuance.
- Document flight information in rostering system for tracking purposes.
- Arrange accommodation, if required, according to the travel and entertainment policy.
- Arrange ground transportation, if applicable.
- Document all arrangements on rostering system for the applicable rotation.

1.3. Communication with Client and Staff
- Inform the client of the arrangements and arrival date of staff to arrange meet-and-greet service and transfer to site and ensure confirmation is received, where required.
- Ensure meet & greet arrangements are communicated to staff before deployment.
- Send a mobilization notification to staff with e-tickets, other arrangements, and any other instructions for each rotation and ensure confirmation is received.
- Send the new staff a site presentation, country guide, and the travel security policy.
- The staff contact details should then be updated in the rostering system.

**2. HUMAN RESOURCES**
2.1. Timesheets
- Ensure all reporting staff appropriately enter their time in the payroll system on a biweekly basis.
- Verify timesheet information against agreed roster, highlighting any inconsistencies to SOD and relevant OM/OD.
- Ensure all payroll entries are approved following roster verification in time for payroll processing on a biweekly basis.

2.2. Expense Management
- Review and process all expense claims received for the pay period according to the payroll expense calendar.

2.3. Internal Recruitment of Existing Staff for Open Positions
- Push out internal job postings to all casual employees as required.
- Submit CV to the client for approval, when required.
- Liaise with Recruitment and HR for all additional staffing requirements and changes.

2.4. External Recruitment Trigger
- When notified by Medsite Management, create a Job Requisition in MyHR to trigger the external Recruitment process.

2.5. Resignations/Terminations
- When notified by Medsite Management or the Medical Director that an employee is to be terminated or will resign, notify Human Resources and Recruitment teams.
- Complete steps as outlined in the demobilization checklist in Oryx.

**3. STAFF AND SITE LIAISON**
- Develop a good working relationship with site staff.
- Refer any actual or potential problems that may damage client or staff relationships to applicable Operations Manager/Director.
- Actively seek information or solutions to staff’s logístical issues and give feedback to staff by next working day (if not an emergency)
- Refer all non-logístical issues to relevant departments (i.e., Medical Support via the RC); it is not the responsibility of the SLO to solve these problems, but to ensure it is attended to.
- Log calls to staff as well as follow up actions on rostering system
- Obtain a Birthday report from ADP and ensure that staff is congratulated on birthdays and other significant days. Inform senior management of any significant events you become aware of.

**4. CUSTOMER SERVICE**
- Ensure high standard of customer satisfaction by taking a hands-on, personal, and direct approach.
- Encourage a culture of customer service amongst staff and colleagues.
- Promote teamwork with all staff and colleagues.
- Display a positive attitude to staff and clients.

**5. MOBILIZATION OF NEW STAFF**
- Arrange logistics for induction/training needs in the Edmonton office.
- Register the staff for MSRC.
- Arrange logistics for deployment to site.
- Ensure to provide information on ADP and expense management to all employees.
- Determine uniforms requirements and work with Supply Chain process to issue to staff.

**6. REPORTS**