Senior Case Manager

Job Title: Operations Manager

Job Summary

This is a senior management role that reports directly to the Acting Regulatory Enablement Manager. The Case Manager will be responsible for providing support to the Acting Regulatory Enablement Manager and other teams in the section.

Main Responsibilities

1. To ensure the efficient case creation, scheduling, management, and processing of applications assigned to the group
2. To act as Business Owner or Subject Matter Expert on key departmental projects and technological support systems
3. To provide leadership, support, and management of assigned staff within the section
4. To contribute to the continual development of the section

Key Objectives

• To support the Acting Regulatory Enablement Manager in the management and on-going development of the section
• To work closely with other managers in the section and management team to ensure they have access to efficient and effective administrative support
• To develop strategic plans for the section
• To manage and develop assigned staff in the section
• To work with colleagues in the section to prioritise objectives and ensure the strategic goals of the section are achieved

Operational Management

The Case Manager will work with assigned teams to organise, plan, and manage work allocated to them.

The Case Manager will ensure project management is provided for any cases as required.

The Case Manager will monitor progress and status of cases, including adherence to timelines.

The Case Manager will manage the quality and volume of output for the team, including monitoring and improving quality standards.

The Case Manager will compile statistical data analysis as required and report regularly on progress against specified targets and objectives.

The Case Manager will attend and contribute to meetings of the Human Products Authorisation & Registration department.

Quality and Knowledge Management

The Case Manager will ensure that procedures and policies of the HPRA Quality Management System are deployed and adhered to within the section.

The Case Manager will work with the management team of the section and other colleagues to develop and create standard operating procedures and practices, particularly for new processes.

The Case Manager will participate and manage the involvement of the team in any internal audits, including the identification and implementation of any required corrective actions.

The Case Manager will ensure that available information and knowledge across the HPRA is effectively used by the team.

Performance Management

The Case Manager will work with the Acting HPAR Regulatory Enablement Manager to set appropriate performance targets for the teams.

The Case Manager will communicate goals, objectives, and performance targets effectively to the team.

The Case Manager will coordinate and participate in the performance development programme (PDP) within the team.

The Case Manager will work with the section and other colleagues to promote effective performance within the Business Process Co-ordination Section.

The Case Manager will take measures to identify and resolve issues impacting performance.

The Case Manager will recognise good performance and promote a culture of performance improvement within the section.

The Case Manager will prepare individual training plans for inclusion in the annual organisation training plan.

The Case Manager will act as the business owner or Subject Matter Expert for various projects, workflow, and technological support systems within the department.

Communications/Customer Service

The Case Manager will provide timely feedback to team members.

The Case Manager will represent the views of the team to the wider organisation.

The Case Manager will attend and contribute to internal and external meetings, as appropriate.

The Case Manager will work with the team to ensure delivery of efficient and effective customer service.

The Case Manager will ensure responses to queries are in line with the service charter.

HR/People Management

The Case Manager will manage and supervise the teams.

The Case Manager will work with HR, the Acting Regulatory Enablement manager, and other colleagues as required to manage the recruitment and selection of the section.

The Case Manager will liaise with HR to provide front-line HR management of staff, including managing flexitime, annual leave, probationary reviews, etc.

The Case Manager will provide support to all staff members of the section.

The Case Manager will ensure the provision of high-quality induction and ongoing training for staff, including on-the-job training.

The Case Manager will oversee the development of staff, including developing individual training plans with HR and maintaining training records and documentation.

General

The Case Manager will represent the team at external meetings as required.

The Case Manager will deputise for the Acting Regulatory Enablement Manager as appropriate.

Qualifications and Experience

To be considered for this post, candidates must have:

• 2 years relevant office/administration experience
• Substantial knowledge of workflow and information systems, including the ability to manage and report on various performance indicators and metrics
• Previous experience managing a team
• Proven ability to manage high and diverse workloads
• Flexibility to adapt to changing priorities and take responsibility to ensure a successful outcome is achieved
• Excellent planning and organisational skills
• Proven communication and leadership skills and ability to motivate and lead a team
• Excellent analytical and problem-solving ability
• Experience as an author for documents in the QMS system
• Proven ability to use initiative and work unsupervised

In addition to this, the ideal candidate will have:

• A good understanding of National and European procedures and timelines, together with related policies and legislative requirements
• An understanding of the licensing processes for human medicinal products
• Project management experience
• An understanding of Lean Six Sigma and Continuous Improvement
• The ability to negotiate and make decisions
• The ability to engage with employees and understand their needs
• The ability to motivate a team to maintain output and productivity

Remuneration

Salary: €51,718 - €61,866 per annum (incremental scale)

Candidates should note that entry will be at the minimum of the scale and the rate of remuneration may be adjusted from time to time in line with Government pay policy.

Benefits: Pension

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