Lukanyo Mngqolo
Operations Manager
Johannesburg
Summary
Seasoned Operations Manager and talented leader with 7 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
5
5
Languages
Work History
Operations Manager
International SOS
Midrand, Gauteng, South Africa
04.2018 - Current
- Active involvement in all required transmissions with specific involvement in the medical transport desk transmission on a daily basis
- Planning and executing all air ambulance as well as commercial movement ( with a medical escort) as well as repatriation of mortal remains to deceased home country.
- Compiling and auditing all data for work related injuries to be reported to OSHA. Monitoring and evaluating the process flows and guidelines to topside support and global African offshore work.
- Conducting bi-annual performance appraisals and objective setting for the team (6 Assistant Ops Managers, 21 Customer Service Executives)
- Conducting regular quarterly based reviews for all clients with high utilization (approx.
- 25 clients) on their experience with International SOS, their feedback and utilization as well as assist with a client visit to the assistance center on an ad-hoc basis
- Ensuring close working relationship and structured integration between the medical transportation desk function, Air Rescue Africa and the International SOS Assistance platform in JNB, as well as other flight desks and assistance centers within the International SOS group globally.
- Quarterly audit of the global provider network of Hospitals, ground transport providers, ambulances and aircrafts. Ensuring all providers with the network have met the International SOS standard and have successfully passed the desktop audit.
- Ensuring that each ground, commercial of air ambulance flight departs on time with a fully completed and agreed plan of action as per the Medical Transport Standard guidelines in conjunction with ensuring the ISO accreditation is met and adhered to
- Ensuring timely provision of accurate medical transport and air ambulance quotations that comply with Intl SOS protocols, and are competitive in the marker working proactively within the guidelines provided Intl SOS pricing rules
- Familiarizing with all contracts that are in place with external stakeholders, including but not limited to ARA aircraft suppliers and operators, insofar as they affect that operational management of the flight desk function
- Maintaining air ambulance activity statistics and providing regular qualitative and quantitative commercial, operational and statistical analysis and reports to assist with decision making in relation to the implementation of initiatives that will drive ARA air ambulance
- Managing all ground, commercial or air ambulance activity with the Johannesburg Assistance Centre from activation through to admission
- Operationally leading, directing and managing all aspects of the medical transport desk function, including working optimally with external partners and providers of relevant products and services, including Air Rescue Africa as International SOS dedicated air ambulance provider
- Participating in budget development and monitoring of expenditure to ensure the cost-effective delivery of the flight desk function
- Providing to other International SOS Assistance Centre information relating to International SOS evacuation capability for medical emergency response plans (MERP) and compile capability statements in partnership with the medical directors of Assistance and/or air ambulance services
- Reviewing and approving medical emergency response plans for all off-shore and remote site clients
- Reviewing and maintaining the standard operating procedures associated with the medical transportation desk
- Supporting the medical director medical transportation to ensure that the appropriate utilization of Air Rescue Africa's dedicated air ambulances
- Working with the medical director of medical transportation South Africa to drive successful conversion of private customer air ambulance cases
- Working with the medical director of medical transportation South Africa to effectively implement and manage operationally all service provider contracts insofar as they affect the delivery of medical transport desk functions services and/or service levels, including strong effective professional relationships with service providers
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Acting Senior Operations Manager
International SOS
Johannesburg, South Africa
06.2023 - 12.2023
- Analyze records including statistical information received by assistant operations managers daily report of case count and periodical 4 hour reporting on case count and actions. Give direction where change to the platform is required
- Authorize the activation of the disaster recovery procedures as required in consultation with Head of Assistance.
- Daily attendance of Transmissions to ensure adherence to Transmission Procedure, this is a process of case count allocation per operations coordinator and assistant operations manager. This process is done at 0700am per day.
- Ensure that the Medical Emergency Response Plans (MERP’s) for all remote sites and offshore vessels are completed, audited and approved. Review approximately 25 per month as a baseline number.
- Maximize efficiencies across all transmissions by overseeing the operational, processes, performance and deliverables of the Assistance Centre. ie: review and approved 15 Operations Procedures per quarter. update with any changes, note what the changes are and ensure this is circulated to the team for awareness
- Meet and exceed the local and group key performance indicators for the Assistance Centre platform. Maintain a monthly team SLA of 90% of telephone answer threshold.
- Playing a lead role in the Crisis Operational response to external client impacting events: ie: Lead the Operations Team in the Crisis Management Team in managing influx of calls ( 90 per minute) for Mozambique Floods and Mozambique political unrest in 2024.
- Maintain being the 24/7 first port of escalation for all air ambulance requests
- Provide leadership and guidance to Assistance Operations Managers & Operations Managers to ensure effective and efficient case management in line with group best practice and client SLA’s
- Responsible for leading, directing and continuously improving all aspects of the Assistance Centre operations function so that it consistently delivers world class assistance services to International SOS clients
- Responsible for updating the Passenger Information Centre activation and operation procedures and training materials, conducting semi-annual training and testing for PIC
- Review the ADO (average days open) report for discrepancies
- Take overall responsibility in conjunction with the Head of Assistance, and as required the Medical Director Assistance, for the professional and prompt resolution of all complaints by clients or their employees.
- Review and allocate complaints that we have received to the Assistant Operations Managers
- Proofread their reviews on complaints and ensure all understand what the root cause of the complaint is
- Ensure a less that 2% monthly complaint ratio
- Work with the Assistance Operations Managers & Operations Managers to ensure the effective management of security cases in conjunction with the Regional Security Director where required
- Present case studies related to any case where lessons have been learnt to other Operations Managers in regular feedback sessions. 1 Operations Leadership Team meeting per quarter where each Operations Manager gets to report on their respective platform case and quality updates.
- Work with the nurse and doctor team to ensure smooth operational and medical cohesion on case output.
- Take a hands-on approach to the resolution of highly complex cases, and those cases requiring inter Assistance Centre and cross regional coordination
- Take responsibility for all final operational decision making
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
- Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
Assistant Operations Manager
International SOS
Pretoria
04.2016 - 03.2018
- Adhered to the mandatory escalation procedure to OM both in and out of regular business hours
- Assisted in review of complaints and provided feedback to QA and OM for response
- Attended transmission taking note of important cases and cases where direction was unclear where further review and monitoring is required following transmission to ensure or correct the appropriate course of action was taken
- Completed monthly CQM (case quality management) quota as per policy
- Ensured that all action/s were documented in the case and continued to monitor for the duration of my shift
- Familiarized myself with all JNB AC case performance indicators including but not limited to ADO (average days open), NPS (Net Promoter Score), Effort Index Activity and understand acceptable range and escalate any concerns to OM
- Liaised with the medical team and CSE’s throughout each shift to identify high priority/urgent cases and to drive cases forward using appropriate case management protocols
- Monitored all JNB AC mailboxes and ensured items are actioned within KPI’s
- Monitored and managed cases on allocated transmission or transmissions
- Presented solutions and options related to escalated problems or queries taking into account all relevant factors that make up the query
- Provided active involvement, management, oversight and case direction in scheduled transmissions on a daily basis and ensure case handovers happen between transmissions and shifts
- Provided case direction and in-depth product information to CSE’s so that the CSE’s were able to manage cases effectively and efficiently
- Ran transmission as per allocated shift
- Reported any provider incidents to the JNB AC GAN project manager for awareness, whilst continuing to work with the operations and medical team to resolve the incident
- Reviewed and communicated department statistics at agreed times with the OM, to the CSE and management team using the shift and JNB AC case activity reports
- Reviewed and resolved billing cases as requested or as per transmission, completing any required invoice validation when necessary
- Reviewed case volumes and ensured CSE to case quantity allocation is correct and that transmissions are appropriately staffed
- Took overflow calls from your allocated transmission and any other transmission as required
- Was proactively involved in any case that would require OM escalation / involvement
- Was the first point of escalation for CSE’s, prior to any escalation to the OM, and provided guidance and feedback, complaints and service recovery escalating further when necessary
Senior International Medical Operations Coordinator
International SOS
Johannesburg, South Africa
02.2014 - 03.2016
- Contacted international clients and assisting in operational needs for expatriates, business travelers and local national employees
- Coordinated continental and international medical emergency evacuations
- Coordinated medical operations for clients, patient and corporations
- Coordinated operational requirements for evacuations
- Effective management of clients requests for assistance-medically and operationally
- Ensured constant availability for client and patients requests and concerns
- Ensured that case management is adhered to
- Maintained and managed business relations with stakeholder
- Nurtured and improved relations with critical providers
- Operational management of the operational requirements for the Africa’s region in terms of medical evacuations in the EEMEA region
- Planned and carried out duties needed for commercial escorted repatriations for patients all around the world
- Provided Top-Side support for International Oil, Gas and Petroleum companies
- Providing logistical and operational support Namely: BP Shipping and Tankers, Transocean Deepwater, Shelf Drilling
- Providing top-side support remote sites
- Namely: MMG Construction, G5 Construction, and Sasol International
- Updated all relevant stakeholders in a timeous manner regarding all medical movements
- Upheld and maintaining the professional relationships with Netcare Group, MediClinic International Group, Lanseria and OR Tambo International port health authorities
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
Education
Bachelor - Corporate Communications
UNISA
Pretoria 02.2020 - Current
Certificate - Labour Relations
UNISA
Pretoria 01.2016 - 12.2016
Senior Certificate -
St Patrick’s College
Kimberley 01.2003 - 12.2003
Skills
Personal Information
- Gender: Male
- Driving License: Code B
Occupationaltraining
- Brilliant Business Writing Skills
- Microsoft Excel – Basic, Intermediate and Advanced
- Microsoft Office
- PBSD-Prepare Written Communication - Level 4
Timeline
Acting Senior Operations Manager
International SOS
06.2023 - 12.2023
Bachelor - Corporate Communications
UNISA
02.2020 - Current
Operations Manager
International SOS
04.2018 - Current
Assistant Operations Manager
International SOS
04.2016 - 03.2018
Certificate - Labour Relations
UNISA
01.2016 - 12.2016
Senior International Medical Operations Coordinator
International SOS
02.2014 - 03.2016
Senior Certificate -
St Patrick’s College
01.2003 - 12.2003
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