Marie Stopes Sierra Leone (MSSL) was established in 1986 as a leading provider of high-quality reproductive healthcare. We are a social enterprise that blends the values of non-profit public service with the innovation and efficiency of private sector delivery. Every year, we serve thousands of women, men, and young people across Sierra Leone with compassionate, client-centered care.

We are part of MSI Reproductive Choices, a global partnership operating in 37 countries, united by the belief that everyone should have the freedom to make their own sexual and reproductive choices.

Our work goes beyond healthcare. By supporting the physical, emotional, and reproductive wellbeing of our clients, we also open doors to broader opportunities. When men, women and girls are able to make informed choices about their bodies and futures, they are better able to stay in school, pursue their careers, contribute to their communities, and build healthier families. In this way, reproductive choice becomes a pathway to dignity, autonomy, and the reduction of poverty.

1.    Centre Operations and Service Delivery Management

·         Conduct regular, structured supervision visits to all Centres to assess service delivery, compliance with SOPs, cleanliness, client flow, staff conduct, and operational efficiency.

·         Ensure uninterrupted availability of approved clinical, laboratory, and diagnostic services across all Centres by proactively addressing operational risks.

·         Oversee the operational rollout of new or expanded services, ensuring that staffing, equipment, consumables, pricing, marketing, and SOPs are aligned before service launch.

·         Ensure that operational gaps identified through supervision or data review are documented, tracked, and resolved within agreed timelines.

2.    Clinical Quality Oversight and Governance

·         Ensure that all Centres operate in full compliance with MSSL Clinical Governance frameworks, MSI global clinical standards, and national regulatory requirements.

·         Work closely with Centre Clinical Leads to ensure that clinical protocols, SOPs, infection prevention and control (IPC), safeguarding, and ethical standards are consistently implemented.

·         Review clinical audit reports, incident logs, complication reports, and safeguarding cases, and ensure that corrective and preventive actions are implemented within agreed timelines.

·         Monitor clinical quality indicators, including service outcomes, adverse events, audit scores, and client complaints related to care quality.

·         Ensure that Centres remain inspection-ready at all times for regulatory, donor, and internal audits.

3. Workforce Planning, Rosters, and Performance Management

• Oversee workforce planning and staff scheduling to ensure adequate daily coverage and appropriate

skill mix across all Centres.

• Monitor roster adherence, attendance, punctuality, and absenteeism, and ensure that backup

arrangements are in place for unplanned absences.

• Ensure that all Centre staff receive structured onboarding, induction, and continuous training in clinical

practice, customer service, safeguarding, financial controls, and compliance.

• Conduct or oversee regular staff performance reviews and ensure that underperformance is

addressed through documented performance improvement plans.

• Promote staff engagement, motivation, and retention through feedback, recognition, and supportive

supervision.

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4. Financial Performance and Business Accountability

• Monitor daily, weekly, and monthly service income, SAPAC, and client volume performance for each

Centre.

• Work with Service Marketing Manager to develop and implement strategies to increase revenue,

optimise service mix, and improve client conversion.

• Ensure strict compliance with MSSL financial policies, internal controls, anti-fraud and bribery guidelines

at Centre level.

• Monitor operational expenses and ensure efficient use of resources, maintaining expenditure within

approved budgets.

• Ensure accurate billing, insurance claims processing, referral invoicing, and reconciliation in collaboration

with Finance.

5. Supply Chain, Inventory, and Logistics Oversight

• Work closely with Inventory, Procurement, and Logistics teams to ensure continuous availability of

medical supplies, consumables, laboratory reagents, and non-medical items.

• Ensure that stock tracking systems are correctly used and that physical stock verification and reconciliation

are conducted regularly.

• Monitor inventory performance indicators such as stock-out rates, expiry levels, wastage, and variances,

and ensure timely corrective action.

• Ensure that cold chain and storage requirements are strictly adhered to for temperature-sensitive products.
• Oversee waste management and disposal processes to ensure compliance with environmental and

health regulations.

6. Stakeholder, Referral, and Insurance Partner Management

• Oversee referral partner relationships by monitoring referral volumes, service utilisation, and partner

satisfaction.

• Ensure timely reconciliation of referral and insurance partner accounts in collaboration with Finance.
• Monitor insurance claims submission, rejection rates, and payment timelines to ensure optimal cash flow.
• Support the onboarding and performance review of new referral and insurance partners to expand

access and revenue.

7. Client Experience, Feedback, and Service Improvement

• Ensure that client feedback tools are consistently administered across all Centres.
• Review client satisfaction scores, Net Promoter Scores (NPS), complaints, and feedback trends.
• Ensure that client concerns are addressed promptly and that service recovery actions are implemented

and tracked.

• Use client feedback data to inform service improvement and operational adjustments.

8. Compliance, Risk, and Audit Management

• Conduct regular operational and compliance risk assessments across Centres.
• Ensure timely resolution of audit findings, compliance gaps, and identified risks.
• Work with Compliance, Clinical Quality, and HR teams to strengthen governance and accountability at

Centre level.

9. Equipment, Facilities, and Infrastructure Management

• Ensure that all medical and laboratory equipment is functional, calibrated, and maintained in line

with preventive maintenance schedules.

• Monitor equipment uptime and ensure that breakdowns are addressed promptly to avoid service disruption.
• Ensure that Centre facilities are clean, safe, and well-maintained, and that maintenance records are

accurate and up to date.

• Coordinate with Procurement and IT teams for timely repair, replacement, or upgrade of equipment and

infrastructure.