Jeanine Bowen
Ikoyi,Lagos
Summary
Piloting beneficial business change in Healthcare, across the board, resulting in profitable growth and quality healthcare service delivery through bold, inspirational leadership. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Passionate, dedicated and customer focused. Repeatedly successful in pioneering new business methodologies within the Healthcare industry over 20 years within Africa resulting in high performance cultures that bring the best out of the employees while leveraging cross-functional expertise to propel strategic and tactical execution in delivering extraordinary results.
Overview
30
30
years of professional experience
31
31
years of post-secondary education
31
31
Emergency Services experience
21
21
Healthcare & Hospital Operational Management
Work history
Managing Director
ProCallMed Africa Limited
Lagos, Nigeria
2018.07 - Current
- Provided customers with outstanding service, extending relationships for future business opportunities.
- Spearheaded development and delivery of future product offerings based on in-depth market research.
- Interpreted underlying risks, business needs, client requirements and cost structures to increase forecasting accuracy.
- Kept accurate company records, upholding compliance with regulations and company policies.
- Maintained smooth operations through careful management of office workflow and administrative processes.
- Supervised budgets and timelines, ensuring progress met project scope targets.
- Generated and achieved regional revenue goals, exceeding targets within company growth strategies.
- Devised and implemented long-term strategy to drive progress in key areas.
- Championed organizational values and operational standards to inspire staff belief in long-term vision.
- Demonstrated cross-functional leadership to manage management staff across various departments.
- Delivered on projects' key objectives with agreed budgets, timelines and standards.
- Implemented and maintained appropriate systems to enable successful planning and scheduling.
- Monitored project spending and compiled budgets to develop business use cases.
- Built and nurtured professional relationships with wide range of stakeholders.
- Managed workforce planning, compiling information for informed decision-making.
- Put in place clear controls for financial administration and business management.
- Worked with board of directors to establish objectives and decisively lead operations.
- Established strong rapport with stakeholders to enhance business credibility.
- Oversaw change management duties during new business process onboarding, reducing productivity interruptions.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Negotiated and executed contracts on behalf of department.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Managing Director
Euracare Multispecialist Hospital
Lagos, Nigeria
2016.06 - 2018.06
- Provided customers with outstanding service, extending relationships for future business opportunities.
- Spearheaded development and delivery of future product offerings based on in-depth market research.
- Interpreted underlying risks, business needs, client requirements and cost structures to increase forecasting accuracy.
- Kept accurate company records, upholding compliance with regulations and company policies.
- Supervised budgets and timelines, ensuring progress met project scope targets.
- Directed staffing requirements, managed priorities and coordinated workflows to uphold productivity objectives.
- Generated and achieved regional revenue goals, exceeding targets within company growth strategies.
- Devised and implemented long-term strategy to drive progress in key areas.
- Managed team performance, celebrating successes and identifying areas to improve.
- Offered expertise and guidance in Hospital Management and Operations while supervising management team.
- Updated policies and procedures to strengthen controls within different departments for improved operational standards.
- Trained and mentored managers to cultivate cohesive leadership team.
- Lead project team to deliver on time, within scope and budget.
- Balanced day-to-day operations and established scalable best practices
- Owned entire project and Agile life cycle by running daily stand-ups, sprint planning and post mortems.
- Managed Jira and dashboards, estimations and priorities to optimise project workflow.
- Established project schedules from task estimates to determine development duration.
Managing Director
ProCallMed Africa Limited
Lagos, Nigeria
2015.11 - 2016.06
- Interpreted underlying risks, business needs, client requirements and cost structures to increase forecasting accuracy for clients
- Healthcare Management Consulting
- Design, Build and implementation of hospital projects
- Supervised budgets and timelines, ensuring progress met project scope targets.
- Crafted development plans to introduce changes or improvements to central operations for successful change management for various clients.
- Trained and mentored managers to cultivate cohesive leadership team for our clients.
- Updated policies and procedures to strengthen controls within different departments for improved operational standards.
- Influenced key decision-making and established trust with stakeholders.
- Secured new commercial opportunities by strengthening sales pipeline with senior business teams.
- Applied stakeholder management expertise to serve as primary interface between business and clients.
Chief Operations Officer
Renescor - Cardiac & Renal Centre
Lagos, Nigeria
2014.09 - 2015.11
- Certified company met relevant legal and regulatory requirements.
- Oversaw daily company operations to reach financial targets.
- Led multiple teams, driving company growth consistent with overall mission and values.
- Briefed board of directors regarding market insights, developing trends and techniques.
- Designed business strategies to acquire short and long-term goals for company.
- Evaluated challenging developments and provided methodical solutions.
- Produced business plans to maximise growth and minimise cost for company.
- Presided over events and conferences to represent company.
- Developed professional relationships with business partners, shareholders and authorities to establish trust, rapport and reliability.
- Allocated resources to teams and projects based on need, performance and availability.
- Identified and resolved operational issues impacting productivity, performance or profitability.
- Maintained organisational compliance with applicable legislation and regulations.
- Partnered with management team to optimise operations and reduce costs.
- Reviewed reports from subordinate management to identify areas of opportunity.
- Recruited and managed senior staff with focus on delivering clear results.
Chief Operations Officer
Critical Rescue International
Lagos, Nigeria
2010.04 - 2014.06
- Certified company met relevant legal and regulatory requirements.
- Served as key corporate representative, liaising with various stakeholders in support of operational excellence.
- Reduced costs and improved operations by analysing processes and customer feedback.
- Developed, recommended and implemented strategies to improve employee work quality and speed.
- Monitored and reviewed operational performance, aiding improved business strategy to maximise productivity.
- Drove performance while managing and maintaining customer expectations, quality standards and SLAs.
- Analysed operations data to identify process gaps and successfully implement change.
- Led overall direction, coordination and evaluation of department functions.
- Collaborated with cross-company departments, developing new strategies to capitalise on emerging customer trends.
- Drew on understanding of key markets to push development of business strategies.
- Closed complex, lucrative deals with new customers.
- Generated leads to bring in new client revenue and improve bottom-line profitability.
- Maintained client records in bespoke CRM systems, ensuring streamlined data processes for maximum efficiency.
- Influenced key decision-making and established trust with stakeholders.
- Designed training modules for strategic business practices and organisational behaviour training concepts.
- Presented training information via role playing, simulations and team exercises.
- Developed individual learning plans for continued training.
- Identified training needs by evaluating job positions and consulting with business managers.
- Conducted Training Needs Analyses to assess customer requests.
- Prepared project performance reports with statistics and newly researched information.
- Identified and managed budget, timescale and scope changes, recommending actions and improvements to meet project goals.
- Managed workforce planning, compiling information for informed decision-making.
- Assured project documentation followed internal quality standards.
- Acted as single point of contact for customers and internal stakeholders.
- Used project management tools and techniques for positive, successful outcomes.
- Contact Centre Management
- Learning & Development Strategies
- Facilitation & Moderation of various training courses
Education
Master of Business Administration - Healthcare and Hospital Management
National Institute of Business Management
India 2017.01 - 2019.12
Master of Business Administration - Operations Management
National Institute of Business Management
India 2017.01 - 2019.12
Master of Business Administration - Public Relations Management
National Institute of Business Management
India 2019.01 - 2020.02
Skills
- Process improvement strategies
- Business process re-engineering
- Multi-site operations
- Policies and procedures implementation
- Business planning
- Project Management
- Business Development
- Business process mapping
- Learning and development interventions
- Training programme design
- Training material development
- Change management
- Hospital & Healthcare Management
- Health & Safety Management
- Key Account & Case Management
- Emergency Services Management
- Leadership
- Customer-focused
- Public relations
- Programme development
- Communication skills
- Team building
- Time management
- Operations Management
Languages
English
Native
Afrikaans
Advanced
Accomplishments
- Senior Associate Project Manager,
- Trainer and Specialist Consultant
- Emergency Services Specialist
- Contact Centre & Customer Service Specialist
- Hospital Design & Implementation Specialist
- Business Process Management
- Trauma De-briefer
- EMS Volunteer – 2004 – 2010 - Operational
- Developer of Music Health & Law Curriculum and Assessments
- Developer of various Skills Programmes within the Contact Centre Industry
- Developer of all Training Material
- Developer of Continuous Development Programmes within the Contact Centre Industry
Affiliations
- Rotarian - Rotary Club of Eko Atlantic
- Member - Society of Quality Healthcare in Nigeria
- Executive Member - Nigerian Society of Travel Medicine
- Committee Member of the South African Bureau of Standards Technical Committee for Contact Centre Standards
- Executive Committee Member of the South African Nigerian Business Forum – Sponsorships / Marketing
- Part of the South African / Dutch Trade Mission for Women Entrepreneurs - 2007
- EMS (1992 – 2000) – Committee Member & Operational
- African Health Forum – Executive Committee Member & Organizer of first African Health Summit
- Institute of Health Insurance & Managed Care of Nigeria – Fellowship
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Timeline
Master of Business Administration - Public Relations Management
National Institute of Business Management
2019.01 - 2020.02
Managing Director
ProCallMed Africa Limited
2018.07 - Current
Master of Business Administration - Healthcare and Hospital Management
National Institute of Business Management
2017.01 - 2019.12
Master of Business Administration - Operations Management
National Institute of Business Management
2017.01 - 2019.12
Managing Director
Euracare Multispecialist Hospital
2016.06 - 2018.06
Managing Director
ProCallMed Africa Limited
2015.11 - 2016.06
Chief Operations Officer
Renescor - Cardiac & Renal Centre
2014.09 - 2015.11
Chief Operations Officer
Critical Rescue International
2010.04 - 2014.06