Job Details

Job Summary:  

The Operations manager is responsible for executing high quality programs and related services in accordance with the specifications of the customer and applicable regulations.  In addition to providing leadership to the program team. the Operations Manager in partnership with the Program manager is responsible in building strong partnerships with all stakeholders, to provide business insights and develop and implement operational plans to grow the business.

Specific Responsibilities:

• Helps toidentify opportunities for improving operational efficiency and effectiveness with an emphasis on total customer experience, productivity and cost control within the patient support programs

• Ensures client satisfaction in overall delivery of program requirements by working cross collaboratively with other business units

• Subject matter expert on business processes, workflow, productivity, quality and program structure

• Collaborate with Program Manager and Supervisor to help develop and implement tactics that elevate the patient and HCP experience.

• Re-evaluate roles across programs to determine resource allocation

• Assist with the development and implementation of departmental projects by working collaboratively with the PMO and other stakeholders

• Develop and implement coaching programs for improved performance of the program team

• Continuous monitoring of the KPIs/SLAs to ensure that programs service levels are maintained

• Drive employee engagement to achieve program specific and companywide KPIs

• Identify and grow employees and supervisors as candidates for succession.

• Helps the Program Manager to ensure the program documentation is up to date. 

• Assist the Quality management team with audit activities as needed 

• Ensures all training both corporate and program/project specific are up to date and complying with QMS requirementsParticipates in implementation and support of quality initiatives as it relates to the program

• Other duties as assigned

Key Requirements: (Knowledge/Skills/Abilities/Experiences)

• Post secondary or undergraduate degree in business or healthcare

• Minimum 5+years of leadership experience in program or case management

• Experience with workforce planning, development and reporting of performance metrics.

• Proven leadership and ability to motivate, influence and coach others.  

• Operational foresight and creative solutioning 

• Operational planning and execution

• Effectivedecision-making skills 

• Ability to influence and motivate others 

• Adaptable and open-minded

• Strong leadership experience leading multiple functional areas and teams with varying levels of experience.

• Inspire ideas and foster support

Supervision and Communication:

Communication:

• Bilingual(English& French) is an asset

• Strongpresentation skills (including synthesizing large concepts to key insights)

• Ability to communicate effectively both oral and written

• Excellent interpersonal skills

Direct Reports:Supervisors, potential supporting roles

What you gain in the role (Knowledge/Skills/Abilities/Experiences)

• Risk analysis 

• Problem solving

• Change Management

• Team Building /Development 

• Understanding of different client contractual expectations

• Develop management skills 

• Develop Interpersonal skills 

• Effective prioritization and time management skills