Job Description

The Manager, Operations is accountable for leading the service team to deliver a seamless service experience that meets the individual needs of the client, family, and/or customer. The Manager ensures the team plans, organizes, implements, and evaluates the delivery of high quality, responsive, and integrated services. The Manager attracts, develops, and retains a high-performance team of front-line workers. The Manager supports staff by providing leadership, which facilitates effective systems and business processes, and a positive workplace culture.

We are looking for: A Full-Time Permanent Operations Manager

Hours of Work: Monday to Thursday: 8:30am to 4:30pm, Friday: 8:30am to 3:30pm. On-call is required.

Location: Head Office; This is a hybrid role.

Reports to: Director, Operations

Compensation

Hiring Salary Range: The salary for this role ranges from $80,000 to $110,000 per year, depending on your skills and experience.

On top of a competitive base salary, we support rest and overall wellness through generous paid time off for vacation, personal and sick days.

Circle of Care Benefits:

Hybrid Environment: This is a hybrid position, with a mix of 3 in-office work and 2 work-from-home days, offering a balanced hybrid schedule. Our main office at 4211 Yonge Street has subsidized underground parking and is located conveniently on the subway line and GO transit.

Health and Dental Benefits: A robust benefits plan with comprehensive health, dental, paramedical and vision coverage with employer paid premiums to support you and your family through all stages of life.

Retirement Savings Plan: As part of our commitment to your long-term well-being, we provide an RRSP program through RBC with employer and voluntary employee contributions.

Learning and Development: We support your continued growth and learning through paid training and professional development opportunities throughout your career.

Responsibilities

Leadership & Change Management

• Ensure all funder contractual obligations and key performance indicators are being met, exceeded and sustained.
• Oversee day-to-day operations by providing support to operational supervisors and team through the assessment and removal of barriers to service efficiency.
• Participate in the development of operating strategy to achieve short and long term operational and business development objectives.
• Ensure that operational teams are functioning at optimal levels and working to eliminate barriers or siloes.
• Provide professional leadership to the service team members and ensure employees are fulfilling their mandate and accountabilities.
• Model the way for employees through personal example and a dedication to action, results and client service excellence.
• Develop and sustain a team culture that embodies open and two-way communication, client-centered focus, learning and innovation, accountability for achievement, teamwork, a focus on continuous improvement and respect.
• Support direct reports by providing consistent communication, coaching, and motivation.

Excellence and Quality Improvement

• Partner with Client Services to identify quality improvement opportunities that exist between both teams.
• Collaborate with Director, Operations to develop plans to support improved business process practice.
• Liaise with Client Services to drive efficiencies and improve quality by identifying and implementing strategies that are cost effective.
• Continuously assess and evaluate potential for innovation and improvement in operations and service delivery.
• Ensure that clients and their families experience high quality and responsive healthcare service and outcome.
• Implement quality assurance and improvement programs, processes, and accountability for the client services team.
• Align and execute Operating plans with strategic goals, objectives, and Key Performance Indicators.

Management of Relationships with External Partners & Funders

• Actively develop and foster trust-based and collaborative partnerships with external customers from key organizations, such as LHIN's and other funders.
• Oversee subcontractor performance and accountabilities.
• Maintain positive relationships with answering service and approve invoices.
• Partner with various departments across the organization to ensure Funder reporting requirements are being met in a timely and consistent manner.
• Identify opportunities to demonstrate Circle of Care's service assets and commitment to excellence to key funders.
• Take determined action to support clients who have concerns / issues regarding Circle of Care service, quality, and policies ensuring an exceptional client experience.

Management of Relationships with Internal Partners

• Facilitate concise, accurate, two-way, and timely communication of all team information between department and key internal/external stakeholders.
• Lead and/or participate on internal cross-functional project teams to lend skills, competence and product.

Risk, Health and Safety Management

• Participating in health and safety processes and procedures.
• Participating in maintaining a safe workplace environment by cultivating a positive safety culture and encouraging best practices to promote both staff and client safety and well-being.
• Participating in all health and safety training initiatives on a regular basis.
• Taking proactive action against client incidents within your scope of practice.
• Protecting the wellbeing of staff by providing a safe and healthy working environment.
• Promoting a culture of safety by being responsible for encouraging blame-free reporting.
• Investigating adverse events by performing a root cause analysis and gathering all relevant information as it pertains to the event.

Qualifications

• Post-secondary degree from an accredited institution or equivalent. Bachelor's of Business Administration or a Regulated Health Professional is considered an asset.
• 5+ years of leadership experience.
• 5+ years of experience in a customer focused operational environment.
  Regulated health professional is considered an asset.
• Management experience in a home care setting is considered an asset.
• Understanding of leadership, change management, business systems and processes.
• Knowledge of community resources, health care, and social service systems.
• Intermediate skills in an automated environment and with the Microsoft Office environment.
• Ability to travel to various worksites on a regular basis and to respond to emergency situations.

Additional information