Operations Training and Development Associate focusing on agent training and customer service standards. Collaborating with leadership to enhance new hire experience and maintain training materials.
OA
Hybrid Senior Manager, Operations Excellence
Posted 4 months ago
About the role
- Operational Excellence Manager developing and implementing back office services for OMA members. Engaging vendors and members to create solutions that support physician practices.
Responsibilities
- Engaging in the development and validation of back-office products and services that meet member needs
- Developing initial product and service proposals in collaboration with relevant OMA departments and vendors
- Participating in proposal reviews with member reference group and other departments to validate offerings and manage implementation of making the service offering available to membership
- Driving member engagement through events, webinars and other engagement approaches to bring awareness to new back-office product and service offerings
- Investigating new and innovative approaches to support optimal physician practice settings (i.e. new back-office service needs, new IT based systems enabling improved workflow, new HR based practices to meet regulatory/practice needs)
- Focusing on future methods of improving physician practice settings
- Monitoring key measures related to the uptake of product and service offerings by members to inform next steps in the development of relevant offerings
- Administrative/logistical/cross-functional collaboration needs to enable department activities
Requirements
- Undergraduate degree in Business Administration or a degree in another quantitative discipline
- Six to nine years experience in understanding physician practice settings to relate to the needs of physician groups and guide solution and services development for new service offerings
- Experience with practice management is an asset
- PMI designation is considered an asset
- Ability to gather information, perform data analysis and market research
- Familiarity with business case development
- Understanding of physician practice settings (i.e. family medicine practice, community specialist practice, hospital-based practice)
- Ability to lead a team of cross-functional resources through product/service implementation and manage stakeholder expectations of multiple teams
- Excellent communication and presentation skills with strength in building relationships
- Experience with procurement processes (i.e. RFx) and negotiations
- Experience in change management and introducing new products/services into physician settings
- Understanding of health, safety and compliance requirements of physician practice settings
- Experience with project management or other planning software preferred (i.e. Smartsheet)
Benefits
- A work environment whose values are to be respectful, bold, responsive, and transparent in our work and our behaviours
- A fantastic opportunity to grow with the team and help shape the strategic direction of the OMA, its members and the health-care system
- An organization that is committed to the equity, diversity and inclusion principles of humility, accountability, collaboration, courage and integrity
- A commitment to growth and development through paid professional development and continuous in-house learning
- A friendly and flexible hybrid work environment
- Competitive salary and bonus program
- Exceptional group benefits package, including a spending account and a robust wellness program
- An organization that has been recognized as a Greater Toronto’s Top Employers for five consecutive years.
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