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
Circle of Care is committed to fostering an inclusive, accessible environment, where all employees, volunteers and clients feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and creating an environment where every employee has the opportunity to reach their potential. Circle of Care seeks applicants who embrace our values of equity, anti-racism, and inclusion. As such, we encourage applications from candidates who have been historically disadvantaged and marginalized, including but not limited to those who identify as First Nations, Métis and/or Inuit/Inuk, Black, members of racialized communities, persons with disabilities, women and/or 2SLGBTQ+.
We are committed to an environment that is barrier free. If you require accommodation, please inform us in advance.
We thank you for your interest in Circle of Care. We welcome you to apply for this role, even if you do not meet every requirement listed. Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process. Only applicants who are selected for an interview will be contacted.
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