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About the Role

The Manager, Operations leads the service team to deliver a seamless service experience, ensuring high-quality, responsive, and integrated services. This role focuses on attracting, developing, and retaining a high-performance team, while supporting staff through effective systems, business processes, and a positive workplace culture.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• Participate in health and safety processes and procedures.
• Participate 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.
• Participate in all health and safety training initiatives on a regular basis.
• Take 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.

Requirements

• Post-secondary degree from an accredited institution or equivalent.
• 5+ years of leadership experience.
• 5+ years of experience in a customer focused operational environment.
• 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.

Skills

• Leadership
• Change Management
• Business Systems
• Business Processes
• Community Resources
• Health Care Systems
• Social Service Systems
• Microsoft Office

Location

• Head Office
• Hybrid

Work Type

• Full-Time
• Permanent
• Hybrid

Experience Level

• 5+ years of leadership experience
• 5+ years of experience in a customer focused operational environment

Education Level

• Post-secondary degree
• Bachelor's of Business Administration (asset)
• Regulated Health Professional (asset)

Salary/Compensations

• $80,000 to $110,000 per year

Benefits

• Generous paid time off for vacation, personal and sick days.
• Comprehensive health, dental, paramedical and vision coverage with employer paid premiums.
• RRSP program through RBC with employer and voluntary employee contributions.
• Paid training and professional development opportunities.

About the Company

• Circle of Care is made up of staff, students, and volunteers who bring energy and purpose, every day.

Equal Opportunity

• 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.
• 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.
• Circle of Care may use artificial intelligence (AI) through third-party platforms, to assist in parts of the recruitment and/or selection process.