Client and Assessment Services, Senior Operations Manager

Client and Assessment Services, Senior Operations Manager

Terms:  Full-time permanent

Salary: Commensurate with experience

Location: Ottawa (Hybrid Work Model) | Montreal (Hybrid Work Model) | Toronto (Hybrid Work Model) | Possibility of Remote

ABOUT THE ROLE:

As the Senior Operations Manager you will assist in providing strategic oversight across Client and Assessment Services, by addressing operational challenges and being a change management catalyst using project management expertise to ensure programs are delivered efficiently. You will also be responsible for assisting in the development and delivery of product implementation plans, ensuring a deep understanding of client’s needs and a firm grasp on the landscape of health services. You will be part of a team that is continually working to improve our client’s quality improvement journey by innovating, evaluating, and improving our products and processes.

Main Responsibilities:

• Manage the design, development, and successful completion of collaborative, team-based projects from end-to-end.
• Ensure projects and required activities are planned in a way that is focused on the delivery of value to clients and Enterprise through the intended outcomes. This requires both the efficient and effective management of resources, time, work etc. to promote progress and adaptability.
• Provide critical thinking and content development leadership and support either through direct content development and/or in partnership with subject matter experts and team members.
• Facilitate decision making process including providing advice and guidance to team members and key stakeholders when decisions or options are required.
• Monitor and mitigate risks in collaboration with teams and appropriate leadership.
• Coach and mentor teams on project management skills to be applied to new product implementation as well as existing services.
• Assist with leading and enabling teams in the delivery of services to clients.  
• Staying on top of emerging trends, deepening corporate knowledge, and assist in the strategizing of corporate initiatives to achieve efficiencies.
• Internal collaboration. You won’t be in this alone. The HSO team is our – and your – greatest asset. Lean on our team’s goldmine of talent and expertise to strengthen you in your role. 
• Contributing positively to the culture of our workplace by staying positive, engaged in the work you do and energized by the difference you’re making.  

Must Have Qualifications:

• Master’s degree in a related field, such as Health Sciences, Health Policy, or Business Administration
• PMP certification

• Clinical experience in a large health care organization as a regulated health care provider in good standing
• Progressive healthcare leadership experience (3+ years)
• Progressive and varied experience in project management (5-7 years).
• Strong organizational, communication, and planning skills.
• Understand and able to apply the principles of change management.
• Tried and tested analytical and critical-thinking skills.
• Strong proficiency in Microsoft Office including Word, Excel, and PowerPoint.
• Outstanding interpersonal skills including energy and a positive attitude. This is key. You’ll be interacting daily with other team members and external partners.
• Knowledge of equity, diversity and inclusiveness principles and the ability to recognize and integrate different perspectives, roles, experiences, cultures, and backgrounds into practices and decisions.

Desired Qualifications:

• Bilingual in English and French.  
• Accreditation experience within a healthcare organization.
• Are available for travel.
• Are not intimidated by research. 

WHAT YOU CAN EXPECT:

In Your First 30-90 Days:

• Complete our orientation program with other new hires to learn about HSO, our values of trust, inclusion, collaboration, innovation and learning, and our mission of quality improvement in healthcare and social services.

• Become familiar with projects currently in development in preparation for applying project management principles to these projects.
• Build relationships with teams and key partners.
• In collaboration with team members, develop and oversee a gated approach to project and change management planning and implementation within Client and Assessment Services.

• Set your performance and learning objectives for the year in collaboration with your people manager.
• Meet regularly with your people manager to discuss your learning progression and alignment for your accountabilities.
• Take on assigned initiatives or projects for your role.

What We Can Offer To You:

• Hybrid work model.
• Competitive compensation and benefits, including a defined benefit pension plan.
• Time off programs, including office closure during last week of December.
• Professional development support.
• A culture that measures and values psychological safety, inclusion and engagement.

WHO WE ARE AND WHAT WE DO:

Health Standards Organization (HSO) and our affiliates Accreditation Canada (AC) and the Institute for Quality Management in Healthcare (IQMH) are global, not-for-profit, revenue generating organizations. Together, we develop standards and deliver assessment programs and quality improvement solutions that have been adopted in over 12,000 locations across five continents. Our people-centered programs and services have been setting the bar for quality across the health ecosystem for 65 years.

Join us toward a future that will lead to “Safer Care and A Healthier World.” Let’s follow a mission together, where we “empower and enable people around the world to continuously improve quality of care.”

HSO is committed to fostering a culture of inclusion, diversity, equity and access, where all employees feel respected and valued and have an equal opportunity to achieve success. We encourage applications from Indigenous Peoples, people from diverse races, ethnicities and/or religions, persons with disabilities, people from gender diverse communities and/or people with intersectional identities. Please let us know how we can support you throughout the recruiting process, including through the provision of accommodations on request.

We are also proud to have been named as one of the Top 100 National Capital Region’s Top Employers in 2022 and 2023.