ROLE AND RESPONSIBILITIES
Reporting to the Head of Human Tissue Donor Awareness and Qualification, you plan, coordinate and supervise client service activities in regards to human tissue in association with referrals such as hospitals, the families of donors and internal and external partners as well as in regards to various user clients.
You are the liaison between client services and operational activities. You ensure proper ocular tissue allocations, human tissue distribution and inventory management.
You manage all non-unionized employees assigned to client services and you ensure that the procedures are properly applied and that the needs of that department are properly assessed.
Specifically, you :
Quickly take charge of incoming calls and ensure the quality of interactions as a liaison between client services and operational sectors;
Act as the person responsible for product distribution and client services for all clients;
Ensure the proper management of tissue inventories by maintaining a target level;
Track non-compliances within the department, manage complaints and participate in case analysis and resolution;
Maintain performance indicators relevant to your activities by contributing to the implementation of a Lean Vision;
Sample the consents obtained;
Participate in the hiring, training and development of client service sector employees to ensure the sustainability of human tissue operations;
Ensure the proper day-to-day management of the client services team during day and evening shifts;
Coach and monitor the implementation of standards and policies by staff in the coordination department and ensure that donor selection criteria are applied in accordance with regulatory and legislative requirements;
Replace the Head of Human Tissue Donor Awareness and Qualification when absent;
Perform any other associated tasks required by your immediate supervisor.
A diploma of college studies or university degree in a field deemed relevant;
Minimum of three (3) to five (5) years of experience in managing staff coupled with significant experience in client services and inventory management;
Fluent in both English and French, both oral and written;
Proficient with computer tools, including the Microsoft Office suite.
Demonstrate dynamism, listening, leadership and managerial courage;
Excellent skills as a team manager focused on collaboration, communication and team work;
Strong political skills and an approach based on client service excellence;
Excel in priority management and able to multi-task;
Have a good vision of the various operational issues within the department;
Be goal and / or results oriented;
Demonstrate a strong ability to learn and to adapt to change;
Be detail-oriented, independent and thorough;
Strong analytical skills to identify areas requiring continuous improvement.
In addition to the competitive working conditions offered by Héma-Québec, this position includes the following benefits :
Four (4) weeks of vacation per year;
Variable and flexible schedule;
Defined benefit pension plan.