Operations and Customer Support Lead
CBI Health Group
Kitchener, ON, CA
5d ago

Manager, Operations and Customer Support

CBI Health Group is seeking a Manager, Operations and Customer Support to play a key role in driving consistency in the execution of established systems, structures and processes that support our national vocational network.

You will work closely with internal and external stakeholders to identify, scale and ensure best practices for quality and effectiveness of business outcomes.

In addition to having exceptional People Management skills, you share the same values and vision for learning and improvement and have a passion to provide clients with quality service to facilitate their rehabilitation needs.

You possess excellent communication skills and have a natural ability to build strong relationships. And because we like to have fun at work, you have a friendly, energetic, and team-oriented nature.

As Manager Operations and Customer Support, you will :

  • Execute plan to safeguard effective operational and financial controls
  • Ensure consistency, efficiency and effectiveness in service delivery
  • Support leadership and people management initiatives; ensure clarity of roles, responsibilities and KPIs for all team members
  • Track turn- around times for accuracy and completeness when reporting performance to benchmarks
  • Work closely with management team to identify opportunities and create action plans to address gaps and contribute to the growth of business sectors
  • Work in conjunction with People and Culture to attract, hire and retain top talent and promote employee engagement
  • Assist in creating a high performance culture, and lead by example
  • Assist in mentoring / coaching team members; supervise and train support personnel where responsible
  • Field and resolve complaints , escalate where appropriate
  • Deliver effective account management of key customers and referral sources
  • Perform reporting and analysis on data related to marketplace trends, customer experience metrics, schedule management, cash management, business performance, and work closely with management team to identify opportunities and create remediation plans
  • Ensure performance and compliance with contractual / partnership agreements, accreditation's and audits
  • Ensure effective and timely communication between team members and stakeholders / customers
  • Create appropriate action plans to address gaps in customer experience
  • Work efficiently with the Alberta Central Business Office regarding payroll and disbursements process
  • Liaise with provincial operations managers to ensure consistency of practice in the delivery of VR services
  • Prepare required financial reports in accordance with established procedures
  • Manage inventory control / supply ordering and distribution of products as necessary
  • Qualifications :

  • Bachelor's degree in a related field
  • At least 3-5 years of management experience is required; preference to those with rehabilitation services industry experience
  • Excellent written and verbal communication skills
  • Proven ability to meet established deadlines with a high level of accuracy
  • Exceptional time management, attention to detail and organizational skills
  • Strong teamwork and customer service skills for building and maintaining relationships
  • Consistently maintain confidentiality and demonstrate good judgment, tact and diplomacy
  • About CBI Health Group :

    For over 40 years, CBI has been working every day to improve the health and enrich the lives of Canadians.

    As Canada’s largest provider of community healthcare services, CBI is made up of over 13,000 physiotherapists, occupational therapists, registered massage therapists, kinesiologists, chiropractors, speech-language pathologists, psychologists, physicians, nurses, dietitians, vocational rehabilitation specialists, behavioural therapists, administrators, and professionals.

    CBI is set apart by the unique ability to work as an integrated network to foster ongoing learning, enhance best practices, improve access to care for all Canadians and achieve the best outcomes possible for our clients.

    With a talented, interdisciplinary team of caregivers and professionals, CBI provides the right services, in the right place, at the right time.

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