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Senior Manager, Client Services
3 months ago
LifeLabs is the largest community diagnostics laboratory in Canada, serving the healthcare needs of Canadians for over 50 years. Our team members are truly centred around our customers, and we know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us.
Consistently named one of Canada's Best Employers by Forbes, LifeLabs has also been recognized for having an award-winning Mental Health Program from Benefits Canada. The passion and commitment of over 6,000 diverse and innovative team members unites and motivates us to ensure our customers receive high quality tests and results that they can trust. Agile, customer-centred, caring and teamwork: we live these values every day in what we do to support our customers and healthcare providers, driving forward our vision of empowering a healthier you.
Reports to: Director, Client Services
Purpose of the Role The Senior Manager will play a leadership role and leverage expertise of the business to effectively execute and quickly adapt strategies to ensure operational excellence, optimal customer, and employee experience. Focus on driving high performance across all initiatives and ensure consistency within the laboratory portfolio as measured by company goals and KPIs that drive a profitable portfolio.
This is a full time, Hybrid role with a focus on Lower Mainland, BC. Candidates can be located anywhere within BC.
Core Accountabilities
- Monitors individual markets and competitive activity within those markets and provides feedback to leadership team
- Ensures that corporate goals for operational excellence and customer services levels are achieved
- Aligns processes and reporting across the regions
- Assesses, recommends, and implements revenue opportunities
- Identifies, evaluates, recommends strategies; implements appropriate courses of action for enhancing operational efficiencies to improve overall profitability
- Oversees the implementation of new programs and initiatives to ensure that vendors, suppliers, and internal and external partners continue to meet the needs of the business
- Identifies cultural differences and nuances and recommends adjustments regarding the evolving customer experience
- Manages escalated customer questions or concerns
- Partners with internal and external customers to continuously improve their experience and to implement initiatives, i.e. marketing, financial, human resources
- Anticipates and delivers products and services to meet our customers changing needs by listening to our customers and by understanding our competitors and markets
- Participates in project management and new initiatives, as required
- Leads, coaches, and manages a team of Managers/Supervisors to develop and sustain a high-performing team
- Inspires, motivates, engages, and develops employees by creating a compelling vision, setting goals and objectives, and continuously providing feedback and coaching
- Manages human resources, including selection, onboarding, training, performance management, compensation, disciplinary actions, development and retention, and terminations
- Demonstrates strategic leadership with an understanding of tactical execution along with leading and managing high-performing teams
- Performs effective time management, communications, decision making, presentation, human relations, client relationship management, and organization skills
- Conducts succession planning
- Conducts various administrative tasks, generates reports, etc.
- Builds a safety-first culture through leadership and development.
Minimum Qualifications and Skills
- Bachelor's degree in sciences or healthcare related focus or equivalent experience
- Minimum of 7 years of demonstrated management success in leading teams
- Excellent competency in business management and financial acumen
- Strong display of analytical capability, creating and analyzing complex data sets and taking action
- Experience developing relevant management relationships in the marketplace and external alliances and channels in the healthcare industry
- Demonstrated ability to effectively lead a large, geographically distributed and organizationally complex team in a fast paced and dynamic environment
- Ability to understand the long-term strategy and short-term execution to support multi-year visions
- High energy performer who operates as part of a team and whose enthusiasm inspires and motivates teams, peers, and customers
- Understanding of the Canadian healthcare environment and provincial hospital networks
- Occasional overnight travel, often with short notice required
- Valid Full Driver's license
This is a hybrid role.
Hiring Range: 108, ,000
The hiring range has been established, however, the final salary recommendation will be determined based off the level of experience, education requirement, external market conditions and internal equity.
In this position, you will be eligible for Lifelabs annual bonus.
Employee Benefits:
In this position, you will be eligible to participate LifeLabs' group benefits plan which is available to LifeLabs employees in accordance with the terms and conditions of those plans.
Retirement Savings Plan:
The LifeLabs plans provide members with an easy way to save for retirement. By participating in the plan, you receive contributions made to your account on your behalf from LifeLabs.
Vacation Entitlement:
In this position, you will be entitled to vacation. We promote a healthy work-life balance and expect your full vacation to be taken each year.
Employee Wellness:
LifeLabs offers an award-winning Wellness Program focused on supporting your total health and well-being under our physical, emotional, and financial wellness pillars. We have been recognized in the industry for our focus on mental health supports.
Employee Giving program:
Designed to support any employee who donates, fundraises or volunteers for a Canadian Registered Charity or Non-Profit Organization.
In addition, LifeLabs offers professional development and membership reimbursement, access to preferred rates and discount programs - WorkPerks, Home and Auto Insurance, Costco Membership, etc. - and Optional Health-related Benefits.
We are committed to the ongoing development of our diversity, equity, and inclusion (DEI) program and have taken steps to strengthen our commitment to our team members and customers, to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.
At LifeLabs, we know that we are Stronger Together and that we will benefit from the unique perspectives and experiences that each team member offers.
Make a difference - join the LifeLabs team today
At LifeLabs, we strive to create an inclusive and equitable workplace where our team members and the communities we serve feel accepted, valued, and respected.
In accordance with LifeLabs' Accessibility Policy, the Accessibility for Ontarians with Disabilities Act, and the Ontario Human Rights Code, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email
Vaccinations are highly encouraged at LifeLabs'. Vaccinations may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be fully vaccinated with the current Government approved COVID-19 vaccinations.
