Manager, Performance

2 months ago

Burnaby, Canada PHSA Full time

**Manager, Performance & Quality Management, PDHIS**

AO Communication & Business Alignment

Burnaby, BC

In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The Provincial Health Services Authority (PHSA) plans, manages and evaluates selected specialty and province-wide health care services across BC, working with the five geographic health authorities to deliver province-wide solutions that improve the health of British Columbians. PHSA embodies values that reflect a commitment to excellence.

Reporting to the Director, Service and Performance Management, the Manager, Performance and Quality Management has direct responsibility for the designated portfolio in support of the Workplace Evolving Services and Technology (WEST) agreement within healthcare across the province, including the supervision of staff and the development and continuous improvement of technology service business processes and practices. The Manager ensures consistency of services and solutions with healthcare strategy and efforts to maximize alignment and improve service delivery and clinical outcomes. They are responsible for managing process development, reporting, monitoring, and auditing required to support the Service Performance Standards. Additionally, the Manager develops management of processes according to the Risk Management Plan and the Quality Management and Assurance Plan. This role is required to develop effective partnerships with key parties including healthcare service providers, vendors (NTT Data) and outside contractors aligned with established service level agreements (SLAs).

**What you’ll do**
- Develops, implements, and monitors the management of processes according to the Risk Management Plan and the Quality Management and Assurance Plan.
- Manages process development, reporting, monitoring, and auditing required to support the Service Performance Standards.
- Actively manages to optimize resource utilization and service quality. Develops and uses metrics and key performance indicators (KPIs) to identify performance issues or other variances, develops and implements strategies to address and to improve performance.
- Provides leadership and oversight of the day-to-day operations for a designated team to drive operational excellence and ensure alignment with WEST Alliance Office goals and operating plans. Conducts an analysis of the current situation and the future requirements of the portfolio, sets specific goals and objectives aligned to the overall strategic direction of WEST Alliance Office, and determines priorities for planning and implementing strategies in collaboration with the WEST Alliance Office Leadership and key partners.
- Provides leadership and guidance to assigned staff using effective management techniques (for example, coaching, mentoring, delegating, building teams, and managing performance) to support the achievement of required outcomes and to ensure that staff members are achieving a level of performance that meets the highest standards within their areas of function. Fosters a positive working environment including seeking opportunities to reward and recognize team and individual contributions, listening to the team’s concerns and enabling decision-making at the front line.
- Evaluates individual and team performance in collaboration with appropriate partners and peer staff ensuring probationary and annual reviews are completed for assigned staff. Handles grievances and investigates work and staff issues and initiates disciplinary action up to and including terminations.
- Prepares and manages the annual operating budget for designated services, monitors variances and develops and executes corrective actions.
- Develops and continuously improves existing and new technology service processes and methods.
- Develops effective partnerships with partners including healthcare service providers, vendors and outside contractors aligned with established service level agreements (SLAs).
- Engages other teams across PHSA and partners to provide seamless customer service, challenging the status quo.
- Establishes the disciplines and processes required to manage all aspects of a quality management shared service program to minimize support costs and complexity while supporting Health Authority business requirements.
- Other duties as assigned.

**What you bring**

**Qualifications**:

- A level of education, training, and experience equivalent to a Bachelor’s degree in Business or a related field, plus seven (7) years recent related experience in large, complex, multi-site organizations, including a minimum of five (5) years in a progressively more responsible leadership role.
- Relevant industry certifications,

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