Operations Excellence Manager

1 month ago

Greater Sudbury, Canada Canadian Blood Services Full time

**Job category**: Supervisory and management
**Job posting ID**: 4300

**Employment status**:Regular full-time

***
**Salary grade**:Grade 10
**Salary/Rate of pay**:$105,00 - $121,000

**Application deadline**: 2023-03-30
**This position is open to**: Internal and External applicants

**Somewhere in Canada there’s a life you can save.**

Be part of a dynamic, collaborative and caring organization committed to saving and improving the lives of Canadians. Thousands of Canadians depend on us every day for reliable access to blood, plasma, stem cells and organs and tissues.

**Join Canada’s Lifeline** and make a meaningful difference every day.

**About the role**

Canadian Blood Services is looking for a **Regular Full-Time Operations Excellence Manager** to join our dynamic** National Contact Centre (NCC)** team in Sudbury, Ontario.

Reporting to the Associate Director, National Contact Centre (NCC), you will be responsible and accountable for the operationalizing the NCC program strategies. The position plays a key role to deliver significant operational improvements in experience, establishing key performance indicators to monitor and support for excellence and quality in recruitment and collections excellence across multiple interaction channels. Objectives for this role will be established through engagement and collaboration with Quality Associates, Manager, Service and Experience and the NCC Leadership team.

The Operations Excellence Manager, through the establishment of an excellence program, will ensure consistency, operational standardization, and efficiency to improve service excellence for donors and employees, and always with adherence to organizational processes, and in compliance with all regulatory requirements and CBS policies, procedures, and practices.

**Key responsibilities include**:
1. Operational Excellence and Optimization
- Manages activities related to training, quality, processes, and escalations for the operations.
- Contributing to the operational and quality framework, you are charged with promoting excellence and ensuring compliance.
- Responsible to drive operational excellence by establishing key performance objectives for service and experience.
- Reviews and evaluates departmental performance against established objectives and makes recommendations for improvements or changes, as needed.

2. Quality service and experience performance
- Manages the team to ensure that the successful implementation of all new processes and technology are implemented through change management to deliver optimal employee and donor experience.
- Identifies and recommends the development of tools, quality performance indicators and processes to optimize service and experience interactions.
- Ensures activities within scope of responsibilities are consistent with a progressive quality systems environment and is responsible for compliance with corporate, legislative and privacy requirements.

3. Manages and Builds Relationships
- Promotes collaboration and teamwork to facilitate effective planning, problem solving to achieve the required outcomes.
- Provides development to the cross functional team members through effective coaching, mentoring, and training.

4. Provides Subject Matter Expertise
- Leads or participates in initiatives that improve the development of training, change management, implementation, monitoring and quality.
- Participates in change control decisions as required.
- Ensures that the designed processes are accurate, compliant with all required regulations and standards.
- Performs other related duties as required.

**Qualifications**:

- A university degree in Business Administration, Commerce, or related discipline.
- Minimum of 5 years of recent related management/leadership experience in an operational function.
- Knowledge of supply chain management.
- Previous experience in Lean Manufacturing / Six Sigma / Continuous Improvement considered an asset, more specifically in implementing lean strategies on the floor, combined with the ability to explain it in layman’s terms to frontline staff, etc.
- Proven customer service experience as a manager is required.
- Strong leadership, motivational and people skills.
- Previous experience managing staff (experience managing unionized staff is an asset).
- Previous experience acting as a spokesperson with the media considered an asset.
- Previous experience delivering training and transferring knowledge considered an asset.

**Demonstrated Knowledge, Skills and Abilities**:

- Excellent team building, interpersonal and management skills are essential.
- Knowledge of GMP, Quality Assurance, Occupational Health, and Safety procedures.
- Proven planning, time management and human resource management in a unionized environment is required.
- Demonstrated analytical, problem solving, decision making, and conflict resolution abilities are required.
- Strong communication skills in English are essential. Bilingualism is an important

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