Lead, Business Operations Psp

3 weeks ago

Mississauga, Canada Compile Full time

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Job Summary:
We are seeking a dynamic and innovative leader to join our team as the Lead Business Systems for Patient Support Services and Navigation. In this role, you will be responsible for developing and implementing strategic plans to enhance our Patient Support Services Business Systems and AI capabilities. Reporting to the VP of Patient Support Services and Navigation, you will collaborate with cross-functional teams to align initiatives with business goals, identify automation opportunities, and leverage data and analytics to drive efficiency and improve customer experience.

Specific Responsibilities:

- Collaborate with business stakeholders to identify and scope problems, track KPIs and metrics, measure business performance, and monitor the impact of changes.
- Develop and execute a comprehensive digital strategy and roadmap for the PSP Call Centre, enhancing customer experience and employee productivity.
- Present and communicate data-driven recommendations, findings, and insights to business stakeholders, management, and front-line leaders to aid in decision-making and operational improvements.
- Implement call center initiatives, manage utilization trends, and propose operational improvements.
- Conduct ROI analysis and cost avoidance calculations for call center and AI projects, assessing potential benefits and financial impact.
- Develop and implement change management plans related to PSP Operations and Projects.
- Lead change management efforts, including stakeholder engagement, communication plans, and training programs to ensure successful implementation of new initiatives and technologies.
- Stay current with the latest developments in automation, AI, and analysis to ensure the team’s methodologies remain cutting edge.
- Develop workforce analytics to enhance resource distribution, financial efficiency, and overall workforce management.
- Conduct regular performance reviews and audits of Call Center/AI systems to ensure they meet predefined benchmarks and contribute to overall efficiency and effectiveness.
- Develop and maintain documentation on processes, best practices, and lessons learned from AI and call center initiatives.
- Ensure compliance with data privacy and security regulations, particularly when implementing AI solutions that handle sensitive customer information.

Minimum Qualifications:

- Bachelor’s degree or equivalent experience; MBA preferred.
- 10+ years of professional experience in business systems and/or call center management.
- Demonstrated experience in a technology transformation. Proven change management experience and competencies.

Key Competencies:

- Strong experience working with different ACD technology (e.g., Five9).
- Exceptional project management and prioritization skills.
- Creative and innovative mindset with a passion for continuous improvement.
- Experience with IT frameworks and workforce management platforms.
- Strong analytical and problem-solving skills.
- Excellent communication skills, with the ability to write reports, presentations, and produce work instructions and SOPs.
- Ability to lead meetings and speak confidently in front of peers, leaders, and business partners.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

**Our Base Pay Range for this position**

$104,600 - $174,300
McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson

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