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Director of Growth and Operations

1 month ago

Oshawa, Ontario, Canada Bayshore HealthCare Full time
In this position, you will be accountable for the growth and business performance (including the P&L) of the private consumer aging in place business, leading all aspects of the business, including sales and business development, human resources, finance, customer service, employee engagement, and digital operations. As a people leader, you have overall accountability for the performance of the business and service delivery teams, including sales, administration, front-line caregivers, and regulated healthcare professionals. You will collaborate with your colleagues and leaders in client success, customer experience, consumer insights, market research, sales and marketing, strategic partnerships, and strategic finance. You will leverage your team and partnerships to grow Aging In Place exponentially (Vyta) and deliver an exceptional customer experience to your clients to enable their goal to age in place. Your responsibilities span from implementing competitive business development strategies, driving service excellence, and ensuring efficient operations to deliver high-quality services to support aging in place. You are focused on driving growth and enabling new business opportunities.

Strategic Leadership

• Develop and execute strategic growth and operational plans to achieve exponential growth and high performing business operations, including expansion and market share growth with a focus on scalability.

• Leverage data driven consumer insights and market research to understand customer behaviour and optimize marketing tactics.

• Collaborate with cross-functional teams and experts to achieve business goals and objectives.

• Prioritize customer satisfaction and retention by ensuring exceptional service delivery, addressing customer feedback and concerns, and continuously improving the customer experience.

• Establish key KPIs and ROI metrics using this data to solve problems and meet business targets including financials, employee experience, customer experience, and quality.

Sales and Business Development

• Develop a network and build relationships to drive business growth and leverage new opportunities.

• Develop and execute innovative strategies to drive sales growth in B2B or B2C aging in place services.

• Capitalize on new business opportunities that align with the organization's commitment to deliver high-quality services to support aging in place.

• Build a strong reputation as Canadian's preferred and trusted partner of choice for living independently at home, on their own terms, via a one-stop shop of curated personalized home and well-being products and services.

Operations

• Oversee the operational side of the business, supporting service delivery team members, including front line service providers, ensuring seamless service delivery and exceptional customer service.

• Ensure the compliance of policies and standard operating procedures that deliver consistent and expected experiences.

• Establish and meet targets for employee and client experiences – including engagement and satisfaction scores, NPS, churn, turn-over, etc.

• Explore opportunities for leveraging technology to streamline operations, improve service delivery, and enhance the customer experience for both businesses.

• Collaborate with Bayshore's CQ team to implement, evaluate and maintain a comprehensive Quality Management System.

• Ensure quality risks are identified and managed effectively.

• Support internal quality audits and actively contribute to continuous improvement initiatives to optimize service delivery.

• Collaborate with the financial team to prepare and manage financial plans and forecasts, conducting thorough financial analyses to ensure financial targets are met or exceeded.

• Identify financial trends, anticipating risks and opportunities with mitigation plans to deliver sustained profitable growth.

• Provide regular and insightful financial reports, offering strategic recommendations to enhance business performance.

People Leadership

• Ensure a healthy and safe workplace including the well-being of employees and clients.

• Build and lead a high-performing collaborative team that is customer-centric, building strong personal connections with clients, enabling consistent provision of high-quality service and product offerings.

• Instill a customer-centric culture focused on achieving and exceeding customer experiences and expectations.

• Drive a culture of continuous learning and innovation within the team, ensuring they are equipped with the latest tools and knowledge to excel in their roles, including professional learning and development plans.

Job Qualification

Knowledge, Skills and Technical Abilities

• Exceptional customer centric mindset with proven experience in delivering positive customer experiences and feedback.

• Excellent business and financial acumen with proven results that meet and exceed targets.

• Exceptional interpersonal, decision-making, and negotiation skills.

• Strong entrepreneurial spirit with a keen eye for identifying and capitalizing on business opportunities within.

• Skilled in building high performing teams, delegating tasks and empowering team members to excel in their roles.

• Digital first mindset with proficiency in utilizing digital tools and technologies to enhance customer and employee experiences, sales and operational processes and stay ahead in a rapidly evolving market delivering high-quality home care services.

• Skilled at creating and executing strategic plans, identifying growth opportunities, and navigating complex business challenges.

• Analytical skills to identify issues, propose solutions, and make data-driven decisions to drive business performance.

• Flexibility to adapt to changing business environments and market conditions.

• Valid driver's license and willingness to undertake out-of-town travel as required.

Experience

• Minimum of five years in leading small or medium sized businesses or teams with accountability for business development and sales, and with a demonstrated and consistent track record in achieving profitable revenue targets.

• People leadership experience, preferably in a healthcare setting, with a focus on overseeing the operational aspects of service delivery.

• Accountable for customer satisfaction and employee engagement with a focus on continuous improvement.

• Highly skilled in developing a network and building relationships to drive business growth and leverage new opportunities through sales and business development.

Education

• College or University diploma or degree.

Bayshore is committed to a high quality and safe environment for both our staff and clients/patients. Dependent upon Provincial government regulations, and the position being applied for, new hires may be required to provide proof of vaccination against illnesses such as COVID-19, Hepatitis, Seasonal Flu etc. Please speak with the recruiter for Provincial and/or position specific requirements. Medical exemptions or any other kinds of requested exemptions based upon Human Rights Code will be considered on a case-by-case basis.

"At Bayshore Healthcare, our commitment to Equity, Diversity & Inclusion is our strength. This is how we bring our vision of being the difference in the lives of those we care for, work with and in our communities. We have a great sense of pride in creating a culture of belonging, where individual differences are embraced and celebrated, through programs, resources and policies that support each individual's purpose, potential and wellbeing."

Bayshore operates in accordance with the Accessibility for Ontarians with Disabilities Act, and applicable Provincial Human Rights Codes.

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