Operations Manager

**Who We Are**

St. John Ambulance British Columbia & Yukon (SJA BCY) is a not-for-profit mission-led enterprise committed to _empowering safer communities through first aid leadership_. SJA BCY is part of the federated St. John Ambulance organization in Canada, which is represented from coast to coast. We are privileged to be part of an organization with over 900 years of service to humanity. Today, SJA BCY is a market leader in the development and delivery of first aid courses and products while supporting first aid in communities through our 1500 plus volunteers.

**The Opportunity**

Our British Columbia and Yukon Provincial Head Office is seeking someone who has superior operational and service skills to ensure our branches can perform at their best.

The position will perform a range of ‘mission critical’ functions to drive connectivity, collaboration, and teamwork between SJA BCY’s Provincial Headquarters (PHQ) and SJA BCY’s 16 branches in BC and Yukon branch. Our branches are primarily charged with delivering first aid training courses; additionally, we sell first aid products through our branches, and they also serve as community hubs for our volunteers.

In order to perform at their best, our branches rely on a range of centralized services. The Operations Manager - Branch Support, is the critical role to ensure these services are provided efficiently and effectively to our branches.

**Responsibilities and Duties**
- Establish a new ‘branch support’ function, partnering across SJA BCY to ensure our branches receive the right services and support to perform at their best.
- Work collaboratively with a range of central services (HR, Finance, Training, Internal communications, Customer Care) to determine how best to support branch operations and success.
- Work collaboratively with all branches to understand their needs, solve problems, and achieve a position as a trusted business partner
- Create and/or improve systems to improve overall efficiency at the branch and PHQ level.
- Establish yourself as a systems expert in SJA BCY’s CRM (D365), Way We Do, Finance (SR365), reporting (Power BUI), product ordering/supply, customer service, and other systems.
- Engage with colleagues at SJA National and other Provincial Councils to share knowledge and develop ‘best practice’ solutions and systems to support the SJA BCY mission
- As a business partner, oversee critical functions to support branches, including: _**Scheduling**_: Build the annual class schedule with branches and the Learning team; review/revise on an active basis to ensure optimum attendance, revenue, and cost targets are achieved; _**Instructor Coordination**_: Work with branches and the Training team to ensure the right instructors are identified, deployed, and supported to achieve training targets at branches; _**Training**_: Provide central support to train new and existing branch staff on key systems; act as a knowledge resource to help branch staff when questions, problems, or information needs arise; _**Operations/Customer Experience**_: In partnership with branch teams, review and/or develop policies and procedures to ensure efficiency and consistency with operations; develop protocols to aid in the delivery of a consistent and superior customer experience; _**Communications**_: Partner with HR and Marketing to develop and deploy internal communications tools to strengthen connections between branches and PHQ; _**Financial**_: Support collaboration between Finance and Branches to assist with billing, revenue/expense reconciliation, and collections; and _**Supply Management**_: Assist with ordering, distribution, and problem solving to ensure branches are properly supplied to support class delivery and sales to customers.
- Lead and support ongoing initiatives to identify and deliver on process improvements to ensure SJA BCY meets its aims of constantly improving service and operational excellence.

**Qualifications and Skills**
- You are a strong process and systems thinker, who approaches challenges with a focus on customer service and operational excellence;
- You are comfortable working alone or in small teams, with a keen sense of deadlines and what it takes to meet them;
- You are a good connector, able to build quality relationships with internal and external partners; you engage well with people across the organization;
- You earn trust and build confidence as a business partner;
- You know how to assess business needs and analyze systems, with a view to continually seeking to find process and system improvements that make it easier for teams to do their work;
- If needed, you can assess a problem area, find a solution and make an improvement happen;
- You communicate clearly and are confident to ‘tell it like it is’ in a supportive manner to ensure teams are clear on how things will work;
- You are a natural teacher, happy to impart knowledge and experience to help others do their jobs better;
- You are