Operations Supervisor

**PBC Solutions is looking for a Operations Supervisor in our Document Processing department Please note: This is a full-time regular hybrid position, and requires regular presence at our office located in Saanichton.**

**About PBC Solutions**
PBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross), #1 health benefits provider in BC. Our mandate is to design, transform, and deliver the benefits and claims administration services offered by governments and other large organizations along with our consortium partners DXC Advanced Solutions, NTT DATA, and EY.

Since the spring of 2023, PBC Solutions administers and leads the transformation and digitization of Health Insurance BC Services (HIBC) on behalf of the BC Ministry of Health. HIBC Services administers medically-necessary insured doctor and hospital services through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. In the future, the business will expand to additional public and private client work.

**Position Summary**
The Supervisor’s key roles are engaging with their staff, motivating, and mentoring. The position also acts as a point of contact for project related initiatives for the department and plays an active role within meetings and workshops collaboratively with other departments throughout PBC Solutions and the client. Tight deadlines along with complex client policy and procedures require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees.

**This position is designated as a Grid level 21, with a range of $38.40 - $43.94 per hour.**
**Primary Duties**
- Lead the workforce to, to enhance employee engagement and performance, and to execute business goals, all within a high-performance culture.
- Coach, mentor, and develop employees for their growth and effectiveness of the department.
- Lead and promote the PBCS and Department culture including employee satisfaction.
- Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
- Play a key role in change management by encouraging innovation and creativity.
- Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
- Utilizing and updating forecasting tools to assign workflow and oversee departmental activities.
- Identify and in cases lead Continuous Service Improvement (CI) opportunities.
- Investigate and resolve employee/client escalations regarding business policies or procedures.
- Attend and actively participate in internal and client facing meetings including Program Increment Planning (PI Planning).
- Exercise authority and make decisions as delegated in organizational policies or procedures
- Identify gaps and opportunities for improvements in processes and services
- Create briefings, work-flow maps, work instructions, procedures, summaries, and data analysis of processes and services
- Support departmental management goals, exercises, and activities
- Other duties as assigned

**Required Education and Experience**
- Minimum 2 years' experience supervising an operational unit of a least 15 employees, in a corporate or government setting.
- Minimum 2 years’ experience in business process improvement with demonstrated results'
- Preferred University degree or post-secondary diploma in a related field including but not limited to, business administration, human relations, or public administration.
- Experience as a leader in a fast-paced organization leading, supporting, and developing direct reports.
- Intermediate knowledge of MS Office, Outlook, Excel, PowerPoint, and the ability to operate standard office equipment.
- Experience in performance management supporting direct reports meet their KPI's
- Experience working in a unionized environment.

**Knowledge, Skills and Abilities**
- Ability to effectively communicate both verbal and written
- Knowledge of principles related to privacy and security of personal information
- Ability to analyze call controls and customer situational judgment
- Effective time management skills to effectively maintain a balanced workload.
- Ability to perform repetitive tasks
- Ability to use a computer for prolonged periods of time

**Required Competencies**
- Effective Communication
- Conflict Management
- Organizational Savvy
- Decision Quality
- Teamwork
- Ensuring Accountability
- Feedback

**What's in it for you**
We offer a robust health & dental benefits plan, with flexible options that will meet you and your family's needs. We also offer a Defined Benefit Pension Plan (PSPP), for all eligible employees.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnici