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Manager of Operations and Partnerships

2 weeks ago

Mississauga, Ontario, Canada Medylex Canada Full time $90,000 - $120,000 per year

Manager, Operations & Partnerships

SUMMARY

The Manager, Operations & Partnerships, oversees the day-to-day operational duties by coordinating, planning, and directing front-end operations to ensure the timely completion of quality work in the most effective and efficient way possible. This position demonstrates outstanding direction and leadership, works as a liaison between all departments to ensure the smooth delivery of products and services, and works closely with upper management in the development and implementation of organizational strategies, policies, and procedures. The role also incorporates responsibilities for client relations (escalations) and assessor relations to ensure strong partnerships, exceptional service delivery, and sustainable growth.

OPERATIONS MANAGEMENT & ADMINISTRATIVE OVERSIGHT

 Manage the company's front-end daily operational needs (i.e., Admin, Intake, Med Docs, QA, Report Submissions, etc.) and lead the department in coordinating scheduling, production, distribution, and timely completion of work.

 Provide backup for critical administrative functions to reduce single-point dependency.

 Mentor and coach admin team members to ensure consistency and cross-training.

 Review queues in Admin/Intake/Med Docs/Reports to ensure KPIs are met daily.

 Ensure operational processes and procedures are developed, implemented, and monitored effectively.

 Identify gaps in administrative processes and implement efficiency improvements.

 Review statistical results to measure productivity and ensure operations align with SLA expectations.

 Develop training programs for internal and external resources.

 Conduct internal audits and assist with client audits as required.

 Review monthly/quarterly client reporting.

Client Relations & Escalation Management

 Act as a primary point of contact for client issues, escalations, and service concerns requiring management involvement.

 Develop and maintain strong client relationships to ensure seamless service delivery and satisfaction.

 Proactively monitor client accounts and reporting to identify areas for improvement in client experience.

 Partner with leadership to address escalations and implement solutions that strengthen client confidence.

 Work collaboratively with internal departments to ensure client expectations and SLA commitments are consistently met.

Assessor Relations & Engagement

 Serve as the primary liaison for assessor engagement, support, and retention.

 Ensure assessors are well-prepared for evaluations by clarifying processes, timelines, and expectations.

 Resolve assessor issues promptly, fostering trust and reliability.

 Develop strategies to improve assessor satisfaction, communication, and long-term retention.

 Collaborate with assessors to align their needs with company processes, ensuring quality standards are upheld.

ESSENTIAL MANAGERIAL RESPONSIBILITIES

 Fulfill responsibilities in accordance with company standards, policies, and employment laws.

 Manage workflow and provide training/support to staff to achieve departmental goals.

 Encourage positive morale and resolve grievances as needed.

 Oversee completion/approval of employee timecards and coordinate overtime.

 Participate in staffing requirements, including hiring, onboarding, and employee separation.

 Create and implement plans to meet departmental goals and client needs.

 Communicate change effectively and support staff through transitions.

 Evaluate staff needs and performance, providing feedback, coaching, and conducting annual reviews.

PROFESSIONAL COMPETENCIES & QUALIFICATIONS

 Exceptional communication and leadership skills, both written and verbal.

 Strong problem-solving, organizational, and decision-making skills.

 Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to learn new systems.

 Ability to manage priorities independently under pressure.

 Demonstrated confidentiality, judgment, and professionalism.

 Strong relationship-building abilities with both clients and assessors.

 Experience in a clinic/medical setting is an asset.

 Medical background an asset

 Knowledge of SABS, IMEs, specialty types an asset.

LANGUAGE/COMMUNICATION SKILLS

 Ability to read, analyze and interpret common and complex correspondence, medical or financial records, and/or legal contracts and documents.

 Ability to write clearly and informatively to all required audiences and edit own work for appropriate spelling and grammar.

 Ability to respond appropriately and professionally to all inquiries or complaints from customers, regulatory agencies, upper management, and/or members of the business community.

 Ability to effectively present information one-on-one, in small to large groups, to top management, and/or clients or vendors of the company.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This is a sedentary job position that consists of:

 Ability to work at a desk or similar office-type furnishings up to 8 hours a day or longer as required by business needs.

 Ability to operate a computer up to 4 hours at a time.

 Ability to move throughout the office and during travel.

 Ability to travel to different floors of the office or other location or during travel.

 Occasional travel, including air travel with one or more overnight stays required.

 Occasionally lifting and/or carrying up to 20 lbs.

 Occasionally pushing/pulling up to 20 lbs.

 Occasionally subject to bending, squatting, or twisting.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable

accommodation may be made to enable individuals with disabilities to perform the essential functions.

 Work is primarily office time but may consist of occasional travel and community business events.

 Extended hours are occasionally required beyond the regular eight (8) hour workday.

 The noise level in the work environment is usually moderate, but noise levels may increase during outside office functions or during times of travel.