Manager, Operations

PBC Solutions is looking for a Manager, Operations to join our growing team

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  
PBC Solutions has organized HIBC Business Process Operations into two interdependent team segments; Service Delivery & Service Experience. Each segment is led by a Director with a team of reporting Operations Managers, Operations Supervisors and front-line Operations staff.

The Service Delivery team is responsible for the strategic planning, maintenance and continuous improvement of the PBC Solutions HIBC service delivery operations initiatives (including citizen and practitioner account creation and maintenance, claim processing and management, payment processing, and other back-office processes).  Leveraging leadership, operational management and analytical skills, the Director will manage a team of multi-skilled team members to drive value and efficiencies for the Service Delivery teams.  

The Service Experience team is responsible for the strategic planning, maintenance, and continuous improvement of the PBC Solutions HIBC contact centre operations initiatives (includes document handling, help desk, service desk, customer contact and knowledge management areas).  Leveraging leadership, operational management and analytical skills, the Director will manage a team of multi-skilled team members to drive value and efficiencies for the Service Experience teams.  

Operations Managers are expected to support the achievement of the team’s goals, through effective leadership, communication, planning and development of their respective direct reports.  The Operations Manager role supports the Directors of Service Delivery and Service Experience, to ensure all business and client objectives are met or exceeded.  

Primary Duties 

• Leads in the development of new operation initiatives in alignment with PBC Solutions mission, vision and values and in collaboration with other department leads.
• Executes annual strategic plans and key performance indicators aligned to our client’s desired outcomes.
• Monitors progress of operational projects, key performance indicators, and undertakes actions to ensure the achievement of department goals and service level objectives.
• Creates and delivers relevant reports and information to the leadership team and business stakeholders to help optimize business decisions.
• Lead discussions and influence decisions with business leaders and their teams to determine how to accelerate business strategies.
• Oversees development of organizational structure and capabilities to deliver on our client and organizational commitments effectively
• Workforce planning and management, establishes policies and practices along with communication channels in the operations to ensure dynamic management of service levels.
• Evaluate, scope, propose, implement, and manage technology to power all or a combination of the channels of contact we offer our users.
• Provides leadership in reporting, processes & procedures to meet short- and long-term strategic objectives.
• Reviews performance reports to ensure appropriate focus on key areas and ensures action plans and strategies align to service experience excellence
• Reviews and manages the department budget, monitors regularly, analyzing variances, creates and implements strategies to address any operational gaps to ensure financial objectives are met with a high focus on cost containment.
• Oversees provision and development of the training, skills, policies & knowledge management tools needed by service delivery to achieve the client commitments related to the service experience within their scope of services.
• Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues, inquiries, or complaints within established policies
• Acts as a subject matter expert for all support and service models to the team
• Manages end-to-end experience, delivery of service and service level attainment as it relates to the Contact, Service Desk, Help Desk, written and electronic or voice communications.
• Conducts research, analysis and recommendations on all service and support options.
• Ensures that the service experience delivery model and teams are following commitments, contracts, legislation and operational risk is managed.
• Provides leadership throughout project management cycle in identifying opportunities, establishing objectives, evaluating the ROI, implementing the changes, and evaluating their success.
• Advocates and drives the change within the area of scope, ensures effective communication, reward and recognition, and manages resistance to change as appropriate.
• Identifies opportunities for new support services or service enhancements that create new client value and service experience.
• Brings innovative ideas for new support services and industry practices.
• Provides leadership, mentoring and advice to direct reports, peers, and staff to develop and promote an engaged and productive workforce through effective organizational structure, delivery model, performance management and workforce forecasting and planning
• Develops and maintains the team culture.
• Facilitates and build communication and partnerships between internal and external stakeholders to deliver value.
• Attends meetings to build client and partner relationships, collaborate on joint strategies, resolve issues, improve service or to work on joint projects.

Qualifications & Experience 

• University undergrad degree (BA or BSc) with a major in Business, Commerce, Operations, Economics or related discipline
• 5-8 or more years of related work experience, leading a team of 4-10 professional direct reports and/or a larger front-line operations team with 10 or more direct and in-direct reporting staff.
• Experience working in the insurance, claims, contact centre or health care industry preferred
• Leadership experience with a team of direct reports and an ability to lead, motivate, challenge and influence with cross functional teams to deliver superior results
• Extensive Customer support experience, preferably in or serving a financial or healthcare organization with in-depth knowledge of customer service tools and industry best practices
• Proven track record in process improvement
• Proficiency working in a Unionized environment and knowledge of the inter-workings of Collective Agreements is an asset

Required Competencies 

• Demonstrated leadership, coaching skills, and capability to develop direct reports
• A sense of urgency and drive to achieve results, while ensuring teams and client needs are met
• Capacity to engage with client(s) to ensure clear and consistent two-way communication
• Strong oral, written, and interpersonal skills, to support effective management and team leadership
• Proven relationship building skills, with primary focus on the organization or client's needs and priorities
• Adaptability to changing priorities and evolving circumstances
• Demonstrated analytical and logical thinking, sound judgment skills with the ability to engage necessary resources to solve complex problems
• Ability to effectively plan, prioritize and follow through in a timely manner and with anticipation of potential roadblocks
• Ability to manage budgets effectively and efficiently, including departmental expense and headcount management, with a focus on cost-control
• Ability to persuade and gain consensus across a diverse group of stakeholders

Travel/Work Location:  
PBC Solutions is headquartered in Saanichton, BC (a suburb of Victoria) and operates in a hybrid environment. 

What's in it for you

We offer market competitive total compensation, including an annual incentive bonus plan and market-based salaries. The salary range for this position is $93,900 to $140,900 annually. Placement in the salary range will be determined by the level of experience and expertise based on corporate guidelines, with the goal to ensure market competitiveness and internal equity.

We also offer a robust modular health & dental benefits plan, with flexible options that will meet you and your family's needs. Our modular benefits plan includes access to a Health Spending Account (HSA) and the option to direct excess benefits credits to a Retirement Savings Plan (RSP), HSA or combination of both, for all eligible employees.  

We also offer a generous paid leave policy and a Defined Benefit Pension Plan (Public Service Pension Plan), 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, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.

PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates. 
To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca

Does this opportunity resonate with you? 

Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please We'd love to talk with you to explore this opportunity further with you.

Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.

We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted.

This posting will remain open until filled. The review of applications will start on May 27, 2024 . 
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How we work
Our Guiding Principles 
Honesty – We will be truthful.  We will create a safe environment to communicate proactively, openly and with respect.  We will be transparent and genuine with our interests. 
Integrity – We will act consistently to do the right thing and ensure our words and actions align.  Embracing opportunities and challenges, we will live our shared values and vision. 
Reciprocity - We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take.  We will win and lose as one.   
Autonomy – We respect and acknowledge the interests of each party.  We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.   
Loyalty – We will be bold, brave, and committed to our relationship.  As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges.   
Equity – We commit to a balanced partnership.  We will make decisions and act based on a fair assessment of capabilities, risks, constraints, and opportunities to achieve mutual success.   

Our Intended Behaviours 
Communication – We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.   
Flexibility – We will be agile, adaptable, and creative to enable responsive service delivery and embrace challenges and change with an open-minded and positive attitude. 
Perspective – We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view. 
Focus – We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results. 
Trust & Confidence – We lead with trust.  We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.   
Feedback – No surprises.  We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.   
Solution-oriented – We see possibilities rather than limitations.  We use our diverse capabilities to develop options to resolve our challenges.