Manager, National Coordination Office

Reports to: Director, Mobile Services
Status: Full Time
Schedule: Shifts May Vary
Additional Requirements: N/A
Number of Positions: 1
Start Date: ASAP
Internal Application Deadline: April 22, 2025

LifeLabs operates under a Hybrid workforce model. Further details will be provided during the interview stage.

This vacancy is for an existing position.

Purpose of the Role

The Manager will provide leadership and leverage expertise of the business to ensure operational excellence, optimal customer and employee experience. They will contribute to the broader Mobile Lab Services plan through the development and implementation of a provincial strategy. Foster a continuous improvement culture to take advantage of every available opportunity to drive towards excellence and quality.

Your responsibilities will include:

• Monitors inbound call demand, off contact tasks and core KPIs to maintain optimal service levels
• Ensures mobile coordinators are optimizing customer appointments in Mobile Lab Technician schedules to maximize productivity across the Mobile Team nationally
• Supports the achievement of corporate goals for operational excellence and customer service levels
• Supports alignment and consistency to provincial and national Mobile Lab Services initiatives and processes
• Responsible for reporting on metrics and measurements to assess client service and customer satisfaction
• Ensures compliance with privacy legislation, internal policies, procedures and practices
• Supports with recommendations on the development and implementation of process improvements aligned to Lean initiatives

• Overall responsibility for the efficient day-to-day operation of the department, including planning, coordination, evaluation, and supervision of all operational activities and management of all employees in the department
• Provide active leadership and development to all direct and indirect reports, ensuring all individual and team accountabilities are delivered through annual performance programs and that individual performance issues are addressed
• Manage the team toward consistent attainment of annual operating budget and goals
• Development and management of the business recovery plans
• Manage financials, capital planning (Workforce, materials, and other expenses) for the regional budgets and manage cost- effective operations that meet financial plans and support service, quality and cost KPIs
• Manage Information and reporting (Provincial directives, SOP’s, KPI’s) to ensure effective communication and promote sustainability nationally
• Lead and support system-wide continuous quality improvements
• Lead, and/or contribute to (as a core team member), the planning and execution of cross-functional projects that support annual operational and/or strategic initiatives
• Accountable for escalating operational issues in an effective manner to ensure Leadership awareness of problems impacting the operation
• Ensures appropriate escalation of issues for resolution
• Sets departmental SMART goals and works with the team to achieve goals
• Build relationships and manage service levels with local & regional external clients
• Identifies differences and nuances across each province and recommends adjustments regarding the evolving customer experience
• Manages escalated customer questions or concerns
• Responsible for the day-to-day management of employees; leads, coaches, directs and manages a team of coordinators to develop and sustain a high-performing team
• Accountable to ensure scheduling requirements; granting all time off requests, overtime shifts, authorizing all schedule changes
• Manages implementation of day-to-day workflow changes within the regions (identify, implement and manage change)
• Inspires, motivates, engages, and develops employees by creating a compelling vision, setting goals and objectives, and continuously providing feedback and coaching
• Provides strong leadership for improvement initiatives, eliminate obstacles, and monitor improvements for effectiveness
• Responsible for hiring, onboarding, training, managing performance, coaching for improvement, manages progressive discipline within department
• Practices effective time management with clear communication, sound decision making abilities, client relationship management, and organization skills
• Builds and fosters relationships with peers, employees, clients and business partners
• Accountable for developing and coaching future leadership team members (succession planning)
• Accountable for ensuring LifeLabs’ Mission, Values, and strategies are reinforced and supported within area of responsibility

• Conducts various administrative tasks, generates reports, etc.

• Builds a safety-first culture through leadership and development

What you bring to the role:

• Post-secondary and/or college/university education with progressively responsible business experience
• Minimum of 3 years of demonstrated management success in leading teams
• Excellent competency in business management and financial acumen
• Strong display of analytical capability, creating and analyzing complex data sets and taking action
• Experience developing relevant management relationships in the marketplace and external alliances and channels in the healthcare industry
• Demonstrated ability to effectively lead a geographically distributed and organizationally complex team in a fast paced and dynamic environment
• Ability to understand the long-term strategy and short-term execution to support multi-year visions
• High energy performer who operates as part of a team and whose enthusiasm inspires and motivates teams, peers, and customers
• Understanding of the Canadian healthcare environment and provincial hospital networks
• Occasional travel throughout BC and ON
• Valid Class 5 Driver’s license