Job Description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.
What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.
Job Summary
The Lead is responsible for creating, directing, and reviewing the development of all team members' learning, knowledge, and quality related matters of Innovation across the Pharma Distribution/Banner Services, Technology Solutions (Automation, Propel, and Reflex), and MSD (Specialized Distribution) contact centres.
The role will oversee the framework for implementing innovation initiatives, and change management plans across all colleague groups including content of a knowledge base and the development, implementation, and coordinated engagement and communication activities.
The role works with key stakeholders and leadership to collaboratively to address strategic challenges & opportunities within the team with the goal of improving the teams experience and ensuring all team members are developing and meeting the on-going needs of the customers and business associated with the innovation initiatives. The Lead is also responsible for assisting and developing related initiatives to drive team engagement measured through Employee Opinion Surveys (EOS).
Specific Responsibilities
Develop/ Maintain onboarding material for the innovation initiatives
Translate the business needs of customers and the sales/account management teams into the on-going coaching programs for the team members
Collaborate with Supervisors, Managers and Leadership to identify learning/coaching needs for agents and or teams across the innovation initiatives
Support the facilitation of sessions
Develop and execute new approaches for continuous improvements for efficiency and effectiveness of tasks performed in the team
Support the roll out of the change initiatives associated with the innovation initiatives and coordinated with the ongoing operations across each contact centre group
Maintain knowledge base to ensure all roles have relevant information available and easily accessible
Develop Engagement programs based on the initiatives, and the departments feedback and need.
Qualifications
Relevant education
Bilingualism is a requirement (English and French)
2+ years training and onboarding experience in previous role
1-2+ years in a Customer Care / Service / Contact Centre role
Microsoft Excel and PowerPoint proficiency
Experience with Salesforce is an asset
Ability to navigate and influence through change
A service excellence orientation and desire to teach and inform others.
Ability to tap on experience, insights, and collaboration to solve complex problems that touch multiple disciplines
Excellent verbal and written communication skills
Excellent organization and time management skills.
Excellent interpersonal skills. Team player.
Exceptional communication and presentation skills, both written and verbal.
Proven ability to multi-task and ability to adapt quickly in a fast-paced environment.
Excellent partnering skills.
Ability to collaborate with various levels of management and employees.
Customer-focused.
Solid experience working with management.
Attention to detail, while maintaining a strong sense of summary and ability to synthesize.
Resume du poste
Le chef est responsable de la creation, de la direction et de la revision du developpement de l'apprentissage, des connaissances et de la qualite de tous les membres de l'equipe en lien avec l'innovation dans les centres de contact Pharma Distribution/Services de bannieres, Solutions technologiques (Automatisation, Propel et Reflex) et MSD (distribution specialisee).
Ce role supervise le cadre de mise en oeuvre des initiatives d'innovation et des plans de gestion du changement pour tous les groupes de collegues, y compris le contenu d'une base de connaissances ainsi que le developpement, la mise en oeuvre et la coordination des activites d'engagement et de communication.
Le chef travaille en collaboration avec les parties prenantes cles et la direction pour relever les defis et opportunites strategiques au sein de l'equipe, dans le but d'ameliorer l'experience des equipes et de s'assurer que tous les membres se developpent et repondent aux besoins continus des clients et de l'entreprise lies aux initiatives d'innovation.
Le chef est egalement responsable d'appuyer et de developper des initiatives visant a renforcer l'engagement de l'equipe, mesure par les sondages d'opinion des employes (SOE).
Responsabilites specifiques
Developper et maintenir le materiel d'integration pour les initiatives d'innovation
Traduire les besoins d'affaires des clients et des equipes de vente/gestion de comptes en programmes de coaching continus pour les membres de l'equipe
Collaborer avec les superviseurs, gestionnaires et la direction pour identifier les besoins d'apprentissage/coaching pour les agents ou equipes dans le cadre des initiatives d'innovation
Soutenir la facilitation des sessions
Developper et mettre en oeuvre de nouvelles approches pour l'amelioration continue de l'efficacite et de l'efficience des taches realisees par l'equipe
Soutenir le deploiement des initiatives de changement associees aux initiatives d'innovation, en coordination avec les operations courantes de chaque groupe de centres de contact
Maintenir la base de connaissances afin que tous les roles disposent d'informations pertinentes et facilement accessibles
Developper des programmes d'engagement bases sur les initiatives, les commentaires et les besoins des departements.
Qualifications
Education pertinente
Bilinguisme requis (anglais et francais)
2+ annees d'experience en formation et integration dans un poste precedent
1 a 2+ annees d'experience dans un role de service a la clientele / centre de contact
Maitrise de Microsoft Excel et PowerPoint
Experience avec Salesforce, un atout
Capacite a naviguer et a influencer dans le changement
Orientation vers l'excellence du service et desir de transmettre et d'informer
Capacite a s'appuyer sur l'experience, les connaissances et la collaboration pour resoudre des problemes complexes touchant plusieurs disciplines
Excellentes competences en communication orale et ecrite
Excellentes competences en organisation et gestion du temps
Excellentes competences interpersonnelles, esprit d'equipe
Competences exceptionnelles en communication et presentation, a l'oral comme a l'ecrit
Capacite averee a gerer plusieurs taches et a s'adapter rapidement dans un environnement dynamique
Excellentes competences en partenariat
Capacite a collaborer avec differents niveaux de gestion et d'employes
Orientation client
Solide experience de travail avec la direction
Attention aux details tout en gardant une forte capacite de synthese.
#LI-JT2
We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please
Our Base Pay Range for this position
$64,200 - $106,900
McKesson is an Equal Opportunity Employer
McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson's full Equal Employment Opportunity policies, visit our page.
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