Job Description

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.

Job Types: Full-time, Permanent

Pay: $70,000.00-$79,000.00 per year

Benefits:

Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off RRSP match
Work Location: In person