Job Description

Referred applicants must not apply directly to this role. All referred applicants must use their unique referral link generated when they are referred by an existing colleague.

Location: 1685 Tech Ave, Mississauga, Ontario, L4W 0A7

At Shoppers Drug Mart, we\xe2\x80\x99re innovating health and wellness in Canada. From prescriptions to walk-in clinics, and a beloved loyalty program, we\xe2\x80\x99re caring and supporting our customers in new ways every day.
With more than 1,300 locally owned and operated stores from coast to coast, the Shoppers Drug Mart network is more than a great place to shop, it\xe2\x80\x99s a great place to work. We\xe2\x80\x99re committed to building our talented team who champion collaboration, kindness and inclusivity. Join our team, and help recognize a healthy future for your career and for all Canadians.

Why this role is important?

Senior Manager, Operational Effectiveness

Specialty Health Network (or SHN, as we call ourselves) is a growing division of Shoppers Drug Mart, with a strong entrepreneurial spirit. We pride ourselves in having an awesome work culture and fun environment! We offer competitive salaries, a great benefit package, Shoppers Drug Mart discount, Goodlife gym discount, RRSP/Pension plans, Employee share ownership plan, professional training and development, and many more perks! Shoppers Drug Mart was acquired by Loblaw in 2014, the largest employer in Canada \xe2\x80\x93 making your career opportunities within our larger organization - endless!

Shoppers Drug Mart Specialty Health Network supports our retail stores to provide the best patient care to patients who require specialty drugs. We provide patient support programs for specialty drug therapies, providing physicians with resources to manage their patients, facilitating reimbursement, and enhancing patient compliance. We deliver superior customer service to patients, healthcare providers and pharmaceutical manufacturers to improve healthcare outcomes for all stakeholders.

We are hiring a Senior Manager, Operational Effectiveness

Reporting to the Director, Operational Effectiveness, you collaborate with Program leadership teams to provide business insights, continuous improvement projects and initiatives that support SHN\xe2\x80\x99s strategic plans and operational excellence. This challenging role works directly with many areas of the business and levels within the organization to drive and deliver a culture of continuous improvement that results in employee and client satisfaction, efficiency and effectiveness. This position requires an entrepreneurial builder mindset, ability to balance strategic thinking and meticulous execution, and a strong ability to collaborate and influence. You are a key contributor on a high-performance team that is innovative, accountable, responsive, and customer-focused.

What you will do:

• Provide strategic direction and recommendations to leverage enterprise assets to enhance patient support program offerings
• Assess, develop, and execute improvement plans for existing Specialty Programs from the conceptual stage through implementation
• Establish Key Performance Indicators (KPIs) and/or other metrics to describe and ensure the impact of change is effectively measured and sustained. Work closely with other teams in the business to help identify new tools, processes and initiatives to drive efficiencies, gather feedback, test new initiatives, and manage communications for ongoing projects.
• Provide leadership across the portfolio to ensure consistency of best practices and continuous improvement
• Stay up to date on industry trends and opportunities aligned to current business needs & strategies
• Anticipate and respond to a rapidly changing market with insight and innovation to enhance existing programs and ensure program launch excellence
• Lead or participate in special projects as required
• Report all Adverse Events (AE) and Product Technical Complaints (PTC) immediately or as soon as possible upon becoming aware of the event as per current policies and procedures.5+years experience in business consulting or a transformation role, to include working with customers.

• Extensive experience managing large, broad cross functional projects.
• Passion for enabling highly effective management and leadership processes and driving organizational change.
• Excellent partnership/collaboration/communication skills/facilitation skills
• Demonstrated experience in driving business transformation (including mastery of a broad range of service model/strategy/transformational/process improvement tools and approaches \xe2\x80\x93 e.g., Design Thinking, Six Sigma).
• Ability to influence mid-level to senior management through personal interactions as well as the creation and delivery of presentations.

• Ability to create simple and effective business communications (PowerPoint
• Proven ability to deliver business results by driving operational change
• Comfortable asking tough questions \xe2\x80\x93 challenging mid-level to senior management throughout the transformation process
• Highly self motivated \xe2\x80\x93 will go the extra mile to get the job done right and \xe2\x80\x9cwow\xe2\x80\x9d our internal and external stakeholder
• Superior consulting and advisory skills; ability to think conceptually, handle ambiguity, solve complex problems, and make thoughtful recommendations.
• Ability to implement and drive change, including demonstrated experience and knowledge of change management principles.

• Some travel required.

What you will need:

• University degree or equivalent industry-related experience.
• 5-7 years account management, project management, patient support program and/or pharmaceutical brand management experience or equivalent
• Certification in Continuous Improvement and at least a Six Sigma green belt
• Minimum of 5 years of people or team management experience
• Demonstrated ability to effectively communicate ideas and actions to those at all levels of the organization
• Problem solver with superior critical thinking
• Experience with process redesign and innovation
• Proven ability to gather and synthesize data
• Ability to thrive in a fast paced, challenging and constantly changing work environment
• Demonstrated ability to effectively manage timelines to ensure delivery of project objectives
• Strong planning and execution skills
• Superior analytical, problem solving and judgement skills
• Excellent relationship building with peers and key stakeholders based on trust, open communication and respect

Why work at Shoppers Drug Mart?

Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through Academy.

Take ownership of your work and find more ways to care about your work, co-workers, customers and community.

How You\xe2\x80\x99ll Succeed:

At Shoppers Drug Mart Inc., we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

Employment Type: Full time

Type of Role: Regular

Shoppers Drug Mart Inc. recognizes Canada\'s diversity as a source of national pride and strength. We have made it a priority to reflect our nation\xe2\x80\x99s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct \xe2\x80\x93 it reinforces what our customers and stakeholders expect of us.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.

Shoppers Drug Mart