1685 Tech Ave, Mississauga, Ontario, L4W 0A7
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
Senior Manager, Shared Services Operations
Location: Mississauga, ON
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 – making your career opportunities within our larger organization - endless!
The Sr Manager, Shared Services will be reporting to the Sr. Director, Business Operations. He/she will be responsible for managing the Patient Contact Centre and Shared Services teams to ensure that patient cases are managed effectively and efficiently daily. The Sr. Manager will be responsible for enrollment to dispense, manage multi-million dollar manufacturer accounts, understanding and determining costs per call, maintain schedules and creating process efficiencies and understand the P&L cost allocation for all programs.
Senior Shared Services Manager needs to meet and exceed business objectives ensuring consistent achievement of all Financial, Manufacturer Program and Operational KPIs. Required to manage (in partnership with the wider Business Operations team) multiple teams to deliver an outstanding ‘Customer Experience’. Manage, inspire and motivate the Customer Services team and Shared Services teams to ensure operational excellence, high employee engagement and service improvement is achieved.
What you will do:
Responsible to lead the Shared Services Operational team with solid Reimbursement and Call Centre knowledge
Responsible for the delivery of the overall operational metrics & manufacturer targets.
Proactively maintain regular engagement with key program managers and keep in line with manufacturer expectations.
Ensure delivery of Manufacturer KPIs/Customer Service targets including day to day service levels, customer experience, quality measures and compliance measures
Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning will be in place to ensure key roles are filled and individual talent is recognized
To have a well-defined Communication and Employee Engagement model in place for the Supervisors, and Managers to ensure they understand the performance of the business.
Successfully delivering and managing peak business period in the retail industry and Patient Program cycles
Responsibility and accountability for the operational performance of the key areas and for exceeding targets of all required metrics
The continuous identification implementation of operational best practice through interaction with the wider team
Motivate and effectively performance manage Agents/Supervisors/ Managers within the teams to ensure delivery of overall targets and business plan.
Selecting, effectively managing and coaching Operations Managers
Create and Execute a well-defined Communication, Training and Engagement model to ensure all of their teams understand the performance of our business and also that they understand the needs of our patients and manufacturers
Manage and develop internal/external operational relationships by conducting (where appropriate) operational departmental review meetings.
Manage all day to day ops liaison within key workstream
Identifying and highlighting further opportunities for services and process improvements
Senior Management experience in the areas of Reimbursement and Call Centre Operations is essential to be a success in this role
Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
Excellent leadership, people management, communication and influencing skills at a senior level
Extensive experience with Payor and 3rd party insurers The incumbent will face challenges in dealing with both public and private payers for Reimbursement navigations which may require innovative structured appeals.
Extensive experience in the Drug Reimbursement Landscape
Experience in working in a contact Centre operation environment
Experienced in managing large multi-site /Multi skilled contact center’s
Ability to build and maintain strong client relationships
Ability to demonstrate been able to translate business strategy into day to day delivery
Strong commercial understanding and previous accountability for profit targets
Setting and reviewing Quality performance standards
Experience with designing and ongoing management of Training and onboarding programs
Setting and reviewing of organizational / productivity objectives in line with the Program contract
Managing Manufacturer Engagement
Responsible for Business Continuity
Ability to manage and influence key stakeholders
Intermediate experience in Patient Connect, Excel, Power point, Bell Geneysis is essential
What you will need:
5-7 years’ related work experience in Pharmaceutical industry or;
7-10 years’ work experience with public and private payers
7-10 years’ in a Management role.
Experience with KPI's and Service levels.
Excellent communication skills and able to multitask, prioritize work, mentor and coach the team daily.
Able to work effectively, with short lead times and changing customer demands.
Ability to meet deadlines.
Experience with managing a team of 30+ employees.
Able to problem solve through analysis and recommendations.
Able to work in a team environment and coordinator with external contacts.
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 SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll 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.
Type of Role:
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’s 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 – 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.