Operations Manager

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. As we’ve delivered on this mission over the last 35 years, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

The Project Operations Manager (POM) is responsible to ensure the successful daily delivery of Medical Services & Fire & Rescue activities for the client as per agreed scope of work. The POM is the lead for communication and liaison between the Client representative onsite, the International SOS Canada Medical Service Centre and the Site team.

This is a fly-in/fly-out position to oversee the management of a remote industrial site located in the Kitimat, BC area. The work schedule is 2 weeks on / 2 weeks off. Charter flights are provided from the following major city hubs: Edmonton, Calgary, Vancouver, Kelowna, Nanaimo and Prince George. Accommodations (private bedroom/bathroom in camp) and food are provided for the duration of your rotation while on site.

The POM provides operational management and coordination of support for International SOS activities, consistent with contractual commitments. This includes managing the internal interface between Human Resources; Supply Chain, Fleet, Medical, Response Centre and Operations in support of the delivery of site services and all external interfaces with client and their contractors onsite.

Essential Job Duties and Responsibilities:

• Ensure day-to-day operations can be performed as per contractual agreement. POM is responsible for planning, organizing, managing, and supervising the site staff, stations, equipment, and emergencies for the assigned shifts, including Fire/Rescue Captains and Nurse Practitioners.
• Provides strategic, administrative, and technical expertise; management and direction as per departmental and operational requirements, including implementation of Intl.SOS and client policies and procedures.
• Prepare site reports and budgets.
• Develops and implement multi divisional training programs.
• Ensures assigned site staff’s compliance to roles, responsibilities, best practices and KPIs, including Health Care Providers, Fire Captains, Nurse Practitioners.
• Ensures all job descriptions, role responsibilities, KPIs and performance appraisals are reviewed annually or as practices change.
• Submit recommendations to the VP Operations regarding all employee matters .
• Oversees the administration / implementation of Intl.SOS induction and training programs, including Intl.SOS procedures and health and safety training i.e. Fire, Rescue.
• Assist with recruiting, interviewing, training and performance of employees together with the Human Resources department.
• Act as the contract lead onsite and key point of client contact for all operational and contractual matters, escalating when appropriate to VP Operations.
• Ensure customer satisfaction and effective communication with clients and / or their representatives through a professional approach.
• Assist in ensuring Medical Services activities are delivered to Intl.SOS standards and client requirements. Work with VP Operations to ensure that client service level agreements are in place with clear KPIs defined (as required on a case by case basis) and that actual performance against the agreed service levels are reported to the client on a frequency as per agreed .
• Ensures accurate site inventories are developed and maintained, including justification of medications and disposables ordered outside of the standard inventory. Schedules maintenance of fire/rescue/medical apparatus, equipment and facilities.

Required Skills and Knowledge

• Strong commercial and general business acumen.
• Excellent organization skills.
• Ability to analyze situations and take appropriate action consistent with company policies.
• Customer/client focused.
• Knowledge of the Fire/Rescue and Medical Services delivery.
• Strong computer skills (Outlook, Word, Excel, Sharepoint).
• Excellent Problem solving skills.
• A high level of oral and written communication skills.

Work Experience & Qualifications

Minimum Requirements

• 5 years experience of Service Delivery at a management level.
• Previous experience in Operations Management– relevant medical or fire rescue industry experience required: Candidates must have a solid understanding of occupational health management, patient flow, and how clinics operate.
• Experience with union negotiations and collective bargaining, an asset
• Demonstratable experience in change management.
• Relevant Bachelors degree or equivalent work experience.
• Fluency in English.

Key Competencies

• Strong and diplomatic leadership
• Exceptional organizational skills
• Contract management abilities

International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

Job Type: Full-time

Salary: $740.00 per day

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• RRSP match

Supplemental pay types:

• Overtime pay

Application question(s):

• Do you have a minimum of 5 years experience of Service Delivery at a management level?
• Do you have operations experience within the medical or rescue industry?

Work Location: In person

Expected start date: 2024-04-01