Director of Administrative Operations
Our client is a mission-focused, Canadian-based social enterprise dedicated to make healthcare accessible to all! The organization manages numerous public health initiatives and government programs. They provide millions of Canadians with access to essential health benefits. They are Great Place To Work ™ Certified (2024) and a Certified B Corporation equal opportunity employer committed to DEI.

• Lead and direct a team of 20+ employees
  
• Lead the administrative operations team to deliver top-tier service through effective hiring, training, and coaching.
  
• Oversee new client onboarding, eligibility management, processing of client funding agreements, expense claims, fund disbursement, and reconciliation.
  
• Support managers in resource allocation to achieve KPIs and SLAs consistently.
  
• Develop and refine processes to improve team efficiency and performance.
  
• Address client escalations, recommending solutions as needed.
  
• Collaborate with senior leaders to manage client relationships in daily operations.
  
• Create strategies for customer issue resolution, ensuring an exceptional client experience.
  
• Set performance metrics and evaluate team member outcomes. Oversee system and software upgrades, communicating updates to staff.
  
• Track new technologies to enhance productivity in operations.
  
• Provide matrix reporting to the communications, government relations, and family/provider relations teams as needed.
  

Requirements

• 5+ years managing internal administrative operations teams.
  
• Bachelor's Degree preferred.
  
• Proven experience leading teams of 20+ and management reports
  
• Experience with change management, internal operations metrics, and analytics.
  
• Excellent communication, customer service, problem-solving, and conflict-resolution skills.
  
• Skilled in Microsoft 365 (Word, Excel, PowerPoint, SharePoint, Teams)
  
• Experience with CRM tools and familiarity with contact center telephony is an asset.
  
• Bonus points if you have a background in healthcare or government; insurance experience.
  

Benefits

• Working for an organization with values around being a diverse, inclusive, accessible, respectful, kind, and equitable workplace.
  
• Annual Bonus Incentive: Up to 15%
  
• Paid Time Off: 4 weeks per year
  
• Group Benefits Plan: Starting Day 1 (includes healthcare and personal spending accounts)
  
• Pension Plan: Matching contributions up to 5%, effective from Day 1
  
• Monthly Internet Allowance: Up to $50/month
  
• Monthly Phone Allowance: Up to $100/month
  
• Home Office Stipend: One-time payment of $750 on the first paycheck
  
• Employee Assistance Program: Available for all employees
  
• Headspace Membership: Complimentary access to support mental health
  
• Maternity Leave Top-Up: Up to 90% of salary for 6 weeks
  
• Education Reimbursement Program: Support for professional development