Manager, Data Operations

at  Pbc Solutions

POSITION SUMMARY

Reporting to the Chief Privacy Officer, and Director of Privacy and Data Operations, The Manager, Data Operations serves a key role for management of HIBC data including data transfers, protection of data, supporting access to information rights for HIBC clients, records management, and quality improvement and quality assurance activities for HIBC processes involving collection, use, and disclosure of HIBC personal information.
The Manager supports the achievement of the team’s goals, through effective leadership, communication, planning and development of their respective direct reports with the aim to ensure all business and client objectives are met or exceeded.

REQUIRED EDUCATION AND EXPERIENCE

• University undergrad degree (BA or BSc) with a major in Business, Commerce, Operations, Economics, Archival Studies, Library or Information Studies, or related discipline.
• Certification in records management, information management, privacy or a related industry.
• Minimum 5 – 8 or more years of related work experience
• Minimum 5 years experience leading a team of 4 – 10 professional direct reports and/or a larger front-line operations team with 10 or more direct and in-direct reporting staff.
• Minimum 2 or more years working in records management, data management, or a related industry.
• Proven track record in process improvement.
• Experience working in a Unionized environment
• Experience defining, and managing activities related to compliance with law
• Experience working in the insurance, claims, contact centre or health care industry is an asset.
• Experience managing budgets including departmental expense and headcount management, with a focus on cost-control

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated leadership, coaching skills, and capability to develop direct reports
• Ability to lead, motivate, challenge and influence with cross functional teams to deliver superior results
• Capacity to engage with client(s) to ensure clear and consistent two-way communication
• Strong oral, written, and interpersonal skills, to support effective management and team leadership
• Proven relationship building skills, with primary focus on the organization or client’s needs and priorities
• Adaptability to changing priorities and evolving circumstances
• Demonstrated analytical and logical thinking, sound judgment skills with the ability to engage necessary resources to solve complex problems
• Ability to effectively plan, prioritize and follow through in a timely manner and with anticipation of potential roadblocks
• Ability to persuade and gain consensus across a diverse group of stakeholders
• Ability to balance risk, timelines, and outcomes

WHAT’S IN IT FOR YOU

We offer market competitive total compensation, including an annual incentive bonus plan and market-based salaries. The salary range for this position is $93,900 to $140,900 annually. Placement in the salary range will be determined by the level of experience and expertise based on corporate guidelines, with the goal to ensure market competitiveness and internal equity.
We also offer a robust modular health & dental benefits plan, with flexible options that will meet you and your family’s needs. Our modular benefits plan includes access to a Health Spending Account (HSA) and the option to direct excess benefits credits to a Retirement Savings Plan (RSP), HSA or combination of both, for all eligible employees.
We also offer a generous paid leave policy and a Defined Benefit Pension Plan (Public Service Pension Plan), for all eligible employees.
We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.
PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.
To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca
Does this opportunity resonate with you?
Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you’ve found your ideal work environment - Apply today please! We’d love to talk with you to explore this opportunity further with you.
Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.
We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted.
This posting will remain open until filled. The review of applications will start on July 17, 2024.

• Leads in the development of new operation initiatives in alignment with PBC Solutions mission, vision and values and in collaboration with other department leads.
• Executes annual strategic plans and key performance indicators aligned to our client’s desired outcomes.
• Monitors progress of operational projects, key performance indicators, and undertakes actions to ensure the achievement of department goals and service level objectives.
• Creates and delivers relevant reports and information to the leadership team and business stakeholders to help optimize business decisions.
• Lead discussions and influence decisions with business leaders and their teams to determine how to accelerate business strategies.
• Oversees development of organizational structure and capabilities to deliver on our client and organizational commitments effectively
• Workforce planning and management, establishes policies and practices along with communication channels in the operations to ensure dynamic management of service levels.
• Evaluates, scopes, proposes, implements, and manage technology to power all or a combination of the channels of contact we offer our users.
• Provides leadership in reporting, processes & procedures to meet short- and long-term strategic objectives.
• Reviews performance reports to ensure appropriate focus on key areas and ensures action plans and strategies align to service experience excellence
• Reviews and manages the department budget, monitors regularly, analyzing variances, creates and implements strategies to address any operational gaps to ensure financial objectives are met with a high focus on cost containment.
• Oversees provision and development of the training, skills, policies & knowledge management tools needed by service delivery to achieve the client commitments related to the service experience within their scope of services.
• Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues, inquiries, or complaints within established policies
• Acts as a subject matter expert for all support and service models to the team
• Manages end-to-end experience, delivery of service and service level attainment as it relates to the Contact, Service Desk, Help Desk, written and electronic or voice communications.
• Conducts research, analysis and recommendations on all service and support options.
• Ensures that the service experience delivery model and teams are following commitments, contracts, legislation and operational risk is managed.
• Provides leadership throughout project management cycle in identifying opportunities, establishing objectives, evaluating the ROI, implementing the changes, and evaluating their success.
• Advocates and drives the change within the area of scope, ensures effective communication, reward and recognition, and manages resistance to change as appropriate.
• Identifies opportunities for new support services or service enhancements that create new client value and service experience.
• Brings innovative ideas for new support services and industry practices.
• Provides leadership, mentoring and advice to direct reports, peers, and staff to develop and promote an engaged and productive workforce through effective organizational structure, delivery model, performance management and workforce forecasting and planning
• Develops and maintains the team culture.
• Facilitates and build communication and partnerships between internal and external stakeholders to deliver value.
• Attends meetings to build client and partner relationships, collaborate on joint strategies, resolve issues, improve service or to work on joint projects.
• Establishes and supports secure and reliable procedures for the application of records schedules to HIBC data, including electronic data and other data formats.
• Management of quality assurance and quality improvement activities to ensure appropriate use of HIBC personal information.
• Ensures compliance with legislation and client policies, including those related to access to information, disclosure, and transfers of personal information.