Senior Manager, Client Services

• Pay Type Salary
• Min Hiring Rate $108,200.00
• Max Hiring Rate $138,000.00

For over 50 years, LifeLabs has been Canada’s leading provider of laboratory diagnostic information and digital health connectivity systems, enabling patients and healthcare practitioners to diagnose, treat, monitor and prevent disease. We are passionate about empowering healthier Canadians through accessible, accurate, and innovative diagnostic services.

We are committed innovators, operating Canada's first commercial genetics lab, and the country's largest online patient portal, with more than 8 million Canadians receiving their results online. More than 112 million laboratorytests come through LifeLabs’ laboratories annually, and our team of more than 6,000 passionate, caring, and diverse professionals works together as one to provide high quality testing and results that Canadians can trust.

We know that behind every lab requisition, sample being tested, or investment in technology is an individual and their family counting on us. At LifeLabs, you can make a meaningful impact on Canadians’ lives every day.

Our teams are at the heart of everything we do. We are proud to be recognized as one of Canada’s Best Employers, reflecting our deep commitment to our core values of caring, agility, teamwork, and a customer-centered approach. As part of this commitment, LifeLabs prioritizes the ongoing development of our diversity, equity, and inclusion (DEI) program to better serve the needs of our diverse workforce and the communities we serve. We continue to take steps to challenge ourselves to act with courage and integrity, and to create an environment where people can be their true selves.

These values are not just words on a page, they guide our actions and decisions every day and have come to define our team culture.

Reports to: Director, Client Services

Purpose of the Role:

The Senior Manager, Client Services, will play a leadership role and leverage expertise of the business to effectively execute and quickly adapt strategies to ensure operational excellence, optimal customer and employee experience. Focus on driving high performance across all initiatives and ensure consistency within the laboratory portfolio as measured by company goals and KPIs that drive a profitable portfolio.

Core Accountabilities:

Service Delivery:

• Monitors individual markets and competitive activity within those markets and provides feedback to leadership team.
• Ensures that corporate goals for operational excellence and customer services levels are achieved.
• Aligns processes and reporting across the regions.
• Assesses, recommends, and implements revenue opportunities.
• Identifies, evaluates, recommends strategies; implements appropriate courses of action for enhancing operational efficiencies to improve overall profitability.
• Oversees the implementation of new programs and initiatives to ensure that vendors, suppliers, and internal and external partners continue to meet the needs of the business.

Customer Service:

• Identifies cultural differences and nuances and recommends adjustments regarding the evolving customer experience.
• Manages escalated customer questions or concerns.
• Partners with internal and external customers to continuously improve their experience and to implement initiatives, i.e. marketing, financial, human resources.
• Anticipates and delivers products and services to meet our customers changing needs by listening to our customers and by understanding our competitors and markets.
• Participates in project management and new initiatives, as required.

Human Resources:

• Leads, coaches, and manages a team of Managers/Supervisors to develop and sustain a high-performing team.
• Inspires, motivates, engages, and develops employees by creating a compelling vision, setting goals and objectives, and continuously providing feedback and coaching.
• Manages human resources, including selection, onboarding, training, performance management, compensation, disciplinary actions, development and retention, and terminations.
• Demonstrates strategic leadership with an understanding of tactical execution along with leading and managing high-performing teams.
• Performs effective time management, communications, decision making, presentation, human relations, client relationship management, and organization skills.
• Conducts succession planning

Admin:

• Conducts various administrative tasks, generates reports, etc.

Safety:

• Builds a safety-first culture through leadership and development.

Minimum Educational Requirements:

• Bachelor’s degree in sciences or healthcare related focus or equivalent experience
• Minimum of 7 years of demonstrated management success in leading teams.
• Excellent competency in business management and financial acumen.
• Strong display of analytical capability, creating and analyzing complex data sets and taking action.
• Experience developing relevant management relationships in the marketplace and external alliances and channels in the healthcare industry.
• Demonstrated ability to effectively lead a large, geographically distributed and organizationally complex team in a fast paced and dynamic environment.
• Ability to understand the long-term strategy and short-term execution to support multi-year visions.
• High energy performer who operates as part of a team and whose enthusiasm inspires and motivates teams, peers, and customers.
• Understanding of the Canadian healthcare environment and provincial hospital networks.

#LI-AJ1

LifeLabs’ compensation programs are commensurate based on the role, skill, effort, responsibility and working conditions, irrespective of gender, race, ethnicity, beliefs, age or any other personal characteristics. Pay programs are communicated regularly in an accessible and transparent manner.

LifeLabs is also proud to offer resources, opportunities, as well as a collaborative and supportive environment that enables our team members to thrive.

In addition to a competitive compensation package, LifeLabs provides a comprehensive total rewards program, specific to the job position. Your package may include:

• Employee Group Benefits: Competitive coverage for employees and their families to support their overall health and wellness needs, including Extended Health Care, Dental Care, and Life Insurance.
• Retirement Savings Plan
• Vacation and Wellness Days
• Employee Wellness and Giving Programs: Our award winning mental, physical and financial wellness programs aim to address the comprehensive well-being of our team members, including resources like the Employee & Family Assistance Program, financial planning tools, and employee recognition initiatives.
• Professional development and membership reimbursement, access to preferred rates and discount programs, including WorkPerks, Home and Auto Insurance, Costco Membership, etc., and optional health-related benefits.

In accordance with LifeLabs’ Accessibility Policy, and the applicable Accessibility Acts within the provinces we operate in, accommodations are available by request for candidates taking part in all aspects of the recruitment and selection process. For a confidential inquiry or to request an accommodation, please contact your recruiter or email careers@lifelabs.com.

Vaccinations are highly encouraged at LifeLabs’. Vaccinations and/or immunization screening may be mandatory for selected employees if regulated by provincial or regional governments, or through employer-led vaccination policies in the facilities we service. Please ensure you ask if this position requires the successful candidate to be vaccinated or undergo immunization screening.

Ready to empower healthier Canadians? Apply today!

• 3680 Gilmore Wy, Burnaby, BC V5G 4V8, Canada