Field Operations - Operations Director

The Role

Reporting to the Regional Director of Operations, the Operations Director (OD) is a clinic’s primary point of contact and is responsible to ensure the smooth and efficient operation of the hospitals and clinics within the defined territory.

Working closely with Practice Managers and Medical Directors, the Operations Director will ensure that the clinics and hospital comply with corporate practices and processes, achieve their financial and operational performance targets while delivering quality medicine and providing outstanding client service to their clients.  In addition, will ensure their clinics adhere to VetStrategy’s Guiding Beliefs.

Responsibilities

Clinic Business Plan

• Participate in annual budget planning session with VP, Operations, creating realistic yet “stretch” targets for revenues, labour, COGS and other expenses
• Work with each Practice Manager on completing a clinic specific Business Plan as part of the business review process
• Gain each Practice Manager’s understanding, acceptance, and commitment to goals and plans
• Perform monthly P&L reviews on each location to assess the financial goals against the clinic’s business objectives
• Help identify and create action plans to address negative variances
• Help identify and plan for areas of development for clinic staff
• Initiate action plans and follow-up visits to locations with deficiencies noted as a result of their business review findings

Clinic Relations and Support

• Maintain a strong presence within designated region by communicating frequently with each clinic; physical visits required at least bi-weekly
• Assist transition team with new clinic transition plan on an as needed basis
• Participate in actual clinic performance to target
• Ensure that each Practice Manager is knowledgeable and able to implement all programs and initiatives required to effectively run a successful clinic
• Work with Practice Managers to identify, define and address key clinic issues and priorities
• Provide Practice Managers support and leadership on clinic initiatives such as quarterly focus, community activities, and other such activities
• Ensure each Practice Manager is aware of, and can use, all VS resources available to them
• Communicate feedback from the Practice Managers to appropriate VS department. This includes communicating recommendations for improvements. Escalate serious issues to the VP Operations
• Review labour and scheduling with Practice Managers regularly to achieve labour targets
• Assist Practice Managers in revenue growth strategies to increase average bill, attract new clients, retain existing clients and re-engage lapsed clients
• Ensure consistency and accuracy of pricing and inventory control to achieve COGS

Coach / Mentor / Train

• Help guide / mentor Practice Managers in the development of their role
• Assist in managing the performance of each Practice Manager
• Work with each Practice Manager to anticipate staffing needs and initiate recruitment; contribute to the selection of new hires
• Assist in defining succession planning, staff development, doctor retention and recruitment
• Challenge and coach Practice Managers to handle people issues and develop an accountability culture
• Identify situations where a lack of skills or knowledge is a barrier to successful Practice Manager performance.
• Create team or personal learning plans for Practice Managers
• Coordinate or conduct (i.e. deliver) training workshops for Practice Managers and/or clinics
• Work with training and development on putting together additional seminars, training sessions and materials that can assist Practice Managers with team development on improving the client experience, operational excellence, standards and building revenues

Leading Extraordinary Client Experiences

• Provide / implement additional seminars, training sessions and materials that can assist Practice Managers with team development on improving the client experience, service delivery excellence, standards and building sales
• Work proactively with Practice Managers on the resolution of client complaints / comments
• Work with Practice Managers to encourage clients to provide positive ratings / reviews on social media

Community Relations

• Help build relations within the community to drive awareness of, and loyalty to the clinic
• Assist Practice Managers in evaluation of community inventories, trade area analysis, local promotions and other sales-building tools/opportunities
• Assess local store marketing opportunities and develop marketing strategies based on these assessments
• Ensure all national promotions are effectively executed to maximize impact
• Collaborate with the national marketing team to share ideas and initiatives that will drive sales and improve client service

Background Experience and Skills

• 8-10 years of progressive operations experience that has led to a management position
• Post-secondary education or equivalent
• Strong financial and budgeting knowledge
• Exceptional business acumen
• Established track record of achieving revenue and profit targets
• Proven experience in successfully developing client relationships
• Strong planning and organizational skills
• Exceptional client facing skills: ability to build trust, proven strengths in negotiation and dispute resolution, and ability to deliver service excellence to the client
• Ability to work with a variety of personality types
• Strong oral and written communication skills. Must be able to facilitate workshops / presentations
• Skilled in coaching, motivation and team development
• Effective conflict management skills
• Effective Influencing skills
• Strong working knowledge of Excel, Word, PowerPoint, Microsoft Office 365, etc.
• Must reside in either the Lower Mainland, or on Vancouver Island with the ability to travel
• Passionate about animals and the veterinary industry!

Our Ideal Candidate possesses the following:

Cultural Competencies

We are Relationship Focused!

• In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels, functions, cultures or geography.

We Collaborate!

• Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.

We Speak the Truth!

• We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.

We are Humble!

• We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.

We Take Care of the Rest!

• We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on impact to patient care, client service, and hospitals teams. We do what’s best for the hospitals not just Home Office.

Leadership Competencies

Focus on Your People

• Leaders act as coaches, encouraging and empowering their team to reach personal and organizational goals. They are able to communicate and drive the vision & purpose of the organization in a way that inspires action. Leaders foster engagement through team connectivity, feedback and recognition.

Ignite Thought

• Leaders never rest on ‘good enough’ and continually seek ways to get even better. They encourage their team to question the status quo and bring forth new ideas. They make good and timely decisions that move the organization forward. They look ahead to future possibilities and remain flexible and ready to adapt to business needs.

GSD!

• Leaders take on new opportunities with a sense of energy and enthusiasm that is contagious. They focus on continually improving the processes and ways we work. They plan and prioritize to meet the goals of their team and the organization through establishing metrics and milestones. They accept responsibility for all success and misses for themselves and their team.

Be Your Best Self

• Leaders show up each day ready to model the behaviour they wish to see from others. They actively seek new ways to develop and are not afraid to take risks and try something different. They stretch in order to grow.

Communicate

• Leaders are expert communicators. They deliver timely and helpful communications to their team ensuring that all feel connected and in the loop. They understand that different audiences require different messaging and know the best way to deliver a communication based on the setting; one-on-one, small and large groups or among diverse styles and position levels. They actively listen to others and encourage open expression and diverse ideas.