Director, Delivery Excellence
Apply NowCompany: Health Standards Organization
Location: Ottawa, ON K1A 0A5
Description:
Accreditation Canada and Health Standards Organization (HSO) will not ask for personal information such as Social Insurance Numbers (SIN) or bank account information during the recruitment process via phone or email. If you receive such a request, it is not from Accreditation Canada or HSO. Applicants should always verify the legitimacy of such communications and contact the organization directly through official channels to confirm.
Director, Delivery Excellence
Terms: Full-time Permanent
Salary: Commensurate with experience
Location: Ottawa (Hybrid Work Model) | Toronto ((Hybrid Work Model) | Montreal (Hybrid Work Model)
ABOUT THE ROLE:
The Director, Delivery Excellence is a member of Accreditation Canada's Client and Assessment Services Accreditation team and leadership team. The Director will lead by addressing operational challenges using expertise to oversee that programs and processes are implemented and delivered efficiently. The Director will be responsible to develop an environment recognized for continuous improvement, innovation and best practices across services and delivery excellence. The director will oversee the delivery of product implementation plans and requires a good understanding of the products and services in order to align the needed processes and to support teams. Through this unique transversal role, you will contribute to improve our client's experience by continually working to improve our client's quality improvement journey by innovating, evaluating, and contributing to improving our products and processes. That means finding new and innovative ways to create and deliver value to health care organizations in ways that are aligned with a mission that matters: enabling and empowering people around the world to continuously improve quality of care.
As Director, Delivery Excellence, you will lead the strong focus on excellence in service delivery to foster client retention and market expansion. You posses a deep understanding of organizational operations, superior communication and critical thinking skills, are a team player, and have a willingness to develop new skills. The thought of using your stellar people skills and subject matter expertise to coach our teams through a broad array of questions and concerns leaves you energized and excited. Discovering solutions to meet their unique needs and guiding them towards success motivates and drives you. You understand that you are a key factor in the success of our client organizations, and as such, the opportunity to grow our reach makes your day, every day.
If you're right for this opportunity, you're a team-player, business oriented, organizer and people mobilizer extraordinaire! You have a winning attitude and growth mindset - and love to lead, learn from and collaborate. You have a passion for improving quality of care in health systems. You take pride in your natural propensity to facilitate, guide, undertake and lead teams. Having a full plate doesn't intimidate, but rather motivates you. You thrive at balancing focus and agility, leading in a dynamic environment and are committed to upholding our values of trust, inclusion, collaboration, innovation and learning.
MAIN RESPONSIBILITIES
Planning and Execution: Drive the implementation of strategic initiatives, ensuring alignment with organizational priorities and timelines. Stay on top of emerging trends, deepen corporate knowledge, and assist in the strategizing of corporate initiatives to achieve efficiencies. Will lead ongoing analysis of performance metrics to support daily operations. Plan, track, and report productivity improvement measures and their results to leadership team, includes setting up of delivery excellence measures for predictable delivery. This requires both the efficient and effective management of resources, time, and work to promote progress and adaptability.
Operational excellence: Play a pivotal role in ensuring the successful execution and delivery of programs and services with a deep understanding of organizational operations. Overcoming operational obstacles to ensure efficient program delivery, monitor and achieve key performance indicators (KPIs) to track progress, evaluate and identify areas for improvement. Coordinating resources and implementing best practices to achieve the established targets for client experience and retention. Additionally, the director will evaluate quality best practices and customize to meet unique organizational and business model needs. The director will collaborate with internal partners, and colleagues within the same business unit and across the organization to manage risks and facilitate effective communication within different business units throughout the product lifecycle.
Collaboration and Partnerships: Collaborate and cooperate with various internal teams to establish excellence in global delivery, rallying them to contribute to our goals and success. Implement key business decisions and initiatives in collaboration with leadership team.
Team Development: Lead and enable your team, contributing to innovative ways to enhance existing and future service delivery. You will approach everything with passion, leadership and integrity and will bring out the best in others to help get things done. Foster a culture of continuous learning, innovation, and collaboration within the department.
KEY ATTRIBUTES
Leadership Skills: The ability to inspire and lead teams is paramount; instill confidence, foster collaboration, and provide clear direction to achieve project goals. Work with Operations team members and leadership on initiatives to improve processes. Strategic Thinking: The role demands a strategic mindset to align services delivery with the overall goals of the organization. This involves anticipating future challenges, identifying opportunities, and planning for long-term success. Effective Communication: Clear and concise communication is essential for managing internal stakeholders' relationships, addressing team concerns, and ensuring that everyone involved in a project is on the same page. You serve as a bridge between team members, leadership and clients. Problem-Solving Skills: The ability to identify and solve complex problems is a key attribute. This role requires to be adept at analyzing situations, making informed decisions, and implementing effective solutions to overcome challenges. Adaptability: Given the dynamic nature of service delivery business unit, adaptability is crucial. Open to change, embraces innovation, and can pivot strategies when necessary.
MUST HAVE QUALIFICATIONS
DESIRED QUALIFICATIONS
WHAT YOU CAN EXPECT:
In Your First 30-90 Days:
What We Can Offer To You:
WHO WE ARE AND WHAT WE DO:
Health Standards Organization (HSO) and our affiliates Accreditation Canada (AC) and the Institute for Quality Management in Healthcare (IQMH) are global, not-for-profit organizations. Together, we develop standards and deliver assessment programs and quality improvement solutions that have been adopted in over 12,000 locations across five continents. Our people-centered programs and services have been setting the bar for quality across the health ecosystem for 65 years. Join us toward a future that will lead to "Safer Care and A Healthier World." Let's follow a mission together, where we "empower and enable people around the world to continuously improve quality of care."
HSO is committed to fostering a culture of inclusion, diversity, equity and access, where all employees feel respected and valued and have an equal opportunity to achieve success. We encourage applications from Indigenous Peoples, people from diverse races, ethnicities and/or religions, persons with disabilities, people from gender diverse communities and/or people with intersectional identities. Please let us know how we can support you throughout the recruiting process, including through the provision of accommodations on request.
We are also proud to have been named as one of the Top 100 National Capital Region's Top Employers in 2022, 2023 and 2024.
We are equal opportunity employer and are committed to the principles of Employment Equity. We encourage qualified applications from all genders, including visible minorities, Indigenous Peoples, and persons with disabilities. We thank all applicants for their interest; only those selected for an interview will be contacted. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please email HR at HumanR[redacted]. For any queries related to recruitment please email at [redacted].
Director, Delivery Excellence
Terms: Full-time Permanent
Salary: Commensurate with experience
Location: Ottawa (Hybrid Work Model) | Toronto ((Hybrid Work Model) | Montreal (Hybrid Work Model)
ABOUT THE ROLE:
The Director, Delivery Excellence is a member of Accreditation Canada's Client and Assessment Services Accreditation team and leadership team. The Director will lead by addressing operational challenges using expertise to oversee that programs and processes are implemented and delivered efficiently. The Director will be responsible to develop an environment recognized for continuous improvement, innovation and best practices across services and delivery excellence. The director will oversee the delivery of product implementation plans and requires a good understanding of the products and services in order to align the needed processes and to support teams. Through this unique transversal role, you will contribute to improve our client's experience by continually working to improve our client's quality improvement journey by innovating, evaluating, and contributing to improving our products and processes. That means finding new and innovative ways to create and deliver value to health care organizations in ways that are aligned with a mission that matters: enabling and empowering people around the world to continuously improve quality of care.
As Director, Delivery Excellence, you will lead the strong focus on excellence in service delivery to foster client retention and market expansion. You posses a deep understanding of organizational operations, superior communication and critical thinking skills, are a team player, and have a willingness to develop new skills. The thought of using your stellar people skills and subject matter expertise to coach our teams through a broad array of questions and concerns leaves you energized and excited. Discovering solutions to meet their unique needs and guiding them towards success motivates and drives you. You understand that you are a key factor in the success of our client organizations, and as such, the opportunity to grow our reach makes your day, every day.
If you're right for this opportunity, you're a team-player, business oriented, organizer and people mobilizer extraordinaire! You have a winning attitude and growth mindset - and love to lead, learn from and collaborate. You have a passion for improving quality of care in health systems. You take pride in your natural propensity to facilitate, guide, undertake and lead teams. Having a full plate doesn't intimidate, but rather motivates you. You thrive at balancing focus and agility, leading in a dynamic environment and are committed to upholding our values of trust, inclusion, collaboration, innovation and learning.
MAIN RESPONSIBILITIES
Planning and Execution: Drive the implementation of strategic initiatives, ensuring alignment with organizational priorities and timelines. Stay on top of emerging trends, deepen corporate knowledge, and assist in the strategizing of corporate initiatives to achieve efficiencies. Will lead ongoing analysis of performance metrics to support daily operations. Plan, track, and report productivity improvement measures and their results to leadership team, includes setting up of delivery excellence measures for predictable delivery. This requires both the efficient and effective management of resources, time, and work to promote progress and adaptability.
Operational excellence: Play a pivotal role in ensuring the successful execution and delivery of programs and services with a deep understanding of organizational operations. Overcoming operational obstacles to ensure efficient program delivery, monitor and achieve key performance indicators (KPIs) to track progress, evaluate and identify areas for improvement. Coordinating resources and implementing best practices to achieve the established targets for client experience and retention. Additionally, the director will evaluate quality best practices and customize to meet unique organizational and business model needs. The director will collaborate with internal partners, and colleagues within the same business unit and across the organization to manage risks and facilitate effective communication within different business units throughout the product lifecycle.
Collaboration and Partnerships: Collaborate and cooperate with various internal teams to establish excellence in global delivery, rallying them to contribute to our goals and success. Implement key business decisions and initiatives in collaboration with leadership team.
Team Development: Lead and enable your team, contributing to innovative ways to enhance existing and future service delivery. You will approach everything with passion, leadership and integrity and will bring out the best in others to help get things done. Foster a culture of continuous learning, innovation, and collaboration within the department.
KEY ATTRIBUTES
MUST HAVE QUALIFICATIONS
- Master's degree in a related field such as Healthcare Administration, Health Sciences, and/or Business Administration. An equivalent combination of work experience and education will be considered.
- Clinical experience in a large health care organization as a regulated health care provider in good standing
- 5+ years of progressive healthcare leadership experience
- Accreditation experience within a healthcare organization and/or system.
- Strong transformative leadership skills with a proven ability to manage and develop teams. Ability to mentor, teach and train.
- Demonstrated knowledge and competency in continuous quality improvement.
- Strategic, innovative mindset and ability to champion the delivery of exceptional customer experiences.
- Understand and able to apply the principles of change management.
- Tried and tested analytical and critical-thinking skills.
- Outstanding interpersonal and communication skills, including exceptional writing, facilitation, conflict resolution, consensus-building and negotiation skills.
- Excellent project management skills with the ability to prioritize and meet deadlines.
- Passionate and compassionate. Open, empathetic, curious, takes ownership.
DESIRED QUALIFICATIONS
- Bilingual in English and French is an asset.
- Are available for travel.
- Research oriented.
WHAT YOU CAN EXPECT:
In Your First 30-90 Days:
- Complete our orientation program with other new hires to learn about HSO, our values of trust, inclusion, collaboration, innovation and learning, and our mission of quality improvement in healthcare and social services.
- Set your performance and learning objectives for the year in collaboration with your people manager.
- Meet regularly with your people manager to discuss your learning progression and alignment for your accountabilities.
- Contribute to monthly leadership group meetings that focus on strategic planning and operational issues.
- Take on assigned initiatives or projects for your role.
What We Can Offer To You:
- Hybrid work model.
- Competitive compensation and benefits, including a defined benefit pension plan.
- Time off programs, including office shutdown during last week of December.
- Professional development support.
- A culture that measures and values psychological safety, inclusion and engagement.
WHO WE ARE AND WHAT WE DO:
Health Standards Organization (HSO) and our affiliates Accreditation Canada (AC) and the Institute for Quality Management in Healthcare (IQMH) are global, not-for-profit organizations. Together, we develop standards and deliver assessment programs and quality improvement solutions that have been adopted in over 12,000 locations across five continents. Our people-centered programs and services have been setting the bar for quality across the health ecosystem for 65 years. Join us toward a future that will lead to "Safer Care and A Healthier World." Let's follow a mission together, where we "empower and enable people around the world to continuously improve quality of care."
HSO is committed to fostering a culture of inclusion, diversity, equity and access, where all employees feel respected and valued and have an equal opportunity to achieve success. We encourage applications from Indigenous Peoples, people from diverse races, ethnicities and/or religions, persons with disabilities, people from gender diverse communities and/or people with intersectional identities. Please let us know how we can support you throughout the recruiting process, including through the provision of accommodations on request.
We are also proud to have been named as one of the Top 100 National Capital Region's Top Employers in 2022, 2023 and 2024.
We are equal opportunity employer and are committed to the principles of Employment Equity. We encourage qualified applications from all genders, including visible minorities, Indigenous Peoples, and persons with disabilities. We thank all applicants for their interest; only those selected for an interview will be contacted. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please email HR at HumanR[redacted]. For any queries related to recruitment please email at [redacted].