Description

 

Join Our Team 

 

The TELUS Health team is seeking a highly organized and detail-oriented leader to join our team. As a Senior Client Service Manager, you’ll leverage your business acumen and abilities to ensure the success of an innovative client relationship and program.  We are seeking an inspiring and forward-thinking individual who can motivate teams and continually improve how we deliver services to our customers.

 

What you’ll do:

 

Acting as a trusted advisor and point of contact for our clients regarding their engagement with TELUS Health Personal Health Records and Digital Front Door products Lead overall client services to ensure requirements and roadmaps are met Support a team of highly skilled resources including project management, facilitation of team meetings, escalation resolution and response  Liaise with internal stakeholders of the greater TELUS Health Team and executive leadership to provide updates on this important initiative Spearhead prioritization and change request processes with client, liaising with product, finance and sales teams to develop cohesive and detailed plans and financial assessments Lead and mentor the individuals working alongside you to maintain a high performance culture through recognition and coaching, change management best practices and the use of Fair Process principles to drive operational improvement  Support program governance, risk management plans and mitigation strategies to ensure all stakeholders are informed Develop effective presentations, reporting and tracking of all client activities Contribute to the business growth, with customer experience at the core of your efforts  Maintain operational, quality and financial effectiveness of the client program Influence and shape the client success best practices of this team  Quickly develop relationships across the organization while contributing to a fun, collaborative and trusting work environment

 

 

Qualifications

 

The successful candidate must be a highly motivated self-starter with an engaging leadership style. You must have the ability to efficiently manage a fast-paced project and collaborate with the project team to ensure success. Key qualifications include:

 

Project Management Experience: a proven history of delivering complex client projects  Strategic Mindset: ability to develop a strategic vision and lead the team through the duration of the program Financial Acumen:  proven proficiency in financial business casing and budgeting Operational Know-How: operate best practices in service delivery, customer care and conflict resolution  Communication Skills: clear, concise and influential in all aspects of communication to various audiences and stakeholders, both internal and external Data Familiarity: ability to work with large datasets, familiarity with Google Sheets and Slides essential to providing leaders with up-to-date views on the program status  Decisive Nature: ability to analyze data and KPIs to make decisions and problem solve to align with the program’s vision  Thrive on Ambiguity: ability to successfully and independently navigate and lead through areas of gray  Love of a Fast Paced Environment: comfortable working and leading in a constantly changing, dynamic environment 

 

Additional Requirements:

 

5-7 years of experience in client services or program management, preferably in Healthcare, Pharmacy, or Insurance landscapes, directly supporting customer projects and initiatives Undergraduate degree in Business, Health Sciences or other related fields  Demonstrated knowledge of the health informatics and digital health industry in Canada, public sector experience is an asset Relentlessly focused on our customers, anticipating their needs, thinking about how to create value for them through our products and services Demonstrated analytical and problem solving skills combined with well developed communication and interpersonal skills PMP designation is an asset