Nov 28, 2019Full time
Reporting to the Chief Procurement Officer and Vice President Customer Relationship Management (CRM), this role is responsible for effective customer relationship management across all assigned hospitals, ensuring that Plexxus services are delivered effectively by our service groups. Reporting to the Director, are Account Managers for each hospital. These Account Managers act as the single point of contact for the Customer Contract Executive (CCE) for all Plexxus services in their respective hospital. Account Managers may also have oversight of certain services within the hospital, such as contract management, local sourcing <$100k, in hospital logistics, environmental services, portering, linen, print shop. This varies by hospital. The role requires extensive travel to assigned hospitals and to attend meetings at Plexxus offices in downtown Toronto and Richmond Hill. Accountabilities: Ensure effective processes are in place to manage the customer business relationship Lead and manage with a high degree of customer interaction and collaboration Have effective communication and change management processes in place at both the strategic and operational level, with support from individual hospitals as required Identify opportunities to grow our business, managing the introduction of new services and on-boarding of new customers Ensure effective customer feedback mechanisms are in place Meet regularly with the Hospital Customer Contract Executives (CCEs) and other hospital leaders to review business and service results, effectively manage the business relationship and unresolved issues Ensure all Plexxus Services are delivered as agreed to the Hospital Work closely with Plexxus service leaders (e.g. Logistics, Finance, Data Management, IT, HR) ensuring service requirements are set and met, service issues are resolved in a timely fashion and that, opportunities for increased savings and/or reduced costs are identified Manage the development of departmental business plans, including clear and measurable business objectives aligned with the corporate business plan Based on business plans develop and execute within budget targets and manage resources to ensure business objectives are achieved Attract, develop and retain management team with strong business leadership skills, relationship management and communication skills, with a high degree of subject matter expertise across the scope of services provided Qualifications: 10-15 years leadership experience in Service Delivery or Account Management, in complex/challenging environments, with a commitment to providing a high level of customer service Proven relationship building/relationship management skills with a strong commitment to customer service Experience in a Health Care environment with acquired knowledge of hospital business models, clinical, operations and administration Leadership experience in Supply Chain especially Sourcing and Contract Management Ability to work in a complex and matrix environment with multiple stakeholders with diverse priorities Experience in process improvement, including development and implementation Strong talent management leadership, committed to developing individuals and teams Ability to lead cross-functional teams in achieving business objectives Ability to assess criticality of issues and make appropriate decisions on escalation Dynamic and fact-driven with the flexibility to change approach as the need arises Experience working in shared services organizations or broader public sector an asset Experience working in an SAP or Allscripts environment an asset Education: Bachelor’s degree, Business degree preferred SCMP or other supply chain management designation is an asset Demonstrated Leadership Competencies: Visioning Identifying long-term goals and championing the implementation of different or alternative ideas Visioning generates creative and strategic solutions that can be successfully implemented Think in innovative ways and support similar thinking in others Challenge and push the organization to constantly improve and grow Decisive Judgment Making good decisions in a timely and confident manner Making sound decisions with conviction C ha m p i on i n g Change Taking action to support and implement change initiatives effectively Actively lead change efforts through words as well as actions C ou r a g e of Convictions Having the personal courage to address difficult issues in the face of potential opposition Place a high importance on addressing the difficult issues B u si nes s Acumen Deep understanding of general business and financial concepts Effective at using at using this knowledge to understand important business issues related to their work Driving for results Challenging, pushing the organization and themselves to excel and achieve Assume personal responsibility for the success of the organization and persist, even when faced with obstacles, to achieve results N e g o tiation Identifying the needs and motives of both parties involved in working towards mutually beneficial agreements Seek solutions that benefit both parties through mutual gains R e s i li en c e Effectively dealing with work related problems, pressure, and stress in a professional and positive manner Exhibit resilience to maintain a positive attitude even when faced with frustration, pressure or change T ea m Leadership Leading others to accomplish team goals and objectives Foster teamwork and promote good team processes that best utilize the talents of the group to accomplish objectives Coaching and Developing Others Advising, assisting, mentoring and providing feedback to others to encourage and inspire the development of work-related competencies and long-term career growth Sincerely interested in the development and success of others R e l a tionship Management Exceptional people management skills Developing and maintaining positive relationships with individuals outside the work group Actively seek opportunities to build relationships important to the business Frequent contact with internal or external customers to assure satisfaction I n terpersonal Communication Communicating clearly and effectively with people inside and outside of the organization Listen effectively and develop rapport with others Articulate thoughts and ideas clearly; present information in a straightforward and logical way, and ensure that they are understood I n fluencing and Persuading Convincing others to adopt a course of action Display this competency to influence others without being excessively aggressive or pushy Understand their audience and modify their method of persuasion accordingly Interested candidates please apply by resume to Plexxus Human Resources at firstname.lastname@example.org . While Plexxus thanks all applicants, we advise only those who qualify for an interview will be contacted. Plexxus is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).