OPERATIONS SUPERVISOR (HYBRID) (Toronto)

Role Overview

Proactively manage operations metrics to meet or exceed set results. Track, review and elevate variations in performance standards impacting operations. Understand contractual agreements and the performance measures. Act as the primary point of contact for Operation Analysts, Shared Services and other stakeholders to answer questions, provide direction, and support issue resolution. Lead scheduled client‑operational status meetings to discuss projects, questions and priorities. Work with the team to implement action plans for performance standards below targets. Coordinate client updates with the CSM to ensure successful annual enrollments. Provide centralized SLA reporting leveraging Power BI, SharePoint and other tools. Identify and eliminate manual efforts through streamlining and automation. Initiate ideas and lead discussions for client improvements that may yield higher quality or more efficient delivery. Understand best practices and ensure the team ...