Director Operational Quality - Full-time

VON Canada; Ottawa; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

A leading community care organization in Ontario is seeking a Director of Operational Quality to enhance operational efficiency and drive data-driven decision-making. The ideal candidate will have extensive leadership experience and be adept in analytics and process improvement. This role offers a hybrid work model with responsibilities spanning across provinces. Join a team committed to optimizing care delivery and supporting strategic growth through informed recommendations.

Benefits

Hybrid work model

Professional development opportunities

Qualifications

• Minimum of 8 years of progressive leadership experience in workforce management or operations analytics.
• 2 years’ experience in home and community care or community support services.
• Proven experience in team leadership and digital transformation initiatives.

Responsibilities

• Leads and develops Workforce Management Analytics and Performance & Accountability teams.
• Fosters a culture of accountability and continuous improvement.
• Collaborates with teams to enhance operational capacity and performance.

Skills

Leadership

Data analytics

Process improvement

Communication

Strategic thinking

Education

Bachelor’s Degree in Engineering, Business Administration, Health Administration, Data Analytics

Master’s Degree (preferred)

Tools

Data visualization tools

Workforce management software

Job description

Requisition Details: Employment Status: Regular, Full-time (1.0 FTE)
Existing Vacancy: Yes - we're currently hiring candidates for an existing vacancy in this position.

Job Summary: The Director of Operational Quality reports to the Senior Vice President of Operations and has a national focus. The role is responsible for driving data-driven decision-making to support quality assurance, optimize processes, and strengthen operational capability and efficiency in our care delivery operation. Successful candidates must reside in Ontario, Canada or Nova Scotia, Canada.

Key Responsibilities:

• Leads, mentors, and develops the Workforce Management Analytics and Performance & Accountability teams.
• Effectively informs development and oversees management of and adherence to the budget of the Workforce Management and Performance Accountability teams.
• Collaborates with the Senior Director of Digital Information Systems to identify and implement digital solutions that enhance operational capacity and performance while adhering to established standards.
• Fosters a culture of accountability, continuous improvement, and innovation within the team.
• Sets clear objectives, monitors performance, and supports professional growth and development.
• Provides robust data analytics and decision support to teams across both provinces to enhance performance and informed decision-making.
• Works collaboratively with Associate Vice Presidents of Home and Community Care to optimize data use and funder reporting metrics.
• Supports strategic growth and partnerships by leveraging data insights to develop informed recommendations that guide operational strategy.
• Supports labour and employee relations during bargaining by interpreting and analyzing collective agreement provisions and assessing their operational impacts.
• Identifies trends, forecasts resource needs, and supports data-driven decision-making to enable effective workforce deployment.
• Develops dashboards and reporting tools that provide real-time insights into workforce performance, resource utilization, and operational efficiency.
• Drives process improvements to streamline and standardize operations across both provinces, enhancing consistency and minimizing inefficiencies.
• Collaborates with cross-functional teams to optimize resource allocation and service delivery models.
• Leads projects aimed at operational excellence, utilizing Lean methodologies where applicable.
• Uses data analytics to identify disparities in care delivery and outcomes, supporting initiatives that promote health equity across diverse populations and regions.
• Supports the implementation of technology platforms that enhance workforce planning, optimize scheduling, and improve service delivery outcomes.
• Monitors emerging technologies and industry best practices to inform strategic decision-making and drive innovation.
• Conducts environmental scans to identify shifts in home and community care needs, legislative changes, and evolving market dynamics, generating actionable insights aligned with the strategic plan.
• Ensures alignment with the organization’s strategic plan while promoting optimal resource use to achieve operational goals.
• Contributes to strategic planning initiatives by providing insightful analysis and actionable recommendations.

Common Leadership Responsibilities:

• Promotes the strategy of VON and its role as an integrated community care provider to all stakeholders and staff.
• Prioritizes and ensures alignment of emerging community opportunities with the VON strategic plan.
• Provides leadership in navigating unionized and non-unionized environments.
• Coaches, advises, motivates, and leads staff; creates a positive workplace.
• Promotes the Lean team management approach to ensure a common management paradigm.
• Ensures mechanisms for staff to receive organizational news and provide feedback.
• Ensures all districts have a plan for performance development and learning plans.
• Promotes approaches to orientation, learning, motivation, recognition, and support to meet organizational goals.
• Provides leadership in building client and family engagement and adhering to accreditation standards.
• Leads safety initiatives ensuring compliance with occupational health and safety regulations, reviewing KPIs, conducting investigations, and addressing issues.
• Supports work/life balance to foster professional excellence and personal well-being.
• Encourages the use of technology-based systems for knowledge management.
• Ensures confidentiality and protection of personal information policies and practices.

External and Internal Relationships:

• Establishes effective relationships with VPs, AVPs, senior directors, managers, and operational and corporate teams for process improvements.
• Collaborates with corporate teams to ensure legislative and contractual compliance.
• Builds strong relationships with peers and key stakeholders.
• Works with external stakeholders, including funders, to meet reporting and quality improvement requirements.

Education, Designations and Experience:

• Bachelor’s Degree in Engineering, Business Administration, Health Administration, Data Analytics, or related field (Master’s preferred).
• Minimum of 8 years of progressive leadership experience in workforce management, operations analytics, or performance management, preferably in healthcare or community services.
• 2 years’ experience in home and community care or community support services.
• Proven experience in team leadership, process improvement, and digital transformation initiatives.
• Strong analytical skills with expertise in data visualization tools and workforce management software.
• Excellent communication, collaboration, and strategic thinking skills.

Others:

• Current satisfactory Criminal Records Check required.
• Vulnerable Sector Search and/or Child Abuse Registry Check may be required.
• Ability to speak French is an asset in French Designated areas.
• Hybrid work model with travel between provinces as necessary.
• Ability to work in a fast-paced environment with multiple stakeholders.

Working Conditions and Physical Demands: This role requires attention to detail in a dynamic environment, with physical activity including lifting, carrying, bending, reaching, kneeling, and other movements emphasizing good body mechanics. Tasks may involve walking, sitting, standing, climbing stairs, and fine hand movements.