Senior Director, Specialty Retail & Pharmacy Operations

Lieu:

1685 Tech Ave, Mississauga, Ontario, L4W 0A7

Chez Shoppers Drug Mart/Pharmaprix, nous innovons en matière de santé et de bien-être au Canada. Des ordonnances aux cliniques sans rendez-vous, en passant par un programme de fidélisation des plus appréciés, nous prenons soin de nos clients et les soutenons grâce à des nouvelles approches tous les jours.

Avec plus de 1 300 magasins détenus et exploités localement d’un océan à l’autre, le réseau de Shoppers Drug Mart/Pharmaprix est un milieu de travail et de magasinage formidable. Nous sommes déterminés à bâtir une équipe talentueuse prônant la collaboration, la générosité et l'inclusion. Joignez-vous à notre équipe et contribuez à créer un avenir sain pour votre carrière et pour tous les Canadiens.

Pourquoi ce role est-il important?

Job Description

Senior Director, Specialty Retail & Pharmacy Operations, Specialty Health Network

This senior leader sets the strategic direction for the growth of specialty pharmacy services within our retail network (Shoppers Drug Mart and Loblaw), with a focus on delivering an exceptional experience for both patients and pharmacists. As part of the Specialty Health Network (SHN) senior leadership team, the role drives initiatives that enable specialty care in community pharmacy settings.

The Senior Director oversees all activities related to assigned operating sites or program teams and the Specialty customers they serve, ensuring contracted service levels are achieved and customer expectations are consistently met/exceeded.  The Senior Director monitors and measures network performance and drives continuous improvement to maximize clinical outcomes, patient safety, legal/regulatory compliance and operational effectiveness, to sustain competitive advantage.

The Senior Director is a member of the SHN Leadership team and works collaboratively with SDM Pharmacy Operations and SHN Project and Program Management teams to align governance, communications, work processes, tools and practices, to ensure the highest standards of patient care and customer service.  Through cross-functional collaboration with SHN and enterprise teams, the Senior Director facilitates organizational synergies and secures resources to support achievement of the enterprise Specialty operating plan. 

The Senior Director provides leadership, development, and direction to diverse teams, including Clinic teams, the Pulmonary Hypertension Program team under the leadership of the Calgary Clinic lead, and SHN pharmacy teams, including Managers, Specialty Pharmacy, at each SDMSHN Pharmacy location.  This role is based at the Shoppers Drug Mart Specialty Health Network office located in Mississauga and requires travel to pharmacy and clinic sites nationally.

Responsibilities include:

• As an active member of the SHN Senior Leadership team, plays a key role in the development of business strategy and implementation of the Strategic Vision for SHN
• Champions the company’s Vision, Mission and Values as set out in the Strategic Plan.
• Establishes and manages to short and long term departmental objectives, policies, operating procedures, annual budgets and financial forecasts
• Manages KPIs and maintains a Continuous Improvement plan to meet and exceed specified objectives.
• Fosters high colleague engagement and a ground-up culture of accountability, collaboration and continuous improvement.
• Ensures governance and quality of pharmaceutical care oversight in accordance with legal, regulatory and professional standards and in keeping with the values of the company.
• Ensures compliance with all company Standard Operating Procedures (SOPs) and Required Operational Procedures (ROPs) and timely Reporting of all Adverse Events (AE) and Product Technical Complaints (PTC) as per current policies and procedures.
• Ensures high customer satisfaction levels are achieved and sustained for new and current accounts, consistent with contracted service levels, timelines, and budgets; provides stakeholder feedback and continuous improvement recommendations.
• Leads SHN Specialty Pharmacies, Clinics and Pulmonary Hypertension (PH) Program team to deliver pharmaceutical and clinical services safely, accurately and on time, including professional staff (nurses, pharmacists, and registered techs)
• managing specialty program operations in the SDM retail network, including Centres of Excellence (COE) onboarding, expansion, communications, training, ongoing support and the retail specialty support call line.
• Works cross functionally with SHN and SDM teams to define service levels, and develop and implement new approaches and processes to better service specialty patients.
• Identifies opportunities to synergize, integrate and coordinate SDM and SHN operating activities.
• Seeks out new business opportunities that support the network and growth of the Specialty business and establishes/maintains relationships with key KOLs.
• Manages pharmacy and clinic resources and labour to cost and productivity targets.
• Identifies, manages and tracks team training, scorecard and communications activities, aligned with Enterprise operational priorities and activities.
• Supervises disaster recovery and operational contingency plans.
• Determines and manages the succession planning for the Specialty Retail and Clinic Operations Team, including the identification of future talent and provision of necessary training and business exposure.
• Oversees workloads and provides staff supervision to ensure that work is done accurately, efficiently and complies with policies, procedures and standards as well as best working practices. 
• Provides guidance, motivation, and performance review; including hiring and terminating employees, IDP’s to maintain and enhance competency levels.
• Attends various meeting, conferences, seminars etc. with professional, regulatory, special interest, vendor and charitable groups to represent the corporation to outside stake holders.
• Provides guidance to team members on building strong relationships with the colleagues, Associates and their teams by reinforcing and expecting use of CORE values and Blue Culture
• Partners with the business on strategic projects as required
  
  

Qualifications:

• University undergraduate degree in Pharmacy
• Business degree/ knowledge of business administration is an asset
• 5-7 years’ experience in healthcare or operational leadership roles, preferably in Pharmacy Operations or as an Associate Owner.
• Experience within or alongside the Associate model is a strong asset, as relationship building and collaboration with pharmacy leadership are essential to this role’s success.
• Previous clinical, pharmacy or business experience with Specialty Pharmaceuticals
• Knowledge of the pharmaceutical industry would be an asset – drug handling process, systems and services, various provincial reimbursement programs and formulary processes
• Experience with patient support programs would be a definite asset as would experience with retail specialty services and/or operations
• Proven track record of delivering results and exceeding customer expectations
• Proven ability to manage a complex business, develop growth strategies and make timely and effective decisions in a rapidly evolving market
• Leadership presence, with confidence to engage and influence cross-functional and executive leadership
• Proven ability to lead, coach, train and mentor others
• Ability to work collaboratively with diverse operational and cross-functional teams
• Excellent problem-solving skills, conflict resolution and negotiating skills
• Strong interpersonal skills, written and verbal communication skills, and ability to make connections at all levels of the organization 
• Excellent influencing, planning and project management skills
• Self-motivated and resilient, with a positive attitude and high energy level
• Bilingualism (English, French) would be an asset
• Flexibility to travel (approximately 15%)
  
  

Pourquoi travailler chez Shoppers Drug Mart?

En agissant à titre de consultant qui soutient les clients internes et les pharmaciens-propriétaires affiliés, vous acquerrez une expérience unique au secteur du commerce du détail tout en travaillant pour une marque nationale primée. Vous bénéficierez du Programme d’achat des employés, d’une rémunération concurrentielle et de possibilités d’apprentissage en ligne par l’intermédiaire de Académie.

Prenez en main votre emploi et trouvez d’autres façons de vous soucier de votre travail, de vos collègues, des clients et des membres de la collectivité.

Comment Réussir:

Chez Shoppers Drug Mart/Pharmaprix, nous recherchons toujours des personnes formidables pour continuellement renforcer notre culture. Nous croyons que les gens formidables façonnent nos valeurs, sont authentiques, bâtissent la confiance et créent des liens.

Si cela vous ressemble et que vous êtes ouvert d’esprit, que vous avez une bonne attitude face aux changements et que vous aimez les défis d’un environnement de travail aux détails dynamiques, postulez aujourd’hui.

Type d'emploi:

Temps plein

Type de Rôle:

Poste régulier

Shoppers Drug Mart/Pharmaprix considère que la diversité culturelle du Canada est une source de fierté nationale et un symbole de force. Nous nous sommes donné comme priorité de refléter la diversité croissante du Canada dans les produits que nous vendons, les gens que nous embauchons et notre culture d’entreprise. Des accommodements sont disponibles sur demande pour les postulants et collègues atteints d’un handicap.

En outre, nous croyons que la conformité aux lois consiste à faire ce qu'il faut. Le respect de la loi fait partie de notre Code de conduite; il renforce ce que nos clients et nos parties prenantes attendent de nous.

Remarque : Si vous avez accès à Libre-service de l’employé (ESS) dans Workday, veuillez postuler à cet emploi en utilisant l’application Workday.

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