Director Of Operations

Company Name: VetStrategy
Location: Canada
Posted by:

Robin Barrett

Robin Barrett

Executive Search Consultant

The Role:

Reporting to the Regional Director of Operations, the Operations Director (OD) is a clinic’s primary point of contact and is responsible to ensure the smooth and efficient operation of the hospitals and clinics within the defined territory (8 locations). 

Working closely with Practice Managers and Medical Directors, the OD ensures all hospitals and clinics comply with corporate practices and processes, achieve their financial and operational performance targets while delivering quality medicine and providing outstanding client service to their clients.  In addition, the OD will ensure their clinics adhere to VetStrategy’s Guiding Beliefs.

Specific Responsibilities:

Clinic Business Plan

• Participate in annual budget planning session with VP, Operations, creating realistic yet “stretch” targets for revenues, labour, COGS and other expenses
• Work with each Practice Manager on completing a clinic specific Business Plan as part of the business review process
• Gain each Practice Manager’s understanding, acceptance, and commitment to goals and plans
• Perform monthly P&L reviews on each location to assess the financial goals against the clinic’s business objectives
• Help identify and create action plans to address negative variances
• Help identify and plan for areas of development for clinic staff
• Initiate action plans and follow-up visits to locations with deficiencies noted as a result of their business review findings

Clinic Relations and Support

• Maintain a strong presence within designated region by communicating frequently with each clinic; physical visits required at least bi-weekly
• Assist transition team with new clinic transition plan on an as needed basis
• Ensure that each Practice Manager is knowledgeable and able to implement all programs and initiatives required to effectively run a successful clinic
• Participate in actual clinic performance to target
• Work with Practice Managers to identify, define and address key clinic issues and priorities
• Provides onsite training to staff as required
• Provide Practice Managers support and leadership on clinic initiatives such as quarterly focus, community activities, and other such activities
• Ensure each Practice Manager is aware of, and is able to use, all VS resources available to them
• Communicate feedback from the Practice Managers to appropriate VS department. This includes communicating recommendations for improvements. Escalate serious issues to the VP Operations
• Review labour and scheduling with Practice Managers regularly to achieve labour targets
• Assist Practice Managers in revenue growth strategies to increase average bill, attract new clients, retain existing clients and re-engage lapsed clients
• Ensure consistency and accuracy of pricing and inventory control to achieve COGS

Coach / Mentor / Train

• Help guide / mentor Practice Managers in the development of their role
• Assist in managing the performance of each Practice Manager
• Work with each Practice Manager to anticipate staffing needs and initiate recruitment; contribute to the selection of new hires
• Assist in defining succession planning, staff development, doctor retention and recruitment
• Challenge and coach Practice Managers to handle peoplel issues and develop an accountability culture
• Identify situations where a lack of skills or knowledge is a barrier to successful Practice Manager performance.
• Create team or personal learning plans for Practice Managers
• Coordinate or conduct (i.e. deliver) training workshops for Practice Managers and/or clinics
• Work with training and development on putting together additional seminars, training sessions and materials that can assist Practice Managers with team development on improving the client experience, operational excellence, standards and building revenues

Leading Extraordinary Client Experiences

• Provide / implement additional seminars, training sessions and materials that can assist Practice Managers with team development on improving the client experience, service delivery excellence, standards and building sales
• Work proactively with Practice Managers on the resolution of client complaints / comments
• Work with Practice Managers to encourage clients to provide positive ratings / reviews on social media

Community Relations

• Help build relations within the community to drive awareness of, and loyalty to the clinic
• Assist Practice Managers in evaluation of community inventories, trade area analysis, local promotions and other sales-building tools/opportunities
• Assess local store marketing opportunities and develop marketing strategies based on these assessments
• Ensure all national promotions are effectively executed to maximize impact
• Collaborate with the national marketing team to share ideas and initiatives that will drive sales and improve client service

Background Experience and Skills:

• 8-10 years of progressive operations experience that has led to a management position
• Post-secondary education or equivalent
• Strong financial and budgeting knowledge
• Exceptional business acumen
• Established track record of achieving revenue and profit targets
• Proven experience in successfully developing client relationships
• Strong planning and organizational skills
• Exceptional client facing skills: ability to build trust, proven strengths in negotiation and dispute resolution, and ability to deliver service excellence to the client
• Ability to work with a variety of personality types
• Strong oral and written communication skills. Must be able to facilitate workshops / presentations
• Skilled in coaching, motivation and team development
• Effective conflict management skills
• Effective influencing skills
• Strong working knowledge of Excel, Word, PowerPoint, Internet, ie Google, etc.
• Ability to travel across geographic territory
• Passionate about animals and the business is a definite asset!

• Seniority level

  Mid-Senior level

• Employment type

  Full-time

• Job function

  ManagementGeneral Business

• Industries

  VeterinaryRetail