LP
Program Analyst – Broadridge Delivery & Governance
LinkedIn Recruiter Post
Program Analyst ensuring client interests in Broadridge initiatives, driving accountability and managing risks.
About the role
- Resuscitation Program Manager managing Heart & Stroke’s resuscitation and first aid education programs across British Columbia and Yukon. Driving growth, quality, and delivery of training services while collaborating across teams.
Responsibilities
- Build a strong understanding of customers, instructors and training providers to inform engagement strategies and program support.
- Develop and manage relationships with key stakeholders, including high-performing instructors, training centres and institutional partners.
- Lead engagement with priority and high-value stakeholders, and guide broader regional engagement activities.
- Identify network risks and opportunities, and implement plans to strengthen engagement, performance and retention.
- Document stakeholder interactions, insights and outcomes accurately and on time in Salesforce CRM.
- Maintain strong knowledge of Heart & Stroke resuscitation programs, standards and policies to support consistent regional application.
- Communicate the value and application of offerings across stakeholder contexts.
- Support program updates, initiatives and improvements aligned with national direction.
- Guide stakeholders on program requirements, standards and best practices.
- Monitor program delivery and performance using the Resuscitation portal, Salesforce and PowerBI dashboards.
- Develop regional plans to grow adoption, network reach and impact.
- Advance partner opportunities aligned with organizational priorities and goals.
- Grow the instructor network by identifying and developing high-performing individuals.
- Stay current on trends, stakeholder needs and external factors affecting program delivery.
- Use performance trends and KPIs to adjust strategies and support sustainable growth.
- Oversee Quality Assurance & Issue Resolution for a defined region.
- Lead or oversee complex complaints and escalations in line with program policies.
- Assess risk and determine actions, including escalation when needed.
- Ensure documentation is complete, accurate and aligned with standards.
- Address performance issues and support corrective actions, including instructor deactivations when required.
- Guide stakeholders to support effective delivery and positive outcomes.
- Navigate complex stakeholder situations with a solutions-focused approach.
- Foster network collaboration and communities of practice where appropriate.
- Represent Heart & Stroke externally, reinforcing values, standards and expectations.
- Provide leadership, coaching and guidance to internal stakeholders.
- Support team development and capability building.
- Build strong cross-functional relationships.
- Maintain strong collaboration and alignment with the Resuscitation Support Centre (RSC).
- Align priorities and resources to meet regional objectives.
- Collaborate across regions to support consistency and new team member integration.
Requirements
- Minimum of 5-7 years’ experience in a relationship management, sales or business development role, preferably in the health care, CPR or first aid training marketplace, or a combination of equivalent experience.
- Heart & Stroke Instructor certification and/or other agency instructional experience is an asset.
- Experience in marketing and communication would be an asset.
- Knowledge of provincial healthcare systems and resuscitation training agencies is an asset.
- Experience working in the health care field would be an asset.
- Experience in the not-for-profit sector would be an asset.
- Bachelor’s degree in business, health science or a related field.
- An equivalent combination of education and experience will be considered.
- Certificate or training in adult education is preferred.
Benefits
- paid wellness days
- personal days
- health, medical, dental and vision benefits
- flexible hybrid working arrangements
- support with reimbursement for mobile phones and home office set up
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