LP
Sr. Project Manager
LinkedIn Recruiter Post
Our top 5 banking client is looking for a Sr. Project Manager for a contract role in downtown Toronto, requiring 3 days/week onsite.
About the role
- Bilingual Project Training & Quality Manager improving client satisfaction and quality of service through training initiatives. Collaborating with various teams to enhance training and compliance standards in a virtual role.
Responsibilities
- Work with the project team, account management team and quality assurance department to develop and improve client-facing training programs to enhance client satisfaction, service quality, and compliance with Inizio’s and client standards of excellence.
- Define and document training plans, schedules and requirements.
- Design, develop and revise training and educational materials for classroom, ad hoc and/or self-directed use.
- Provide initial and ongoing refresher training for the project team.
- Make recommendations on the best methodology and implementation approaches for training programs.
- Outline training content and determine instructional methods, including one-on-one coaching, group training sessions, presentations, demonstrations, lectures, meetings and workshops.
- Test participants to measure progress and evaluate training effectiveness.
- Review and interpret documents such as client program procedure manuals and training modules.
- Translate and convey training content to staff delivered in written, oral, diagrammatic or schedule formats.
- Track service-related activities for assigned projects and/or the quality assurance function.
- Provide constructive coaching feedback to staff to improve the overall client experience.
- Coordinate quality review calibration sessions with account management, the project team and the client, when appropriate.
- Compile quality assurance data and prepare required reports; analyze results and make recommendations, including revisions to procedure and training documentation where applicable.
- Participate in the annual review and ongoing updates of clients’ Standard Operating Procedures (SOPs).
- Participate in client internal and external audits in accordance with Inizio’s quality management plan.
- Participate in all quality-related activities and reporting as requested by the client, the unit director, senior vice president of operational excellence and quality assurance, and/or the quality monitoring manager.
- Complete project training certifications and associated documentation.
- Maintain training records within the Quality Management System (QMS).
- Organize training documents to ensure staff can access them efficiently.
- Perform general administrative tasks.
- Protect patient privacy and confidentiality by following the guidelines outlined in the Health Insurance Portability and Accountability Act (HIPAA) privacy and security rules.
Requirements
- Bachelor’s degree preferred or equivalent relevant work experience
- Valid Canadian license as a healthcare professional (Registered Practical Nurse/Licensed Practical Nurse, Registered Nurse, Physician Assistant, Pharmacy Technician, PharmD or Physician)
- Preferably experience in medical affairs or pharmaceutical regulatory environments and/or call center settings
- Experience with adult learning/training methodologies; ability to communicate effectively in interpersonal situations and in front of employee groups
- Experience providing feedback, coaching and development to team members
- Ability to read and interpret data and file presentations
- Proficiency in Microsoft Outlook, Word, Excel and PowerPoint and general computer literacy
- Ability to deliver constructive feedback to employees
- Excellent listening skills to identify and anticipate training needs
- Ability to act as a leader and positive role model
- Ability to work collaboratively in a team environment to achieve shared objectives
- Strong organizational and analytical skills, critical thinking and problem-solving abilities
- Ability to develop and validate training materials
- Proven presentation and facilitation skills
- Ability to multitask with a strong attention to detail
Benefits
- Health benefits from day one of employment
- Longevity/years-of-service bonuses
- Quarterly Star Award
- Annual Inizio Circle of Excellence awards
- Employee referral bonus
- Online training course library
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