You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.
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.
Working closely with Practice Managers and Medical Directors, the Operations Director will ensure that the clinics and hospital 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, will ensure their clinics adhere to VetStrategy’s Guiding Beliefs.
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
Participate in actual clinic performance to target
Ensure that each Practice Manager is knowledgeable and able to implement all programs and initiatives required to effectively run a successful clinic
Work with Practice Managers to identify, define and address key clinic issues and priorities
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 can 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 people 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, Microsoft Office 365, etc.
Passionate about animals and the veterinary industry!
Our Ideal Candidate possesses the following:
Cultural Competencies
We are Relationship Focused!
In every interaction with the hospitals, we build and maintain personal connections and trust. All relationships matter regardless of different levels, functions, cultures or geography.
We Collaborate!
Different perspectives are encouraged as we look for the best way to do things. We collaborate with the hospitals and one another to ensure that all work is in the best interest of the hospital and takes into account the unique needs of each location. We are externally focused on our hospitals rather than only internally focused on our processes.
We Speak the Truth!
We are honest and transparent. We can question or challenge without fear of negative repercussions. We support one another and take responsibility for ourselves.
We are Humble!
We’re all in this together. There is no room for ego or hierarchy mentality here. We are unpretentious and approachable. We support and appreciate one another. We regularly seek feedback without defensiveness. We reflect on our activities and the impact we have on others.
We Take Care of the Rest!
We view everything we do through the lens of the hospitals. We seek to understand first. Every decision we make is based on impact to patient care, client service, and hospitals teams. We do what’s best for the hospitals not just Home Office.
Leadership Competencies
Focus on Your People
Leaders act as coaches, encouraging and empowering their team to reach personal and organizational goals. They are able to communicate and drive the vision & purpose of the organization in a way that inspires action. Leaders foster engagement through team connectivity, feedback and recognition.
Ignite Thought
Leaders never rest on ‘good enough’ and continually seek ways to get even better. They encourage their team to question the status quo and bring forth new ideas. They make good and timely decisions that move the organization forward. They look ahead to future possibilities and remain flexible and ready to adapt to business needs.
GSD!
Leaders take on new opportunities with a sense of energy and enthusiasm that is contagious. They focus on continually improving the processes and ways we work. They plan and prioritize to meet the goals of their team and the organization through establishing metrics and milestones. They accept responsibility for all success and misses for themselves and their team.
Be Your Best Self
Leaders show up each day ready to model the behaviour they wish to see from others. They actively seek new ways to develop and are not afraid to take risks and try something different. They stretch in order to grow.
Communicate
Leaders are expert communicators. They deliver timely and helpful communications to their team ensuring that all feel connected and in the loop. They understand that different audiences require different messaging and know the best way to deliver a communication based on the setting; one-on-one, small and large groups or among diverse styles and position levels. They actively listen to others and encourage open expression and diverse ideas.
Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to careers@vetstrategy.com.
