Site Operations Manager

Company: International SOS

At International SOS, we are in the business of protecting and saving lives. For 40 years, we have delivered customised security risk management, health, and wellbeing solutions to organisations worldwide. With a presence in 90 countries and a team of nearly 13,000 experts, we provide 24/7 support to help organisations fulfil their Duty of Care responsibilities.

Now, we’re looking for talented individuals to join our team and make a difference.

The Project Operations Manager is responsible for the strategic oversight and daily delivery of medical and emergency response services in alignment with contractual commitments and client expectations. This role provides leadership, coordination, and operational management of medical services, equipment, and facilities. Acting as the primary liaison between International SOS, the client, and other site stakeholders, the Manager ensures effective communication, compliance with regulatory and company standards, and continuous improvement in health and emergency preparedness.

While not employed as a clinical care provider, the Manager supports medical clinic operations, coordinates emergency response activities during major incidents, and fosters an integrated, high-performance service that consistently meets operational requirements and advances strategic goals.

This is a full-time 14 day on / 14 day off (fly-in / fly-out) rotational role. Travel hubs for flights are Edmonton and Calgary, with a shuttle bus service to and from Fort McMurray. Camp accommodations and meals are provided for the duration of the rotation. Due to the remote worksite location, change outs may be adjusted due to inclement weather or emergency situations.

• Ensure day-to-day operations are carried out in accordance with contractual agreements, including planning, organizing, managing, and supervising site staff, equipment, and emergency response activities during major incidents.
• Provide strategic, administrative, and technical expertise, as well as management and direction, in line with departmental and operational requirements, including the implementation of International SOS and client policies and procedures.
• Manage the contractual performance and deliverables of the subcontracted service provider to ensure compliance with scope, quality, and operational standards.
• Prepare site reports and budgets.
• Develop and implement multi-divisional training exercises.
• Assist with staff planning, recruitment, performance assessment, and development.
• Communicate any issues that may jeopardize site/client relationships or result in a client complaint immediately to the VP Operations.
• Participate in daily, weekly, and monthly meetings with the site team, subcontractor, client, and Medical Services Centre as per the agreed schedule.
• Act as a change agent to foster a positive organizational climate where team members feel valued, appreciated, motivated, and empowered to contribute to operational success.
• Support the team with administration and compliance related to client Occupational Injury & Illness documentation and reporting.

• Ensure all site staff comply with defined roles, responsibilities, best practices, KPIs, and safety requirements.
• Review and update job descriptions, role responsibilities, KPIs, and performance appraisal criteria annually or as operational needs change.
• Provide recommendations to the VP Operations on staffing matters, including disciplinary actions and organizational changes.
• Oversee the administration and delivery of International SOS induction and training programs, including site-specific programs and health and safety training.
• Support HR with recruiting, interviewing, onboarding, and performance management of site employees.
• Ensure the following processes are managed according to International SOS and Regulatory Requirements:
  • Medical / Professional / Regulatory Registration
  • Timesheet completion and approval
  • Staff availability in line with rotational rosters, client expectations, and minimum safe operating requirements
• Foster a positive work environment that promotes client satisfaction, professional development, job satisfaction, and staff empowerment in alignment with International SOS values.
• Maintain regular contact and open communication with site and support staff, fostering a problem-solving culture and escalating concerns to the appropriate personnel as needed.
• Ensure timesheets are…