Manager, Operations

PBC Solutions is looking for an Operations Manager!

Please note: PBC Solutions is Headquartered in Saanichton, BC (a suburb of Victoria) . We operate in a hybrid in-person and virtual environment and the successful candidate is expected to be present at the office several days per week.

About PBC Solutions:

PBC Solutions has been recognized as one of British Columbia's Top Employers for 2025!

PBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross), #1 health benefits provider in BC. Our mandate is to design, transform, and deliver the benefits and claims administration services offered by governments and other large organizations along with our consortium partners DXC Advanced Solutions, NTT DATA, and EY.

Since the spring of 2023, PBC Solutions administers and leads the transformation and digitization of Health Insurance BC Services (HIBC) on behalf of the BC Ministry of Health. HIBC Services administers medically-necessary insured doctor and hospital services through the Medical Services Plan (MSP) and drug coverage through the Pharma Care and Fair Pharma Care programs. In the future, the business will expand to additional public and private client work.

Position Summary

Reporting to the Director, Service Delivery, the Operations Manager is expected to support the achievement of the team’s goals, through effective leadership, communication, planning and development of their respective direct reports. The Operations Manager role supports the Director of Service Delivery to ensure all business and client objectives are met or exceeded.

• Leads in the development of new operation initiatives in alignment with PBC Solutions mission, vision and values and in collaboration with other department leads.
• Executes annual strategic plans and key performance indicators aligned to our client’s desired outcomes.
• Monitors progress of operational projects, key performance indicators, and undertakes actions to ensure the achievement of department goals and service level objectives.
• Creates and delivers relevant reports and information to the leadership team and business stakeholders to help optimize business decisions.
• Lead discussions and influence decisions with business leaders and their teams to determine how to accelerate business strategies.
• Oversees development of organizational structure and capabilities to deliver on our client and organizational commitments effectively
• Workforce planning and management, establishes policies and practices along with communication channels in the operations to ensure dynamic management of service levels.
• Evaluate, scope, propose, implement, and manage technology to power all or a combination of the channels of contact we offer our users.
• Provides leadership in reporting, processes & procedures to meet short- and long-term strategic objectives.
• Reviews performance reports to ensure appropriate focus on key areas and ensures action plans and strategies align to service experience excellence
• Reviews and manages the department budget, monitors regularly, analyzing variances, creates and implements strategies to address any operational gaps to ensure financial objectives are met with a high focus on cost containment.
• Oversees provision and development of the training, skills, policies & knowledge management tools needed by service delivery to achieve the client commitments related to the service experience within their scope of services.
• Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues, inquiries, or complaints within established policies
• Acts as a subject matter expert for all support and service models to the team
• Manages end-to-end experience, delivery of service and service level attainment as it relates to the Contact, Service Desk, Help Desk, written and electronic or voice communications.
• Conducts research, analysis and recommendations on all service and support options.
• Ensures that the service experience delivery model and teams are following commitments, contracts, legislation and operational risk is managed.
• Provides…