Manager, Customer Relationship Management

Role Responsibilities

We are seeking an experienced, organized, and dynamic Manager, Customer Relationship Management to oversee and coordinate the receipt, recording, dissemination, and delivery of all branch information and analysis requests. This role requires a keen eye for detail, strong communication skills, and the ability to work effectively with both internal and external stakeholders. The ideal candidate will have experience in managing teams, developing health information products, and enhancing the capacity of a department to make data-driven decisions.

Oversee and Manage Data/Information Requests

• Maintain and facilitate a log of all data, information, and analysis requests received by the branch.
• Liaise with health system stakeholders, both internal and external, to clarify data/information needs and expected delivery timelines.
• Manage status updates and transitions for client data/information requests.
• Provide expert advice to clients to help clarify health information product needs.
• Facilitate consensus-building for ministry-wide agreements on required information products.
• Develop new approaches to improve the delivery of information products.
• Maintain strong relationships with internal and external clients to ensure client satisfaction and timely delivery of requested data/information.

Manage and Coordinate Staff

• Conduct performance reviews and offer guidance to team members.
• Lead, coach, and mentor staff to ensure the achievement of business plan and project goals.
• Facilitate team development and knowledge-sharing among staff members.
• Enhance staff understanding of the health system, health authority structure, and health-related issues.

Promote, Facilitate, and Disseminate Health Information Products

• Maintain and improve the health information product catalog and promote awareness of available products.
• Present information products to clients to support their business needs.
• Provide training to both internal and external clients on using health information products.
• Foster a deeper understanding of client business requirements to enhance customer satisfaction and drive continuous improvement.
• Encourage greater uptake and availability of health information products.

Identify Gaps and Enhance Capacity for Decision Making

• Identify patterns in service delivery or gaps in product content, and work on strategies to improve dissemination and client satisfaction.
• Develop innovative collaborative partnerships with government agencies, Alberta Health Services, external agencies, and the research community.
• Enhance the Ministry's capacity to use data for evidence-based policy development and decision-making.
• Suggest improvements to existing information products to meet strategic and business user needs.

Support and Develop Strategic Directions and Policy Initiatives

• Participate in or lead project teams to assess and apply health information/knowledge.
• Provide strategic advice in the development of relationship management policies and processes.

Establish and Maintain Partnerships with Clients and External Organizations

• Represent the Division/Branch on committees, offering subject matter expertise and supporting collaborative initiatives.
• Contribute to reports, papers, and communication materials that promote understanding of the branch's mandate and related health information issues.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Systems Thinking:

• Plan and assess how current situations are influenced by broader trends and the political environment.
• Integrate organizational issues and risks when considering potential actions.
• Contribute to the company’s vision and goals through strategic planning.
• Address behaviors that challenge progress and actively support resolution.

Build Collaborative Environments:

• Work closely with a wide range of stakeholders to achieve shared outcomes.
• Actively involve stakeholders, sharing resources and insights to support mutual success.
• Resolve conflicts positively, utilizing coaching and facilitated discussions.
• Motivate, guide, and inspire others by acknowledging diverse perspectives and promoting unity.

Creative Problem Solving:

• Use a wide array of techniques to break down complex problems.
• Encourage creative thinking by fostering an open environment where all ideas are valued.
• Bring together the right people to collaborate and find innovative solutions.
• Identify new opportunities and solutions that will propel the organization forward.

Develop Networks:

• Build and maintain impactful relationships with a variety of stakeholders.
• Ensure the needs of all groups are represented, heard, and understood.
• Go above and beyond to meet stakeholder needs, fostering a culture of inclusivity.
• Ensure diverse perspectives and needs are integrated into decision-making processes.

Qualifications

Minimum Recruitment Standards
University graduation in a field related to public administration, public health, health informatics, business and project management, supplemented by four years related experience.

Equivalency: Directly related education or experience considered on the basis of: 
1 year of education for 1 year of experience; or 
1 year of experience for 1 year of education.

The following experience is required: 

• Four years of experience in managing data/information involving legislation, regulations, policies, projects, and initiatives designed to enhance health information systems.
• Knowledge of health system legislation and Ministry policies, programs, and business plan.
• Project Management: experience in leading data/information projects, developing project charters and work plans and implementing application solutions.
• Knowledge of information research design and methodology, qualitative and quantitative data collection and analysis techniques, statistics, and database development and management.
• Health Data: excellent understanding of health data and databases including approaches and methodologies to link data and limitations of existing databases.
• Health Systems and Organizations: understanding of health authority structures and related organizations involved in the management and delivery of health services.
• Detailed understanding of the organizational structure of Alberta Health to optimize inter-divisional support.

The following are considered assets: 

• Experience working with large and complex datasets.
• Stakeholder relationship experience.
• Supervisory and management experience.
• Excellent written and communication skills.
• Excellent organization and time management skills necessary to work with fluctuating. workloads, deadlines, and multiple priorities.

The following experience will be given preference:

• University graduation degree in a related field (Ex. Economics, Statistics, Health. Informatics, Public Health or related area).
• Minimum four years’ experience working with health data.
• Familiarity with data governance frameworks and best practices for managing healthcare data.
• Experience in health care analytics and reporting.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This is a full-time position working 36.25 hours per week. 

If a security screening is required:

• Final candidates will be required to undergo a security screening.
• Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.
   

A cover letter outlining how your experience relates to the qualifications of this role is required.

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service – https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.  
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs.