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Director, Client Services Transformation

  • Posted:Jul 23, 2021
  • Apply by:Sep 21, 2021
  • Job Type
  • Contract / Full Time
  • Job Level
  • Other
  • Location
  • Toronto, ON
  • Impact Area
  • Other
  • Impact Category
  • Other
  • Company Type
  • Other

About this position


  • Provide effective and inspiring leadership to staff in assigned programs and services with an emphasis on meaningful engagement and optimizing provider satisfaction.
  • Along with the Executive Director and in close collaboration with the Director, Care Services, implement and lead a transformational redesign and business review process within SPLC’s Care Services division while upholding principles of quality, equity and person-centeredness in all program and service areas while ensuring employee well-being and systems/process improvement.
  • Promote regular and meaningful opportunities for staff, and volunteers where applicable, to give feedback on program operations and proposed changes to services.
  • Design an effective method of incorporating the perspectives of clients and their families in the organizational service design process that considers existing inequities across various cultural and sociodemographic groups.
  • Represent SPLC with external stakeholder groups as required.
  • Ensure that all program activities operate consistently and ethically within the mission and values of SPLC.
  • Work effectively with Directors of other functional areas to ensure that statutory and contractual requirements with respect to new and existing programs and services are met.
  • Work closely with the Executive Director and Director, Finance to ensure the continued financial sustainability of SPLC’s program/service units through sound fiscal management
  • Ensure effective organizational engagement with primary care and other sectors with a focus on providing appropriate services to SPLC clients.


  • Master’s degree in Health Administration, Business Administration or a related field is required.


  • A minimum of 5 years of management experience in a non-profit, healthcare or social service provision setting is strongly preferred.
  • Experience with achieving financial and performance targets under fee for service or similar models.
  • Demonstrated project management skills. Project Management Professional (PMP®) certification will be considered an asset.
  • Proven ability to lead and implement transformational change and incorporate the voices of clients and caregivers in co-design activities. Strong relationship and consensus builder with experience leading diverse work teams, implementing program-wide strategies to enable excellence in service delivery, and partnering with an Executive Director as required.
  • Knowledge of data collection and information systems with strong analytic abilities.
  • Knowledge of health care system issues and opportunities and familiarity with the People’s Health Care Act (2019) and the Connecting Care Act (2019).
  • Excellent communication, interpersonal and facilitation skills to work effectively with internal stakeholders, including staff and management.
  • Experience successfully leading projects requiring process development, process-mapping, implementing efficiencies and building capacity.
  • Superior written and verbal communication skills.
  • Resourceful, creative and innovative with an ability to build a vision of the desired future and implement change in a sustainable manner.
  • Demonstrates integrity, strives for excellence, and has experience leading others to new levels of effectiveness and programmatic impact.
  • Passionate about SPLC’s mission and able to promote and communicate the philosophy, mission and values of the organization to external and internal stakeholders.
  • Ability and willingness to be onsite on a rotational basis at SPLC’s main office at 3333 Finch Avenue East, Scarborough ON for the duration of the employment term (appropriate PPE will be provided).


  • A degree in a clinical profession and membership in good standing with the appropriate Ontario Professional College, considered an asset.
  • Vulnerable Sector Screening required

Please submit your application to https://www.splc.ca/careers

Senior Persons Living Connected (SPLC) is a diverse work environment.  We encourage applications from all persons, including persons with disabilities. Accommodation will be provided, if needed, in accordance with the Ontario Human Rights Code and Accessibility for Ontarians Disability Act.

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