Vice President Job, Mobile and New Services

The Vice President, Mobile and New Services is responsible for strategic and operational leadership of LifeLabs’ Mobile and New Services operations. Reporting directly to the Chief Operating Officer and part of the Operations leadership team for LifeLabs, the Vice President Mobile and New Services is responsible for providing  strategic and operational leadership while focusing on initiatives that drive CSAT, compliance, productivity and profitability. 

This is a unique opportunity to define, develop and implement a new service delivery model while keeping an eye to the future and thinking longer term (3-5 year horizon) about how to improve service delivery and grow the revenue and market share of this business.  

Core Accountabilities

Implementation of the Mobile and New Services delivery model 

• Define and develop the strategic, operational and resource plans for a new Mobile service delivery model for LifeLabs
• Establish strategic priorities, performance metrics and KPIs, service delivery targets and operational policies and standards to ensure excellent customer service as well as the achievement of all quality, regulatory requirements and productivity goals
• Develop an implementation plan including change and stakeholder management plans, and lead a team to successfully implement the plan in collaboration and coordination with support and other parts of our business

Service delivery for LifeLabs Mobile and New Services business

• Set strategic direction and provide overall leadership for service delivery of LifeLabs’ Mobile and New Services operation
• Provide leadership with a focus on both both day-to-day delivery management as well as longer term (3-5 year horizon) strategic operational efficiency based upon business and operational KPIs
• Develop the strategy and operational plan to ensure the following metrics are achieved:
  • Ongoing achievement of CSAT scores
  • 100% fulfillment rate once the appointments are booked
  • Financial targets
• Prioritize resources to support achieving productivity 
• Develop a strategy and plan to expand within the plan as volumes increase
• Drive a culture of innovation and service and operational excellence 
• Monitor, control and report on service delivery for the Mobile and New Services business  
• Provide thought leadership, expertise and advice around service delivery of the Mobile and New Services operation to ensure the realization of operational objectives 
• Lead the development and execution of a growth strategy to achieve expansion of revenue and market share

Development and Implementation of all new Mobile products and services 

• Lead the development of implementation plans for all new Mobile products and services and ensure successful integration into the Mobile service delivery model
• Collaborate and coordinate new product and service implementations with support and other parts of our business and develop robust change management plans to support success

Longer term (3- 5 year horizon) planning and evolution of the service delivery model to enable revenue and market share growth

• Develop new and innovative ways of onboarding and managing talent (e.g. bidding for work – Uber model)
• Work closely with the Head of Product Development to define new service delivery models and associated cost models; develop new resource models that enable revenue growth and “on demand” service that isn’t possible with our current staffing models 
• Extensive horizon scanning of the external environment to understand changes in the industry, evaluating relevance to LifeLabs and its customers, and adapt strategic plans accordingly
• Partner with Finance and Product Development to forecast the financial performance and develop targets and adjustments to ensure revenue growth and other financial targets are achieved

Lead, develop and engage a team of 300+ employees 

• Leadership of a dispersed team of over 300 employees across multiple provinces with the potential for significant growth over the next 3-5 years.
• Build a high-performance environment and implement a people strategy that attracts, retains, develops and motivates a team fostering engagement, an inclusive work environment, communicating vison/values/business strategy and managing succession and development planning for the team.
• Create a culture that builds capacity and enables delivery of our people strategy

Required Experience

• University degree
• Minimum 10-15 years of senior leader experience in the following: 
  • Leading a mobile business
  • Leading implementations and integrations of new products and services
  • Experience leading a team in customer service with specific CSAT and operational targets
  • Experience working/partnering with product development, use of modern technology for operational needs
  • Proven experience in driving large-scale transformational initiatives
  • Strong problem-solving skills with ability to apply sound judgement
  • Experienced people leader who has led large teams
  • Executive level communication and influence skills