Director, Business Process Services (Finance)

Description & Requirements

About Maximus

At Maximus, we share an authentic desire to do something meaningful to help others succeed. We apply our deep operational expertise, technology innovation, and digitally enabled citizen engagement in new ways and help governments solve complex problems.

Maximus has been reinventing the way government agencies engage with citizens and are sought out by governments to solve complex problems by supporting various Healthcare Administration, Employment and Citizen service programs worldwide in the United States, Australia, Saudi Arabia, Singapore, South Korea and the United Kingdom.

Our mission is to affect fundamental change in the lives of every individual with whom we engage and at every touchpoint. But ultimately, what we do is improve people's lives. And that is a testament to the ingenuity, commitment, and compassion everyone brings to their role at Maximus and their dedication to connecting citizens with the services they need from Government agencies.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process

Department Summary

In 2011, the Ontario Ministry of Health selected Maximus to manage Administrative Services for the Ontario Drug Benefit (ODB) Program. The ODB Program provides prescription drug benefit coverage for participating clients - including those who are most vulnerable and low income, who would otherwise be unable to afford critical and costly medication. Maximus manages more than 2.6 million ODB client accounts for recipients receiving prescription drug benefits coverage for products and services under the ODB Program.

Position Summary

As the Director, Business Process Services, you will provide strategic and operational leadership to serve our client, customer and employee needs, in balance with achieving Maximus' business goals. This role will report directly to the National Vice President, Provincial Business Process Services.

A major focus of this role is to lead the delivery of this service and to achieve performance that meets or exceeds service level obligations in a profitable and sustainable manner.

The Director, Business Process Services is future focused; always looking at the larger business landscape for opportunities while actively planning for the immediate future by creating a business strategy and engaging their teams in the process of setting and achieving goals and objectives.

Your typical week at Maximus

• Deliver results against a defined scope of work that includes measurable results, strategic innovation, performance reporting, and people leadership and development;
• Ensure the service is delivered according to the contractual obligations that meets or exceeds the established economic model targets;
• Engage with key client stakeholders to develop a trusting working relationship;
• Identify, analyse, manage and mitigate;
• Oversee escalation and remediation plan when service levels are negatively impacted;
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale;
• Set clear expectations, provide performance feedback, and develop direct reports through coaching, performance plans and reviews;
• Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction;
• Use specific workforce analytics, with sound and appropriate data inputs, to identify and define forecasting and reporting needs of the business;
• Produce and develop accurate reporting to measure and define key performance indicators (KPIs);
• Work with stakeholders to fulfill reporting requests and gathering of data inputs to support decision making for the business;
• Ensure all Company policies and procedures are followed within the program unit;
• Ensure compliance with all internal and client operational procedures and requirements;
• Collaborate with business leaders to design solutions that meet evolving company objectives;
• Establish and maintain a resource plan based on transaction volume trends, program policy updates and system changes;
• Work with the Finance Team to develop an annual budget plan, with quarterly updates;
• Seek out new revenue opportunities within the existing client base
• Co-chair the joint governance meetings with the client and speak to the agenda.

What you offer us

Knowledge Skills and Abilities

• Knowledge of contact centre, claim management, document processing and case management operations and platforms
• Strong negotiation, interpersonal, written and oral communications skills - including statistical report writing
• Proven ability to build client trust and relationships
• Ability to continuously improve an established operation - challenge norms, ask questions, seek improvement and build a team environment that encourages the same
• Ability to manage metrics, ensure customer satisfaction, and report statistical performance levels
• Continuously demonstrate a high sense of urgency
• Possess a high level of professionalism
• Understanding of government rules, regulations, compliance requirements and policies
• Comfortable in a fast-paced and evolving environment which includes ongoing learning and training opportunities

Education and Experience

• Bachelor's degree in Commerce or Economics or equivalent education and experience
• Minimum 7 years leading in a running a complex program in a BPS setting or Call Centre
• Experience managing services to meet demanding service level obligations
• Technical experience with modern contact center and analytics tools
• Demonstrated success leading or influencing a variety of stakeholders to achieve mutually desirable outcomes.
• Proven ability to deliver feedback to others in a way that results in positive outcomes.

Other

Must be able to pass a Criminal Record Check;

This successful candidate will reside in Ontario with a Toronto office location and hybrid work arrangement.

Salary - $140,000.00 - $170,000.00 CDN

What we offer you

We value your work, which enables us to continuously raise the bar on how we can best serve citizens worldwide. Maximus Canada offers the following:

• Competitive market-based salaries
• Comprehensive employer-paid benefits
• Generous paid time off package
• Group Retirement Savings Plan
• Hybrid and remote work environments in Canada
• Annual paid bonus based on overall company performance
• Employee appreciation events

Maximus Global Core Values

• Accountability - Accepting responsibility to solve problems and rise to each challenge
• Collaboration - Partnering to instill trust and working as one
• Compassion - Empowering humanity by applying empathy and insight to every interaction
• Customer Focus - Cultivating an authentic desire to help others succeed
• Innovation - Embracing change and championing new ways forward
• Respect - Valuing the work we do, who we do it with, and the people we serve

We will be accepting applications until 5:00 PM EST on March 24, 2025.

Please note that while all applications are appreciated, only those candidates selected for an interview will be contacted.

No agencies please

EEO Statement
Maximus is passionate about our employees and place their well-being at the center of our people strategy. We are committed and proud to build a workforce that reflects the communities we serve. We value diversity, equity and inclusion and invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, ethnic and cultural origins, sexual orientations, veterans and gender identities recognizing that this is paramount for the growth and success of our organization.