Job Description

Manag e r , Regio n al O pera t i o n s

About NVA:

Founded in 1997 by Dr. Stan Creighton, National Veterinary Associates (NVA) offers a full range of veterinary services in more than 907 companion animal veterinary hospitals and 100 pet resorts across the United States, Canada, Australia, New Zealand, and Singapore. As part of its mission, NVA believes that veterinary medicine is best practiced when veterinarians craft their own approach to best serve the needs of their local communities. Toward that end, NVA provides cutting-edge tools and resources for its veterinarians to deliver the most advanced high-quality care and client services, while hospitals keep their name, staff, culture, and commitment to the community.

NVA’s activities are always in the service of the Company’s “why” (” For the love of animals and the people who love them”) and mission (“To improve the comfort and well-being of pets by providing progressive and compassionate care. We develop a community of animal hospitals and pet resorts that share knowledge to achieve sustainable growth”).

NVA Canada

NVA entered Canada in 2014 and initially operated as an extension of its US business. Today it has more than 35 hospitals located in Ontario, British Columbia, Alberta, and Nova Scotia. Given the short-term and long-term potential in Canada, NVA has made the strategic decision dedicated to capturing the exciting growth opportunity in Canada. Our recently hired CEO, Jim Gabel is working with NVA’s enterprise leadership and the existing Canadian professionals to aggressively build NVA’s business in Canada as part of the Corporation’s global expansion. NVA Canada will continue to grow through the accelerated acquisition of established clinics across Canada, while providing best-in-class service to its clinical operators. It is expected with a Canadian specific strategy and passionate team of professionals, NVA’s Canadian business can grow 400-500% in the next 4 years.

At NVA Canada our culture is built on authenticity. We recognize our most valuable resource is our people-with diversity of backgrounds, ideas, and life experiences. We enlist astute, creative, passionate professionals who are always learning and teaching; servant leaders who understand the big picture. We have an inclusive, skilled and compassionate team of Business Partners that strive to provide a collaborative and supportive work environment. In building our Canadian team NVA will appeal to confident, proactive, and agile individuals who thrive in an empowered, challenging, and entrepreneurial environment. Successful team members will recognize this is a unique opportunity for personal and professional growth to build on existing successes and accelerate the growth of NVA in Canada.

General Summary of Role

N a t i o n al Veteri n ary Ass o c ia t es is s e eking a M a n ager o f Reg i o n al O p e r a t i o n s (MRO) t o s up p o r t o u r growi n g NVA C a n a da team.

T h e M a n ager of Regi on a l Ope r a t io n s is r e s p o n s i b le f o r d rivi n g t h e o p e r a t io n s, N V A i n i t i a t i v es, a n d b u si n ess f un c t i ons of N VA ve t e ri n ary p rac t i c es w i th in t h e r e gion of r es p o n si b i li t y. C u rr e n t ly w e are lo o k i n g f or a n i nd iv i du al t o s u p p o r t th e Ontario o p e r a t i o n s. T h is c ri t i c ally k ey r o le p a r tn e r s w i t h va r io u s s t a k e h ol d e rs i n c l ud i n g t h e H o s p i t al L e ad e rs h ipT e am as w ell as th e N V A S up p o r t C e n t er w h i l e w o r k i n g c los e ly w i t h a n d p e r f o r m i n g d ut i es a t th e d ire c t ion o f t h e C o u n t ry M a n age r . T h e s u cc e s s fu l c a nd i d a t e w ill mai nt ain t h e ex c e pt i o n al r e la t i o n s h i p s t h at h ave b e e n bu i l t w i t h h os p i t al le a d e r s h i p a n d t h eir t e a ms ov e r th e years a n d ex t e n d t h a t c a p a b ili t y i nt o n ew p rac t i c es as t h ey a re acquire d .

T h e M a n ag e r of Regi on al Ope r a t i o n s w ill b e r e s p o n si b le f or s p e nd i n g t ime in t h e f ie l d w i t h h os p i t al le ad e r s h ip a n d s t a ff , w h i c h is c ri t i c al f or s u cc e ss. T h is i n d ivi d u al w ill w o rk d irec t ly w i t h v e t e r i n a r y p rac t i c es t o im p r o ve p r o c esses a n d p r of i t a b il i t y. Mu s t b e w ill i n g t o t ravel regionally u p t o 50% of th e t i m e a n d b e b ased out o f C a n a d a.

T h e i d e a l c a nd i d a t e w ill p ossess t h e f o l l owing a t t ri b u t es:

• An ex c ell e n t le a d er w i t h s t r on g c o m m u n i c a t i o n , o rga n i z a t i o n, a n d p e o p le s k ills
• An ex c ell e n t c o a c h a n d t rai n er of i n d ivi d u als o n k ey s u p p o r t o p e r a t ives.
• An as t u t e j ud ge of c h ar a c t er a n d s i tu a t i o n s t o r e c og n i z e issue s /p r o b le m s a n d s o lve b e f o re escal a t i o n
• A p r o b lem solver wh o c a n c oll a b o r a t e across a la r ge o r ga n i z a t ion t o d eliv e r d esir a b le o u t c o m es f or i nd ivi d u al l oca t io n s.

T h e M RO is a h ig h ly a u t o n o m o u s p osi t i o n th a t w o r k s c oll ab o r a t ively w i t h t h e t e a m t o s u p p o r t a n d g r ow Hos pi t al o p e r a t io n s. T h is k ey r ole c a n b e c ar e er p osi t i on or a l a un c h i n g p oint f or a c ar e er in b u si n ess d evel o p m e nt .

Job Description and Responsibilities

Hospital Operations

• Partners directly with a portfolio of practices to improve operational and financial performance, based on practice needs.
• Ac qu ires a n d ma i nt a i n s k n owle d ge of o rg a n i z a t i o n al a n d l ocal p rac t i c e p o l i c ies a n d p r o c e d u r e s.
• Collaborates with the Hospital Leadership team to p r o p er s t a f f s c h e du l i n g a n d opti m i z a t i o n .
• A n aly z es a n d i n t e r p r e t s o p e r a t ional r e p o r t s a n d i d e n t i f ies ar e as f or im p r o vem ent .
• C h am p i o n s a n d i m p le m e nt s N VA i n i t ia t ives t h r o u g h out t h e r e gi o n .

St r a te g i c Plan n in g a n d Lea d e r s hi p

• C r e a t es ac t ion p l a n s, s et s, a n d ma n a g es goals, d e l e g a t e t as k s, a n d t rac k s me t ric s .
• A n aly z es a n d im p r o ves s y s t ems, p olicies, a n d p r oc esses.
• N eg ot i a t es a n d m e d ia t es c o n f li c t s; c o a ch es a n d p r ovi d es ongoing f e e db ack t o h os p i t al le ad e r s h i p .
• C oll ab o r a t es w i t h h os p i t al le a d e r s h i p t o d evel o p bu si n ess s t r a t egy a n d ai d s in i t s im p le m e nt a t i o n .

Hos pi tal Lea d e r D e v e l o pme n t

• O n-board n ew Hos p i t al M a n age r s a n d e n s u r e s a s u cc ess fu l i nt r o d u c t ion i nt o t h e c o mp a n y.
• M e n t o r s, co a c h es, a n d se t s ex p ec t a t io n s w i t h h o s p i t al l e a d e r s h ip a n d s t a f f .
• E n s u r e s H os p i t al M a n a g e r s are t ra i n ed in f i n a n c i al a n d o p e r a t io n a l s y s t e ms a n d me t h o d s.

F in a n c i a l Ma n ageme n t

• A n aly z es t h e f i n a n c ial h e al t h of h o s p i t als a n d d ia g n os e s iss u es.
• Assists w i t h t h e p r ep a ra t ion a n d c o m m u n i c a t i o n of th e a n nu al b ud g e t .
• O v e r se e s t h e m a n age m e n t of c o s t s, p ar t i c u larly l a b o r .
• M a n ages r e ve n u e grow t h .

P e o pl e Ma n age m e n t

• Assists H os p i t al M a n age r s w i t h i nt e rvie w i n g, h iri n g, a n d r e solv i n g p e r so nn el issues.
• C o n du c t s H os p i t al M a n a ger p e r f o r ma n c e r e vie w s a n d ov e rs e es c ar e er d evel op m e nt .
• E n s u r e s h o s p i t als c o mp ly w i t h all O cc up a t io n a l H e al t h & sa f e t y p olicies (i . e. O H S / W H M I)
• M a k es r e c o m m e nd a t i o n s f or s t a f f t ra i n i n g a n d d e vel op m e nt .

C li e n t Re l a t i o n s

• D evel o p s, c h a m p io n s, a n d d ri v es c lient r e t e nt i on i n i t i a t ives.
• Advises a n d ov e rs e es t a c t i c s f or i n c r e asi n g n ew cl i e n t vi s i t s.
• Assesses t h e q u al i t y o f c l ie n t service a n d p r o v i d es d irec t ion f o r e nh a n c e m e nt s.

Qualifications

• Bachelor’s degree or equivalent education is required.
• Previous multi-site and/or project management experience
• Previous P&L experience.
• Knowledge of practice management processes, efficiencies, standards, metrics, and benchmarks.
• 3-5 years of experience in management with healthcare management or veterinary practice experience preferred.
• Work remotely and have the ability to travel up to 50% of the time.
• Knowledge of veterinary practice management software is preferred.
• MBA preferred but not a requirement

Desired Skills

• Possesses a self-directed attitude and an ability to work independently.
• Understands financial management, planning, prioritizing, and supervising others.
• Takes initiative to support hospitals as a practice management consultant, providing prompt attention to staff and direction for improvement.
• Demonstrates sound judgment, good problem-solving skills, and effective decision- making abilities.
• Establishes and maintains effective work relationships with all stakeholders.
• Communicates effectively, both verbally and in writing.