Job Description

Manager, Regional Operations

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

National Veterinary Associates is seeking a Manager of Regional Operations (MRO) to support our growing NVA Canada team.

The Manager of Regional Operations is responsible for driving the operations, NVA initiatives, and business functions of NVA veterinary practices within the region of responsibility. Currently we are looking for an individual to support the Maritimes operations. This critically key role partners with various stakeholders including the Hospital Leadership Team as well as the NVA Support Center while working closely with and performing duties at the direction of the Country Manager. The successful candidate will maintain the exceptional relationships that have been built with hospital leadership and their teams over the years and extend that capability into new practices as they are acquired.

The Manager of Regional Operations will be responsible for spending time in the field with hospital leadership and staff, which is critical for success. This individual will work directly with veterinary practices to improve processes and profitability. Must be willing to travel regionally up to 50% of the time and be based out of Canada.

The ideal candidate will possess the following attributes:

• An excellent leader with strong communication, organization, and people skills
• An excellent coach and trainer of individuals on key support operatives.
• An astute judge of character and situations to recognize issues/problems and solve before escalation
• A problem solver who can collaborate across a large organization to deliver desirable outcomes for individual locations.

The MRO is a highly autonomous position that works collaboratively with the team to support and grow Hospital operations. This key role can be career position or a launching point for a career in business development.

Job Description and Responsibilities

Hospital Operations

• Partners directly with a portfolio of practices to improve operational and financial performance, based on practice needs.
• Acquires and maintains knowledge of organizational and local practice policies and procedures.
• Collaborates with the Hospital Leadership team to proper staff scheduling and optimization.
• Analyzes and interprets operational reports and identifies areas for improvement.
• Champions and implements NVA initiatives throughout the region.

Strategic Planning and Leadership

• Creates action plans, sets, and manages goals, delegate tasks, and tracks metrics.
• Analyzes and improves systems, policies, and processes.
• Negotiates and mediates conflicts; coaches and provides ongoing feedback to hospital leadership.
• Collaborates with hospital leadership to develop business strategy and aids in its implementation.

Hospital Leader Development

• On-board new Hospital Managers and ensures a successful introduction into the company.
• Mentors, coaches, and sets expectations with hospital leadership and staff.
• Ensures Hospital Managers are trained in financial and operational systems and methods.

Financial Management

• Analyzes the financial health of hospitals and diagnoses issues.
• Assists with the preparation and communication of the annual budget.
• Oversees the management of costs, particularly labor.
• Manages revenue growth.

People Management

• Assists Hospital Managers with interviewing, hiring, and resolving personnel issues.
• Conducts Hospital Manager performance reviews and oversees career development.
• Ensures hospitals comply with all Occupational Health & safety policies (i.e. OHS/WHMI)
• Makes recommendations for staff training and development.

Client Relations

• Develops, champions, and drives client retention initiatives.
• Advises and oversees tactics for increasing new client visits.
• Assesses the quality of client service and provides direction for enhancements.

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.