Manager, Quality, Risk & Issue Management, BC Health Workday

Role Summary
In accordance with the Purpose, Vision, Values and Coast Salish Teachings, and strategic directions of PHSA, safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

The BC Health Workday Program is a provincial initiative with seven participating BC health organizations (FHA, IHA, ISLH, NHA, PHC, PHSA and VCHA). The program began in 2023 to implement a Human Capital Management System (HCMS) software solution as part of the BC Health Human Resources Strategy to transform HR services. Designed by Workday Canada, the new provincial platform will replace existing HR and payroll systems in the health organizations with a single, unified technical system that will standardize and modernize HR and payroll services. It is a significant transformation in BC and is vital to the sustainability of BC’s health system.

Reporting to the Director, Project Management Office, BC Health Workday, the Manager, Quality, Risk and Issue Management is directly responsible for Quality, Risk and Issue Management related services within the HCMS Program. This includes supervising staff and developing and continuously improving technology service business processes and practices. The Manager ensures that services and solutions are consistent with the PHSA Provincial Digital Health & Information Services portfolio and BC Health Workday program goals and priorities, maximizing alignment and improving service delivery and clinical outcomes. Responsibilities include managing process development, reporting, monitoring, and auditing to support Program performance standards. Additionally, the Manager develops management processes according to the Risk Management Plan and the Quality Management and Assurance Plan. This role requires developing effective partnerships with key parties, including all BC health organizations, vendors, and outside contractors aligned with the BC Health Workday program and governance model.

Key Accountabilities

• Develops, implements, and monitors the management of processes according to the Risk Management Plan and the Quality Management and Assurance Plan.
• Manages process development, reporting, monitoring, and auditing required to support the PHSA Provincial Digital Health & Information Services portfolio and BC Health Workday program standards.
• Actively manages to optimize resource utilization and service quality. Develops and uses metrics and key performance indicators (KPIs) to identify performance issues or other variances, develops and implements strategies to address and to improve performance.
• Provides leadership and oversight of the day-to-day operations for a designated team to drive operational excellence and ensure alignment with PHSA Provincial Digital Health & Information Services portfolio and BC Health Workday program goals and operating plans.
• Conducts an analysis of the current situation and the future requirements of the portfolio, sets specific goals and objectives aligned to the overall strategic direction of BC Health Workday program, and determines priorities for planning and implementing strategies in collaboration with the BC Health Workday program Leadership, BC health organizations and partners.
• Provides leadership and guidance to assigned staff using effective management techniques (for example, coaching, mentoring, delegating, building teams, and managing performance) to support the achievement of required outcomes and to ensure that staff members are achieving a level of performance that meets the highest standards within their areas of function.
• Fosters a positive working environment including seeking opportunities to reward and recognize team and individual contributions, listening to the team’s concerns and enabling decision-making at the lowest level.
• Evaluates individual and team performance in collaboration with appropriate partners and peer staff ensuring probationary and annual reviews are completed for assigned staff. Handles issues, grievances and investigates work and staff issues and initiates disciplinary action up to and including terminations.
• Prepares and manages the annual operating budget for designated services, monitors variances and develops and executes corrective actions.
• Develops and continuously improves existing and new technology service processes and methods.
• Develops effective partnerships with partners including healthcare service providers, vendors and outside contractors aligned with established service level agreements (SLAs) and performance expectations.
• Engages other teams across the BC health organizations and partners to provide seamless customer service, challenging the status quo.
• Establishes the disciplines and processes required to manage all aspects of a quality management shared service program to minimize support costs and complexity while supporting BC Health Workday program requirements

Qualifications

• A level of education, training, and experience equivalent to a Bachelor’s degree in Business or a related field, plus seven (7) years recent related experience in large, complex, multi-site organizations, including a minimum of five (5) years in a progressively more responsible leadership role.

• Relevant industry certifications, such as a Risk Management Certificate, Total Quality Management, Lean Six Sigma Green Belt.

• Team player with well-developed interpersonal and communication skills and proven experience managing and coaching teams for high performance.

• Customer focused with ability to facilitate and encourage cooperation between diverse operational groups and skill sets.

• Demonstrated ability to build and maintain effective relationships.

• Self-directed, highly motivated, results-oriented, and able to motivate others.

• Demonstrated ability to lead teams and to promote teamwork both virtually and locally.

• Critical thinking skills and proven ability to effectively manage human and fiscal resources.

• Sound judgment and decision-making skills.

• Demonstrated understanding and experience of quality management, quality assurance process, operational planning, and program development. Ability to prioritize and manage multiple tasks and projects.

• Ability to work in an environment in transition and act as an agent of change.

• Excellent written and verbal communication skills, accompanied by proven presentation skills in a corporate setting.

• Proven technology background with a solid understanding of infrastructure and technology frameworks such as Information Technology Infrastructure Library (ITIL).

• Extensive understanding and experience managing device and related technologies.

Job Type: Temporary, Full-Time
Wage: $106,026.00 to $152,413.00
The starting salary for this position would be determined with consideration of the successful candidate’s relevant education and experience and would be in alignment with the provincial compensation reference plan.
Location: 1775 Willingdon Ave, Burnaby BC V5C6E3 (Hybrid)
Closing date: October 31st, 2025
Hours of Work: 08:30 to 16:30, Mon - Fri
Requisition # HCMS_E06274

What we do
The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Create equity – Be courageous.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to anti-racism and equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently excluded groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes ongoing commitments to Indigenous recruitment and employee experience as well as dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’k̓ula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and exclusion faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and title of BC First Nations and self-determination of all First Nations, Inuit and Métis communities. PHSA is mandated to uphold legislative obligations and provincial commitments found in the foundational documents including the Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of October 31st, 2025. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.