Manager, Member Relations

Manager, Member Relations

Business Planning and Strategy Division

12 to 18-month contract (Hybrid: 2 days/week in office, 3 days/week WFH)

Target Hiring Range: $104,754 - $117,848

Background:

The foundation of the Ontario Hospital Association’s (OHA) 2023-2027 Strategic Plan is the need to be a strong and healthy association to serve hospitals so that they can change and evolve as organizations within Ontario’s health system. The OHA’s goal is to serve and actively support its diverse membership. Through advocacy, member engagement and knowledge transfer, labour relations and improved access to data and analytics, the OHA is enhancing the direct services it provides to members. We are committed to leadership and excellence by providing industry-leading guidance and advice to our members.

The OHA is looking for an energetic and passionate individual to lead our Member Relations team. As we are building a new Learning Platform to support our knowledge transfer function, we are actively looking for an experienced designer of learning programs. You have foundational knowledge of adult learning theory, instructional strategies, technology-enabled design and learning methods. You also have experience translating theory to applied learning interventions that are pragmatic; designing needs assessments, precise learning objectives, learning materials and evaluation tools; and experience in development of learning for all main delivery methods: virtual classroom, in-person, and e-learning.
 
You are experienced in building strong relationships with members and in shaping different forms of engagement. You are a great listener, with a compassionate and confident communication style that makes people want to work with you. You see the big picture and are an internal champion for enhancing value to members, while understanding how to maximize our operations efficiency and effectiveness. You are a team player and thrive in a fast-paced environment. You have a strong sense of accountability for your work and the service that you and your team provide to OHA Members, your colleagues and the organization.

The Position:

Reporting to the Chief, Strategy, Member Relations and Long-Term Health Policy, your responsibilities include but are not limited to:

Member Relations

• Leading the OHA’s annual Member Satisfaction Survey. This includes overseeing and supporting administration of the survey, analysing results and designing reports that support performance improvement across the organization.
• Managing the strategy and oversee execution of the President and CEO’s hospital Members’ meetings, tours and visits. This includes working closely with staff in the OHA’s Public Affairs department in preparing the President and CEO for possible media and outreach with key stakeholders in communities to advance hospital objectives; and debriefing with the President and CEO on outcomes from engagement activities.
• Working closely with all parts of the organization, and especially with the OHA’s Information Technology department, support the procurement and implementation of a new Customer Relationship Management (CRM) System.
• Providing expert advice relating to strengthening OHA’s member intelligence. This includes liaising with hospital Members on expectations and engagement activities; coordinating with appropriate staff on significant events and timelines related to Members’ information, research, and reports; and, keeping up-to-date on transitions within the membership base.
• Leading efforts to enhance the OHA’s entire Member Relations Program by identifying new and innovative opportunities.

Member Engagement and Knowledge Transfer

• Leading the emerging Member Engagement and Knowledge Transfer Program designed to provide members with high-quality engagement and knowledge transfer opportunities by:
  • Leading meetings of a cross-divisional team to facilitate coordination and collaboration; and,

• Developing foundational infrastructure to weave activities into daily operations, such as strategies, policies and procedures, and technology.

• Supporting the design, implementation and ongoing management of the OHA’s emerging learning platform. This includes working with OHA staff to:
  • Procuring a platform to meet member needs;
  • Integrating the new platform seamlessly into operations across the organization; and,
  • Developing processes for users and training staff.
• Leveraging best practices, providing expert advice relating to the strategic and instructional design of new and existing member engagement and knowledge transfer activities across multiple content areas, and determining most appropriate modality. This includes providing support for knowledge transfer in areas such as hospital governance and financial performance.
• Providing leadership and program management support to new and existing programming, including upskilling other staff in the ongoing management of activities.

The Candidate:

The ideal candidate has deep experience in creating extensive online and in-person learning programs as well as applied knowledge transfer and mobilization. Experience with member relations and managing member issues at the association level is considered an asset.

You have demonstrated knowledge and experience in people management, both direct reports and influencing large, cross-divisional teams, program and project management, and especially, stakeholder and member relations. Strong interpersonal and communication skills are essential. In addition, you are a strategic and critical thinker with strong planning, leadership and analytic skills. You can work well under pressure while managing multiple priorities, and remaining responsive in a dynamic and fluid environment. Experience in collaborating with stakeholders in the areas of equity, diversity and inclusion (EDI) and indigenous health are considered an asset.

You have a degree in a related education, business, policy or health sciences discipline, combined with demonstrated related work experience. Knowledge of Ontario’s health care system and experience working in a member-driven association is an asset.

Don’t Meet Every Requirement?

If you’re excited about working at the OHA but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.

Why Join the Ontario Hospital Association (OHA)?

Join us in serving Ontario’s hospitals to build a better health system. As a not-for-profit association, the OHA offers you a fulfilling role supporting our members through advocacy, knowledge translation and member engagement, labour relations, and data and analytics.

An inspiring and creative place to work, the OHA is your opportunity to change the healthcare system for the better, while having a lot of fun. You’ll also be welcomed into a supportive and inclusive environment built on our core values of:

Humility – we listen to and respect the view of others
Discovery – we explore new ideas and possibilities
Passion – we bring energy and enthusiasm to what we do

Our Culture

The OHA is committed to fostering a climate that values equity, diversity, inclusion, and accessibility. We welcome those who have demonstrated a commitment to upholding these values and will assist us in realizing the benefits of embedding these values into the work at every level and department at the OHA. In addition, to correct the conditions of disadvantage in employment in Canada and to bring lived experiences to the work, we encourage applications from Black individuals and Persons of Colour, Indigenous Peoples, women, persons with disabilities, LGBTQ2+ persons, and others who may contribute to the diversity of ideas within our organization. We are committed to the fair assessment of each candidate’s abilities, and consider their range of experience, including non-traditional career paths.

Employee engagement is key to the success of any business, and that’s why the OHA is proud of our 100% employee engagement rate. We consistently survey staff to ensure we can respond to their needs and engage in meaningful conversations to improve our corporate culture. It’s why we’ve been recognized as one of the Best Workplaces in Canada (five times!). Our 2022 Best Places to Work award from Human Resources Director demonstrates our commitment to a culture that upholds diversity, equity, inclusion, mental health, wellness, and compassionate leadership.

As we search for qualified candidates to join our team, their fit with our culture and values are just as important.

Our Perks

Joining the OHA gives you access to a multitude of benefits including:

• The Healthcare of Ontario Pension Plan where the OHA matches your contributions.
• Fully paid extended health and dental benefits, including travel insurance.
• Access to a comprehensive Employee and Family Assistance Program.
• Coverage up to $500 for home office expenses for new staff.
• Flexible work schedule – work from home 3 days per week, onsite hours (10am to 4pm), and summer hours with alternate Fridays off.
• Peer-to-peer recognition programs where we celebrate each other’s successes.
• Fun staff events and activities to support engagement and team building.

To Apply:

Potential applicants are invited to submit a resume and covering letter by October 9, 2024. We value the unique skills and experiences each person brings to the OHA and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act. 

If contacted for an interview, please inform us should accommodation be required.

Application Process and Requirements:

All applicants must be legally entitled to work in Canada. The successful applicant must be fully vaccinated against COVID-19 (as defined by the Government of Canada) or have a valid vaccination exemption pursuant to the Human Rights Code. Further, they must provide proof of vaccination (or a valid exemption) prior to the start date, provide updated information as necessary, and comply with any ongoing vaccination-related requirements. We thank all applicants for their interest, however, only those selected for further consideration will be contacted.

WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER.