Manager, Customer Relationship Management

Job Information

Job Title: Manager, Customer Relationship Management

Job Requisition ID: 69182

Ministry: Health

Location: Edmonton

Full or Part-Time: Full-time

Hours of Work: 36.25 hours per week

Permanent/Temporary: Permanent

Scope: Open Competition

Closing Date: April 15, 2025

Classification: Manager Zone 2

Salary: $3,338.99 - $4,493.32 bi-weekly ($87,148 - $117,275/year)

The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported.

The Ministry of Health is building a more resilient and sustainable health care system that can support Albertans getting care when and where they need it, while responding to system-wide health challenges, improving health outcomes, and maintaining fiscal responsibility.

We are seeking an experienced and dynamic Manager, Customer Relationship Management to join our team. Reporting to the Director, Customer Relationship Management Data Access, you will oversee the receipt, recording, status, and delivery of all branch data, information, and analysis requests.

Role Responsibilities

We are seeking an experienced, organized, and dynamic Manager, Customer Relationship Management to oversee and coordinate the receipt, recording, dissemination, and delivery of all branch information and analysis requests.

1. Oversee and Manage Data/Information Requests
   • Maintain and facilitate a log of all data, information, and analysis requests received by the branch.
   • Liaise with health system stakeholders, both internal and external, to clarify data/information needs and expected delivery timelines.
   • Manage status updates and transitions for client data/information requests.
   • Provide expert advice to clients to help clarify health information product needs.
   • Facilitate consensus-building for ministry-wide agreements on required information products.
   • Develop new approaches to improve the delivery of information products.
   • Maintain strong relationships with internal and external clients to ensure client satisfaction and timely delivery of requested data/information.
2. Manage and Coordinate Staff
   • Conduct performance reviews and offer guidance to team members.
   • Lead, coach, and mentor staff to ensure the achievement of business plan and project goals.
   • Facilitate team development and knowledge-sharing among staff members.
   • Enhance staff understanding of the health system, health authority structure, and health-related issues.
3. Promote, Facilitate, and Disseminate Health Information Products
   • Maintain and improve the health information product catalog and promote awareness of available products.
   • Present information products to clients to support their business needs.
   • Provide training to both internal and external clients on using health information products.
   • Foster a deeper understanding of client business requirements to enhance customer satisfaction and drive continuous improvement.
   • Encourage greater uptake and availability of health information products.
4. Identify Gaps and Enhance Capacity for Decision Making
   • Identify patterns in service delivery or gaps in product content, and work on strategies to improve dissemination and client satisfaction.
   • Develop innovative collaborative partnerships with government agencies, Alberta Health Services, external agencies, and the research community.
   • Enhance the Ministry's capacity to use data for evidence-based policy development and decision-making.
   • Suggest improvements to existing information products to meet strategic and business user needs.
5. Support and Develop Strategic Directions and Policy Initiatives
   • Participate in or lead project teams to assess and apply health information/knowledge.
   • Provide strategic advice in the development of relationship management policies and processes.
6. Establish and Maintain Partnerships with Clients and External Organizations
   • Represent the Division/Branch on committees, offering subject matter expertise and supporting collaborative initiatives.
   • Contribute to reports, papers, and communication materials that promote understanding of the branch's mandate and related health information issues.

Qualifications

Minimum Recruitment Standards

University graduation in a field related to public administration, public health, health informatics, business and project management, supplemented by four years related experience.

Equivalency: Directly related education or experience considered on the basis of:

1. 1 year of education for 1 year of experience;
2. 1 year of experience for 1 year of education.

The Following Experience Is Required

• Four years of experience in managing data/information involving legislation, regulations, policies, projects, and initiatives designed to enhance health information systems.
• Knowledge of health system legislation and Ministry policies, programs, and business plan.
• Project Management: experience in leading data/information projects, developing project charters and work plans and implementing application solutions.
• Knowledge of information research design and methodology, qualitative and quantitative data collection and analysis techniques, statistics, and database development and management.
• Health Data: excellent understanding of health data and databases including approaches and methodologies to link data and limitations of existing databases.
• Health Systems and Organizations: understanding of health authority structures and related organizations involved in the management and delivery of health services.
• Detailed understanding of the organizational structure of Alberta Health to optimize inter-divisional support.

Notes

This is a full-time position working 36.25 hours per week.

If a Security Screening Is Required

• Final candidates will be required to undergo a security screening.
• Any costs associated with obtaining the required documents/checks as noted or interview travel expenses, will be the responsibility of the candidate.

A cover letter outlining how your experience relates to the qualifications of this role is required.

In your resume, please include dates (including months and years) associated with all education and work experience. Also, please indicate whether your work experience is casual, part-time, or full-time.

How To Apply

Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.

This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.

We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.

If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Abhishek Sharma at Abhishek.Z.Sharma@gov.ab.ca.