Director, Client Engagement

UHN is Canada's #1 hospital and the world's #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.

UHN's vision is to build A Healthier World and it's only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.

www.uhn.ca

Union: Non-Union
Site: All Sites
Department: Laboratory Medicine Program (LMP)
Reports to: Senior Director, Laboratory Medicine Program
Work Model: Hybrid
Hours: 37.5 hours per week
Salary: $125,873 - $157,346 annual
Shifts: Days
Status: Permanent Full Time
Closing Date: March 21, 2025

Position Summary
The Director, Client Engagement provides oversight and strategic planning for TeamLMP's external client portfolio. This oversight includes strategy development, business planning, and contract negotiation management. By providing leadership, oversight, and execution of responses for posted Request for Proposals (RFP), Requests for Information (RFI) and Request for Quotation (RFQ) appropriate to the business unit, this a key role supporting all aspects of client engagement and retention.

Duties

• Build a culture of collaboration and values-driven, servant leadership (ability to share power with others and encourage the development and growth of others)
• Develop annual and multi-year strategic business plans based on market trends, customer relationships, and internal stakeholder input
• Identify industry trends, solicits feedback, and explores new business opportunities
• Manage the development and execution of client-specific strategic initiatives aligned with overall program growth
• Work closely with cross functional teams pre- and post-go-live to ensure quality improvements and smooth transitions
• Negotiate long-term contracts and contract renewals while ensuring alignment with program objectives
• Maintain current and grow new relationships with key decision-makers in partnership accounts and senior level decision makers
• Collaborate with Senior Leadership in effectively leading initiatives and activities related to the development and implementation of growth strategies
• Utilize full scope of TeamLMP's service offerings to create unique customer value for our largest, high-revenue, and most strategic clients
• Identify strategic opportunities and objectives, assess and manage risks, impact of changes and implement correction remedial plans when needed
• Oversee all aspects of account management, including planning, monthly forecasting, and financial reporting
• Review public tender portals, prepares RFP/RFI/RFQ submissions, and ensure timely responses
• Establish a structured process for managing RFPs, contract negotiations, and profitability review
• Address and resolve all client concerns effectively and sustainably, while developing strategies to mitigate client loss risk and enhance loyalty
• Collaborate with Communications and TeamLMP leadership to develop marketing and promotions tactics
• Contribute to corporate efforts and initiatives, as appropriate, to enhance UHN's mission, values, and goals, including operational effectiveness and patient and staff satisfaction

• Completion of a Masters degree in Business Administration, Health Administration, or recognized equivalent
• At minimum, 8 years of practical and related experience (e.g., business development, account management, or healthcare industry strategy)
• Formal leadership experience in a Client Experience role within healthcare, with expertise in market development and stakeholder engagement
• Exemplary presentation and communication skills to engage and motivate organizational partners and all relevant stakeholders. With an ability to organize and present data in a concise and easily understood manner to a range of audiences including board members, point-of-care staff, and clientele. Proficiency in Word, Excel, PowerPoint and other applications within the Microsoft suite is a must.
• Experience leading through times of ambiguity and change, leveraging ability to influence strategy, operations, and people
• A bias toward action including skills in complex project management, change management, and improving processes in a hospital or health setting. High caliber in interacting with a variety of individuals including clinicians from all health professions, executives and point-of-care staff, including external stakeholders, in order to achieve organizational objectives.
• Knowledge and experience with developing promotional collateral
• Possession of energy and enthusiasm as well as wisdom in acting as the program's Client Engagement Experience thought leader
• Conflict management and collaborative problem-solving skills on individual, team, and organization levels
• Demonstrated operational leadership and hands on experience managing finances and a budget
• Experience with technology applications relating to financial and performance measurement
• Experience working in an academic environment and virtual stakeholders, preferred

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.