Operations Coordinator
International SOS is the world's leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. We were founded on the principle of putting our clients' employees first and this is still true today. Led by 5,200 medical professionals and 200 security specialists our teams work night and day to find solutions to protect our clients and their employees in whatever situation they may be facing; we assess, advise and assist from a medical, security and logistical perspective on a global scale to protect and save lives and thereby enable our clients to achieve their business goals. As we've delivered on this mission over the last 35 years, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO's and governments around the world.
About the role
The Operations Coordinator provides quality logistical support and liaison with rotational staff in all areas of responsibility that lead to professional and efficient service delivery to the client.
This is a full-time role based out of our Leduc office. Candidates must be local and able to commute. This is a hybrid position (Mondays/Fridays working remotely from home; Tuesday to Thursday in office). The hours of the role are 8:30 am until 4:30 pm. There is occasional overtime on evenings and weekends as well as occasional travel to our remote client sites within Canada.
Key responsibilities
LOGISTICS
1.1. Rosters and Rotations
• Develop the roster for each staff member on each site in the current rostering system. Aim for at minimum 3 months in advance. (In conjunction with OM/OD/).
• Share or publish the roster to each staff member after it is developed and obtain their confirmation.
• Changes to the roster by the staff should be agreed with their cross shift or leave relief and the changes reflected in the rostering system providing they are in line with their rotation schedule.
• Maintain rostering system with necessary updates or changes as they occur.
• Notify recruitment with locum needs well in advance to source suitable coverage.
1.2. Flight, Travel, and Accommodation Arrangements
• Arrange flights and other travel for each rotation 4 to 6 weeks before the rotational date for routine rotations according to the company travel policy or the client contract.
• Communicate the flights itinerary to the staff member and seek agreement on the itinerary before ticket issuance.
• Document flight information in rostering system for tracking purposes.
• Arrange accommodation, if required, according to the travel and entertainment policy.
• Arrange ground transportation, if applicable.
• Document all arrangements on rostering system for the applicable rotation.
1.3. Communication with Client and Staff
• Inform the client of the arrangements and arrival date of staff to arrange meet-and-greet service and transfer to site and ensure confirmation is received, where required.
• Ensure meet & greet arrangements are communicated to staff before deployment.
• Send a mobilization notification to staff with e-tickets, other arrangements, and any other instructions for each rotation and ensure confirmation is received.
• Ensure to use the standard deployment email for the first rotation.
• Send the new staff a site presentation, country guide, and the travel security policy.
• The staff contact details should then be updated in the rostering system.
2. HUMAN RESOURCES
2.1. Timesheets
• Ensure all reporting staff appropriately enter their time in the payroll system on a biweekly basis.
• Verify timesheet information against agreed roster, highlighting any inconsistencies to SOD and relevant OM/OD.
• Ensure all payroll entries are approved following roster verification in time for payroll processing on a biweekly basis.
2.2. Expense Management
• Review and process all expense claims received for the pay period according to the payroll expense calendar.
2.3. Internal Recruitment of Existing Staff for Open Positions
• Push out internal job postings to all casual employees as required.
• Submit CV to the client for approval, when required.
• Liaise with Recruitment and HR for all additional staffing requirements and changes.
2.4. External Recruitment Trigger
• When notified by Medsite Management, create a Job Requisition in MyHR to trigger the external Recruitment process.
2.5. Resignations/Terminations
• When notified by Medsite Management or the Medical Director that an employee is to be terminated or will resign, notify Human Resources and Recruitment teams.
• Complete steps as outlined in the demobilization checklist in Oryx.
3. STAFF AND SITE LIAISON
• Develop a good working relationship with site staff.
• Reply to e-mail and telephone calls promptly (within 48 hours if not an emergency)
• Refer any actual or potential problems that may damage client or staff relationships to applicable Operations Manager/Director.
• Actively seek information or solutions to staff's logistical issues and give feedback to staff by next working day (if not an emergency)
• Refer all non-logistical issues to relevant departments (i.e., Medical Support via the RC); it is not the responsibility of the SLO to solve these problems, but to ensure it is attended to.
• Log calls to staff as well as follow up actions on rostering system
• Obtain a Birthday report from ADP and ensure that staff is congratulated on birthdays and other significant days. Inform senior management of any significant events you become aware of.
• Ensure that Oryx is updated with medical staff details and reflect changes to staff details including contact numbers and email addresses in the system.
4. CUSTOMER SERVICE
• Ensure high standard of customer satisfaction by taking a hands-on, personal, and direct approach.
• Encourage a culture of customer service amongst staff and colleagues.
• Promote teamwork with all staff and colleagues.
• Display a positive attitude to staff and clients.
5. MOBILIZATION OF NEW STAFF
• Arrange logistics for induction/training needs in the Edmonton office.
• Register the staff for MSRC.
• Arrange logistics for deployment to site.
• Ensure to provide information on ADP and expense management to all employees.
• Determine uniforms requirements and work with Supply Chain process to issue to staff.
6. REPORTS
• Upload monthly reports to Oryx as received from sites.
• Upload monthly report amendments as received from Operations Managers/Directors.
7. GENERAL AND ADMINISTRATIVE RESPONSIBILITIES
• Update Oryx to ensure that we have the following documents:
o Driver's License
o License/registration documents
o Copies of required qualifications as applicable to the position and site assigned
• Attend weekly meetings as directed by your manager to report on and discuss issues relating to the operation and improvement of services and activities.
• Perform any other duties as required and directed from time to time by your manager.
About you
• Professional written and verbal communication skills
• Excellent computer skills
• Time management
• Team player
• Leadership
• Cultural awareness
• Able to adapt to a fast paced and changeable environment.
Required Work Experience
• 3-5 years of experience in logistics, travel, administration, and customer service.
• Microsoft 365 and Teams experience is an essential asset.
Required Languages
• English language skills (oral and written) required.
Travel / Rotation Requirements
• Occasional visits to sites required
Benefits
This position is benefits eligible.
International SOS is an equal opportunity employer and does not discriminate against employees or job applicants on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.