Ops Builder, Alan

• We look for someone with 3-7 years of experience
• Strategic thinking and planning: Ability to define a vision and drill down into an actionable plan and roadmap, ability to consider complex problems and factor in different dimensions (business, customer experience, regulatory, etc.) with a deep level of structure
• Passionate about digging into ops/technical processes: ability to build and optimise processes that ensure quality of service, performance and scalability, while making them clear and delightful internally and for our members
• Strong analytical & problem solving skills and ability to conduct deep data analysis
• Communication: Communicate well with Alaners and service providers
• Comfortable in fast-paced environments where there is a high level of uncertainty, ability to remain proactive and biased for action in exploratory project stages, at ease to self-start and work independently with a strong capacity to adapt
• Highly adaptable and fast learner : excited to learn new tools, technologies and methodologies
• Highly organized: able to handle many different tasks in parallel
• Hands-on: not scared of getting their hands dirty and dive into any problem
• Challenger: Portrays a general growth mindset and challenges Alan’s past decisions
• Collaborative/ team player: Able to navigate through an organisation and work with very transversal teams, able to handle stakeholders with very different needs and expectations - great attitude and ability to collaborate in multidisciplinary teams that can include clinicians
• Leadership: Able to attract top talents, lead, mentor and make people grow
• User centricity and empathy: A sensibility for Product / UX esp. For early stage, and towards member’s and colleague’s satisfaction
• Experience building new and early-staged products and services with a user-centric approach, understanding of key principles of early-stage products such as traction, retention, learning loop, etc
• Strong written and oral communication in English. French proficiency is highly valued

Desirable

• The Operations Community’s core responsibilities are to build and strengthen our operational capabilities and scale our platform efficiently to handle fast growth, cost optimisation and product diversification
• We need team members to be ready to disrupt (and not only upgrade) the way we traditionally think about insurance or healthcare, and truly re-engineer the experience we offer to our members
• To that end, we are looking for Operations specialists with a first track record in scaling operations and great entrepreneurial mindset to help us make our crazy ambitions come true
• We move fast, with a lot of ownership, and are proud to tackle big problems!
• Run:
• Perform and scale daily operations for managing our member affiliation in the general case or for some specific situations, cancelling our competitors contract, handling the delivery of some health services
• Handle partnerships with partners (technical partners, etc.)
• Build:
• Implement strategic projects such as the automation of some insurance processes (parsing of reimbursement request, recovery, etc.), setting up the 1st bricks to deliver new health services offering (health product delivery, etc.), etc. with full ownership on the deliverables
• Industrialize our processes and organisation to reach operational excellence:
• Set up efficient operations monitoring to build a granular understanding of our processes and identify risks and areas of improvement
• Identify continuous improvement initiatives and push automation of our processes to make them more personalized and more efficient
• Improve financial efficiency of our model
• Strategy / Leadership:
• Bring the Ops vision in the Company roadmap
• Navigate through the different teams to make things happen
• Team and People growth:
• Coach more junior Alaners and provide the right level of support, helping them grow and offering the right platform to learn
• Contribute to the team development (hiring, structuring, etc.)
• What’s expected in the 12 first months:
• With the newly acquired insurance license from OSFI, Alan is entering the Canadian market
• Build and scale all processes for this new market leveraging Alan’s global infrastructure and integrating local specificities
• Starting with claim management
• Then billing, affiliation, etc
• Contribute to run with the team the key processes, including claim management and customer support, as we’ll learn a lot with the team
• Set up local partnerships
• Implement Alan’s health services in Canada
• Open new provinces