Resource Manager, Professional Services
Remote or Head Office
PointClickCare is the leading cloud-based software provider for the senior care market in North America. Driven by a passion for innovation and technology, we build innovative healthcare technology for seniors and their caregivers that improve their quality of life and well-being on a daily basis. Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees. We believe work is much more meaningful when you're doing it with a higher purpose. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary:The Resource Manager (RM) is responsible for supporting the Resource Management Office (RMO) in the successful development and deployment of talent, resources, and technology as it relates to managing multiple customer-facing projects, while also maximizing productivity and capacity effectiveness as well as working hand in hand with Practice Managers to efficiently account and foresee resource needs in the department. The Resource Manager will help ensure the right resources, with the right skillsets, are available at the right times. This involves a high degree of analysis and subsequent of placing the right fit of resources against customer needs and ensuring the implementation team can meet and exceed its business objectives and customer satisfaction goals. To optimize resource capacity, the Resource Manager will be responsible for continuously analyzing, tracking, and forecasting resourcing information in order to ensure a high level of organizational efficiency, customer engagement and satisfaction. The Resource Manager will facilitate collaborative communication and planning with the broader RMO department as it relates to resourcing across all work streams in order to ensure that short- and long-term business objectives are met. The Resource Manager will also continuously seek to improve resource management processes and functions. The Resource Manager will report directly to the Director, Practice Management.
Key Responsibilities:· Generate forecasts, oversee the department resourcing across all projects, and influence the maximization of team utilization targets · Oversee resource administration of all professional services delivery staff, including availability, location, cost, competency and staffing requirements· Review, recommend, and confirm resource assignments in collaboration with leadership teams· Ensure all projects are staffed in a timely manner and identify causes of over/under utilization and propose solutions· Create data models and reports from multiple sources of data· Build, maintain, and communicate resource forecasts as required (i.e. pipeline) · Implement and execute mechanisms to capture resource demand and capacity plans, allowing for real-time data availability for decision-making· Monitor resource assignments and utilization data to ensure accuracy of forecasts· Maximize both utilization and profitability of assigned team of resources billable time· Analyze capacity needs for planning and forecasting of internal and external resources· Provide input into budget and business plan development, policies and procedures· Conduct regular meetings with delivery teams to review and facilitate work prioritization and distribution· Keep well-informed of resourcing challenges, gaps, and opportunities· Manage subcontractor and partner engagements/resources as required· Identify projected bench time for consultants and work with Practice Managers to identify the availability of new assignments· Build strong partnership with sales to gain knowledge of active pipeline and analyze information to influence forecasting models· Manage the annual workforce planning and budgeting exercise· Maintain constant knowledge of current and upcoming projects and anticipate resource availability and pressures· Mange and oversee PTO and vacation requests against project staffing constraints· Recommend process improvements that lead to improved efficiency and/or effectiveness · Support initiatives towards building and maintaining a skilled workforce · Develop and administer a repository of skills, knowledge, and competencies to ensure an up to date comprehensive resource pool
Required Experience· Post-secondary education or experience commensurate with job expectation· Previous experience with resource management preferably in the professional services discipline· Strong understanding of analytics, modeling, and forecasting · Previous experience with client facing activities · Strong presentation skills and presence in front of stakeholders at all levels· Excellent inter-personal, written and verbal communication skills· Ability to work with resources locally and remotely via phone and Zoom · Strong aptitude and desire to learn new technology and/or products· Proficient in Microsoft Office Suite applications including Word, Excel (i.e. pivot tables), and Outlook· Ability to foster an environment of collaboration, support, and success · Ability to influence others to find business oriented and collaborative solutions for complex issues· Ability to use data to find business insights and to drive data-based decisions· Knowledge of process improvement and facilitationIt is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.