Senior Business Analyst, Virtual Care OperationsLocation: Toronto, ON, CA Montréal, QC, CA Calgary, AB, CA Vancouver, BC, CAJobs by Category: HealthJob Function: Health SolutionsStatus: Full TimeSchedule: RegularDescriptionJoin our teamAt TELUS Health, we are looking for a driven Senior Business Analyst who is deeply passionate about operational and execution excellence, and delivering virtual healthcare to millions of Canadians. You’ll play a critical role in scaling how our operations work - not just the what, but the how. As part of the TELUS Health Virtual Care (THVC) organization, you’ll lead enablement efforts, support delivery of complex projects and deep dive data to provide insightful recommendations while ensuring that the operational foundation is solid, scalable, and well‑equipped to meet tomorrow’s challenges.You will partner closely with cross‑functional teams to uncover and address operational gaps, design and drive enablement initiatives, and translate business objectives into measurable operational deliverables. You will build repeatable processes, and ensure the tools, people, and systems are aligned for sustainable growth.We are seeking a results‑driven professional who thrives in fast‑paced environments, delivers positive impacts and outcomes, and holds operational discipline as a core strength. Someone who loves problem solving and never settles for “good enough” when excellence is possible.Our team and what we’ll accomplish togetherAs Senior Business Analyst, you will lead project and program launches, operational readiness, deliver insights, uncover opportunities to improve service levels and provide recommendations using data analytics and continuous improvement initiatives.Together, we’ll build scalable enablement systems that support new initiatives end‑to‑end: designing enablement materials, delivering pilot training, gathering feedback, and refining the approach as we grow. Operational excellence will be at our core: We’ll define, monitor, and iterate on performance metrics, standardize best practices, streamline workflows, and develop tools to ensure consistency and efficiency.What you’ll doProjects & Programs:Develop project plans, align cross‑functional stakeholders, manage risks and dependencies, track milestones, and ensure scope, quality, and timeline objectives are metOperational Excellence:Map and improve workflows, standardize standard operating procedures (SOPs),



clarify escalation paths and handoffs, and introduce quality/compliance guardrailsBusiness Performance & Monitoring:Define, monitor, and report enablement metrics (e.G. service levels, wait times, project delivery performance, readiness indicators) across multiple systems, using data to identify gaps and present recommendations to decision makersCollaboration:Partner with leadership and cross‑functional stakeholders (Clinical, Product, Sales, Technology, etc.) to ensure enablement is responsive to operational needs, strategic priorities, and regulatory requirementsDriving Improvement:Identify gaps in resources, capabilities, and/or processes; design and lead interventions to close them, progressively increasing the maturity and impact of the enablement functionQualificationsWhat you bring5 years of progressive experience in operations, enablement, project management or similar roles; experience in virtual care, healthcare services, or regulated, high‑customer‑impact environments is strongly preferredDemonstrated track record of building or scaling enablement functions - onboarding, training, tool development, continuous learning, feedback systems and workforce forecasting.Solid program and project management expertise with ability to manage cross‑functional projects from idea through execution; adept at risk management,Commitment‑Based Management (CBM), and stakeholder alignmentDeep commitment to operational excellence with solid experience in process optimization, workflow design, and implementation of best practicesData‑driven mindset with strong ability to define, monitor, and interpret KPI’s to develop insights in order to provide recommendations and drive improvementsAdvanced knowledge in the use of Microsoft Excel and/or Google Sheets (e.G. pivot tables, complex formulae and data manipulation) to help tell a story using dataStrong communication and influence, skilled at engaging stakeholders; able to clearly presentplans, status, risks, mitigations, cost impacts and tradeoffs, and outcomesAdaptability, comfortable operating in evolving,



fast‑paced environments; able to prioritize effectively, and deliver results under changing conditionsStrong communication, stakeholder influence, and ability to translate operational goals into clear plans, status updates, and outcomesEmbody a growth mindset, resilient to change, comfortable with ambiguity, able to prioritize across competing demands, deliver under shifting conditions, adapt rapidlyPrior experience specifically in virtual care / telehealth operations, remote patient services, or healthcare enablementUniversity degree in business, project management, communications, or a related fieldPrior experience in delivering process improvement, change management, service level improvement, workforce modelling and operational efficiency projectsSolid knowledge of healthcare privacy, compliance, and regulatory frameworks (e.G. PHIPA, PIPEDA, provincial privacy acts) along with project management fundamentalsAdvanced knowledge of English is required because you will most of the time interact in English with external parties (clients, suppliers, candidates, external partners, etc.); interact in English with internal parties (colleagues, internal partners, stakeholders, etc.); and work with IT tools whose interface is only accessible in English as part of this position's main responsibilities given its national scope.BenefitsSalary Range: $70,000-$120,000Performance Bonus or Sales Incentive Plan: 12%Actual total compensation will be determined based on factors such as knowledge, skills, performance and experience. We encourage all qualified candidates to apply, even if the posted salary range doesn't match your expectations. We're open to discussing competitive compensation packages tailored to your experience level and expertise.Comprehensive total rewards package highlighting market-competitive salary and bonus structures, minimum 3 weeks of vacation, and flexible benefits plan to meet the needs of you and your familyFlexibility to work in‑office, virtually or a combination of both, based on the role's requirementsGenerous company matched pension and share purchase programsOpportunity to give back to communities in which we work, live and serveCareer growth and learning & development opportunities to develop your skillsAnd much more …We’re committed to diversity and equitable access to employment opportunities based on ability.#J-18808-Ljbffr

📌 Senior Business Analyst, Virtual Care Operations - C$70,000 - C$120,000 A Year (Shubenacadie)
🏢 TELUS Health
📍 Shubenacadie