Senior Business Analyst, Virtual Care Operations

Description

Join our team

At 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 together

As 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 do

• Projects & Programs: Develop project plans, align cross‑functional stakeholders, manage risks and dependencies, track milestones, and ensure scope, quality, and timeline objectives are met
• Operational Excellence: Map and improve workflows, standardize standard operating procedures (SOPs), clarify escalation paths and handoffs, and introduce quality/compliance guardrails
• Business 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 makers
• Collaboration: Partner with leadership and cross-functional stakeholders (Clinical, Product, Sales, Technology, etc.) to ensure enablement is responsive to operational needs, strategic priorities, and regulatory requirements
• Driving 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 function

Qualifications

What you bring

• 5 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 preferred
• Demonstrated 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 alignment
• Deep commitment to operational excellence with solid experience in process optimization, workflow design, and implementation of best practices
• Data‑driven mindset with strong ability to define, monitor, and interpret KPI’s to develop insights in order to provide recommendations and drive improvements
• Advanced 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 data
• Strong communication and influence, skilled at engaging stakeholders; able to clearly present plans, status, risks, mitigations, cost impacts and tradeoffs, and outcomes
• Adaptability, comfortable operating in evolving, fast‑paced environments; able to prioritize effectively, and deliver results under changing conditions
• Strong communication, stakeholder influence, and ability to translate operational goals into clear plans, status updates, and outcomes
• Embody a growth mindset, resilient to change, comfortable with ambiguity, able to prioritize across competing demands, deliver under shifting conditions, adapt rapidly

Great‑to‑haves

• Prior experience specifically in virtual care / telehealth operations, remote patient services, or healthcare enablement
• University degree in business, project management, communications, or a related field
• Prior experience in delivering process improvement, change management, service level improvement, workforce modelling and operational efficiency projects
• Solid knowledge of healthcare privacy, compliance, and regulatory frameworks (e.g. PHIPA, PIPEDA, provincial privacy acts) along with project management fundamentals
• Bilingual (English / French)

Advanced 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.

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