Jennifer Jacobs
Risk Control Manager
MEDICINE HAT,Alberta
Summary
Conscientious and compassionate professional with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers and team members to further company goals. Innovative, with a drive for helping employers recruit, develop and retain qualified candidates. Skilled at partnering with management teams to build employee-centric cultures promoting positive morale and optimizing productivity. Motivating and positive with excellent interpersonal, coaching and communication skills. Ready to leverage training and experience to take on new professional challenges.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Risk Control and Operational Support Manager
City of Medicine Hat
Medicine Hat, Alberta
01.2022 - Current
- Provide mentorship, coaching and leadership to teams.
- Establish measurable targets for teams that align with City of Medicine Hat values, goals, and objectives.
- Promote culture of learning and development through established development plans with short and long term goals for teams.
- Collaborate with team members to achieve target results.
- Guide and advise others in developing strategic plans on departmental staffing and retention issues.
- Proven successful working within tight deadlines and fast-paced atmosphere.
- Establish strategy for operations reporting and analytics, identifying key needs for deliverables while driving continuous improvement of processes.
- Produce accurate and timely collection reports, facilitating measurements, decision-making and engagement with stakeholders.
- Develop enterprise-level risk management practices and help promote them to instill strong culture of risk management.
- Analyze portfolios and identify risk factors, recommending risk-adverse underwriting strategies and treatment plans.
- Plan, organize, coordinate, and direct all administrative and operation support functions within department including, but not limited to; customer service, source control, risk management, procurement, human resources, building management and other initiatives for improvement of department.
- Responsible for fiscal management and reporting of operating budgets that align with City of Medicine Hat’s core values.
- Responsible for communicating effectively with senior leadership, to identify external and internal needs and provide all information necessary to make accurate and informed decisions.
- Research and initiate change in operational practices and procedures to improve operational effectiveness and efficiency, in compliance with established City policies and procedures.
- Provide administrative, technical, and management assistance to City Assets and other City departments regarding risk management, support systems, and related issues.
- Complete briefing notes, reports and supporting documentation as required.
- Work with key stakeholders and commercial customers to ensure regulatory compliance and key objectives.
- Manage all business and records management practices within Department to ensure consistency and alignment with corporate goals and objectives and in accordance with corporate policies.and procedures.
Superintendent Operations Support
City of Medicine Hat
Medicine Hat, Alberta
11.2020 - 01.2022
- Developed and implemented performance evaluations matrix for employees based on city values, and key dimensions of job.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Trained, mentored and motivated staff to instill desire for superior performance.
- Cross-trained existing employees to maximize team agility and performance.
- Lead and completed departmental review of all job descriptions.
- Expanded cross-functional organizational capacity by collaborating across department on priorities, functions and common goals.
- Recruited and hired top performers to add talent and value to department.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Maintained human resources regulatory compliance with local, provincial and federal laws.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Conducted detailed strategic business analysis and operational reviews, with recommendations to improve efficiencies and effectiveness of organization
- Maintained professional, organized and safe environment for employees and patrons.
- Provides administrative, technical, and management assistance to City Assets and other City departments regarding Risk Management, support systems, and related issues.
- Completed briefing note and supporting documentation as required.
- Established measurable targets for teams that align with CMH values, goals and objectives.
- Worked with key stakeholders and commercial customers to ensure regulatory compliance and key objectives.
- Developing risk, and compliance, and educational materials
- Researched, compiled, prepared, maintained and updated existing and ongoing records, key performance indicators and reports.
- Managed all business and records management practices within Department to ensure consistency and alignment with corporate goals and objectives and in accordance with corporate policies and procedures.
- Liaises with corporate departments on policy and procedure. related matters.
Regional Operations Manager
Alberta Health Services
Medicine Hat and South-zone, Alberta
04.2012 - 11.2020
- Lead team of one-hundred unionized members and five non-union leaders across five sites and within two departments.
- Created new contract compliant work outlines and schedules for various positions and classifications across multiple work units.
- Worked in collaboration with HRBP to manage complex performance cases, grievances, discipline, and disability cases.
- Enhanced regional departmental performance by implementing proven management processes to decrease expenses while increasing service and optimizing resources.
- Developed systems to track and log performance issues (i.e.) attendance awareness program, consistent documentation, training plans.
- Implemented process improvement though innovation, to shape organizational culture, optimize procedures for higher efficiency and help department and organization evolve and grow.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Facilitated training presentations, learning opportunities, strategic planning sessions.
- Advised on and implemented change management initiatives.
- Part of provincial working group in developing and implementing recruitment strategies to attract and retain valuable leaders in competitive market.
- Developed comprehensive educational materials for front line teams which promoted teamwork and job satisfaction.
- Identified recruitment and training needs, and developed tools to improve outcomes, which were implemented provincially.
- Coaching and mentoring others, providing constructive feedback to promote positive work culture.
- Conducted recruitment, selection, terminations, and performance management within multiple classification within workforce.
- Developed orientation manuals for new hires and training package for both union and nonunion workers.
- Identified and implemented actions to improve performance and achieve organizational goals and objectives
- Established strategies for increasing efficiency within human resource management and financial management.
- Built and facilitated multiple professional presentations provincially.
- Project management - lead multiple large projects with successful implementation and change management.
- Established outstanding business relationships with suppliers, business associates and stakeholders.
- Developed spreadsheets and processes to ensure check and balance in place and achieve expected outcomes.
- Gathered feedback from stakeholders through surveys and interviews and implemented improved methods for better outcomes
- Work in depth with word-processing software, spreadsheet software, and email software.
- Accountable for large complex budgets and financial analysis
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Created user-friendly employee handbook that was much easier to update and maintain than prior manual.
- Conducted exit interviews to better understand reasons why employees were separating from company.
- Oversaw food preparation and monitored safety protocols.
- Developed unique events and special promotions to drive sales.
- Kept facility compliant with health codes, sanitation requirements and license regulations, alleviating potentially heavy fines.
- Motivated staff to perform at peak efficiency and quality.
- Enhanced financial controls to minimize theft and loss risks, continuously maintaining accurate accounts and cash drawers.
Business Retention Research (Term Position)
Medicine Hat College
Medicine Hat, Alberta
01.2012 - 04.2012
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Identified issues, analyzed information and provided solutions to problems.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Engaged with community business owners to gather feedback on strategic priorities.
- Used Microsoft Word and other software tools to create documents and other communications.
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
- Assessed data using scientific methods while following important specifications.
- Modified databases to meet needs and goals determined during planning process.
- Designed and developed analytical data structures.
- Maintained energy and enthusiasm in fast-paced environment
Business Owner and Operator
Self Employed
Medicine Hat, Alberta
08.2006 - 09.2009
- Managed day-to-day business operations.
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Optimized team hiring, training and performance.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Managed budgets, collaborating with other departments to eliminate redundancies.
- Trained and developed team members to build human capital.
- Reconciled daily sales, returns and financial reports in QuickBooks.
- Maximized operational excellence mentoring personnel on management principles, industry practices and company procedures.
- Established foundational processes for business operations.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
- Introduced new methods, practices and systems to reduce turnaround time.
- Evaluated suppliers to maintain cost controls and improve operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Used knowledge of market trends to create value-added solutions resulting in significant increase in revenues.
- Developed sales presentations and promotion initiatives to key accounts to drive product sales and increase brand awareness.
- Maintained up-to-date administrative records to monitor operational conditions.
Supervisor Guest Services
Days Inn
Medicine Hat, Alberta
12.2001 - 11.2003
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Evaluated employee performance and coached and trained to improve weak areas.
- Created and delivered effective training materials and courses.
- Conducted employee evaluations to provide feedback and set expectations for future job performance.
- Maintained high employee satisfaction and performance with hands-on and collaborative style.
- Reviewed upcoming events and planned for expected challenges.
- Took notes on long-term and return customers in order to deliver personalized customer treatment and service.
- Developed and implemented strategies to improve guest experiences and build loyalty.
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Participated in financial activities such as setting room rates, establishing budgets and allocating funds to departments.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Streamlined operations to improve process efficiency.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Maintained compliance with company policies, objectives and communication goals.
- Monitored workflow to improve employee time management and increase productivity.
- Coordinated employee schedules to keep pace with business needs and meet company demands.
- Set and managed policies for concierge services and guest relations.
- Applied sales skills to maintain full hotel occupancy.
- Monitored expenditures to mitigate risk of overages.
Travel and Tourism Coordinator
Chamber of Commerce
Medicine Hat, Alberta
10.1999 - 12.2001
- Actively listened to customers, handled concerns quickly.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Identified issues, analyzed information and provided solutions to problems.
- Exceeded goals through effective task prioritization and great work ethic.
- Conducted research, gathered information from multiple sources and presented results.
- Resolved problems, improved operations and provided exceptional service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Carried out day-to-day duties accurately and efficiently.
- Created plans and communicated deadlines to complete projects on time.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Prepared variety of different written communications, reports and documents.
Education
Bachelor of Management - Business Management
Athabasca University
Athabasca, AB 2019 - 2022
Business Administration Diploma - Business Administration
Medicine Hat College
Medicine Hat Alberta 2010 - 2012
Certificate - Tourism -Travel Studies
Medicine Hat College
Medicine Hat, AB 1998 - 2000
Risk Management Certificate
McMaster University
Hamilton, ON 2022 - 2022
Applied Project Management Certificate
Medicine Hat College
Medicine Hat, AB 2021 - 2021
Management Growth Program
City of Medicine Hat
Medicine Hat, AB 2021 - 2021
Manager's Guide To Becoming A Great Change Leader
Alberta Health Services
Medicine Hat, AB 2018 - 2018
Managing A Unionized Workforce
Alberta Health Services
Medicine Hat, AB 2017 - 2017
Crucial Conversations
Alberta Health Services
Medicine Hat, AB 2017 - 2017
Leader As Coach
Alberta Health Services
Medicine Hat, AB 2016 - 2016
Building And Sustaining High Performance Teams
Alberta Health Services
Medicine Hat 2015 - 2015
Skills
Workforce improvements
undefinedAccomplishments
- Collaborated with team of five in the development of a Provincial Recruitment Strategy related to project area.
- Documented and resolved performance management concerns which led to termination without cause when required.
- Supervised team of over one-hundred staff members comprised of both non-union supervisors and frontline employees located at five different sites.
- Achieved highest provincial satisfaction results consecutively for multiple years.
- Created a toolkit used to support front line leaders in consistent management of recruitment, training, performance management, and attendance strategies.
- Achieved large financial organizational saving through analysis and innovative rebranding and implementation of commercial entity.
Highlighted in AHS as emerging leader; First Place Winner of Alberta Deans Case Competition;
- Highlighted as a top performing manager within Alberta Health Services and was highlighted in an organizational leadership video promoting my leadership style and accomplishments.
- Member of provincial working group in developing and implementing recruitment strategies to attract and retain valuable leaders in competitive market for Alberta Health Services.
- Transformed the commercial business within Nutrition Services at Medicine Hat Regional Hospital including rebranding, complete operational re-model, employee training and scheduling, renovation and construction.
- Was nominated for the Alberta Health Service Presidents Excellence Award.
- As the winner of the Alberta Deans case competition, I successfully conducted a comprehensive analysis and developed a strategic plan that would increase efficiencies while achieving the operational objectives and sustainability for a local business.
Timeline
Risk Management Certificate
McMaster University
2022 - 2022
Risk Control and Operational Support Manager
City of Medicine Hat
01.2022 - Current
Applied Project Management Certificate
Medicine Hat College
2021 - 2021
Management Growth Program
City of Medicine Hat
2021 - 2021
Superintendent Operations Support
City of Medicine Hat
11.2020 - 01.2022
Bachelor of Management - Business Management
Athabasca University
2019 - 2022
Manager's Guide To Becoming A Great Change Leader
Alberta Health Services
2018 - 2018
Crucial Conversations
Alberta Health Services
2017 - 2017
Managing A Unionized Workforce
Alberta Health Services
2017 - 2017
Leader As Coach
Alberta Health Services
2016 - 2016
Building And Sustaining High Performance Teams
Alberta Health Services
2015 - 2015
Regional Operations Manager
Alberta Health Services
04.2012 - 11.2020
Business Retention Research (Term Position)
Medicine Hat College
01.2012 - 04.2012
Business Administration Diploma - Business Administration
Medicine Hat College
2010 - 2012
Business Owner and Operator
Self Employed
08.2006 - 09.2009
Supervisor Guest Services
Days Inn
12.2001 - 11.2003
Travel and Tourism Coordinator
Chamber of Commerce
10.1999 - 12.2001
Certificate - Tourism -Travel Studies
Medicine Hat College
1998 - 2000
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