MICHAEL OPHEK

Thornhill, ON 647-***-**** ad1wzh@r.postjobfree.com www.linkedin.com/in/michael-ophek

CUSTOMER EXPERIENCE MANAGER

Business Development ~ Client Relationship Management ~ Project Management ~ Procurement

Business Relationship Professional with comprehensive experience covering contract and vendor management, account and project management. Strengths lie in maximizing efficiencies developing and implementing solutions which improve processes and optimize resources. Driven to provide highest quality services to clients by analyzing needs, providing guidance, and implementing solutions to promote mutually beneficial outcomes. A skilled negotiator who fosters collaboration, leading teams to meet deadlines by ensuring contracts are properly coordinated, within budget, and achieving targets.

Needs/Requirements Analysis Account Acquisition Procurement Project Management Quality Control

Process Improvement & Optimization Account Management Vendor Management Negotiation & Resolution

Microsoft Office (Word, Excel, PowerPoint) Goldmine Citrix

PROFESSIONAL EXPERIENCE

Independent Electricity System Operator (IESO) Toronto, ON September Sept 2021 – Dec 2023

Procurement Specialist

Manage and facilitate the contract and RFx process supporting Communications, Legal, Market Assessment Compliance Division and Markets and Reliability teams. Ensure compliance with IESO’s internal procurement policies and directives.

Facilitation of procurement practices including RFx drafting, posting, scheduling, and managing procurement processes.

Category management duties including portfolio review and ensuring departmental collaboration

Enhancement of procurement tools and developing creative solutions to educate staff and to streamline processes.

Address and resolve contract management escalations and provide support for ongoing initiatives and strategic planning.

Public Health Ontario (PHO) Toronto, ON December 2020 – September 2021

Contract Manager

Manage and facilitate the contract and RFx process supporting PHO’s Information Technology and Laboratory Information Technology teams. Ensure compliance with PHO’s internal procurement policies and OPS directives.

Facilitation of procurement practices.

Enhancement of procurement tools and providing support to meet a diverse variety of stakeholder needs.

Address and resolve contract management escalations.

OECM Toronto, ON May 2017 - January 2020

Senior Supplier Relationship Manager

Managed and supported a wide range of OECM agreements. Led a team of contract specialists and analysts overseeing or managing the contract requirements and deliverables. Provided internal and external stakeholders with support and customer service. Ensured contract terms were consistently met, including monitoring supplier service levels and enforcing contractual responsibilities.

Improved efficiencies by developing solutions through tools such as “Click Mail" and a product directory navigation tool for customers.

Boosted revenue by 80% by assisting partners in promoting products / services and gaining new customers.

Ensured suppliers provided effective resolutions by negotiating on behalf of OECM and customers.

Established relationships with new customers and supported hundreds of existing customers.

ONTARIO TELEMEDICINE NETWORK (OTN) Toronto, ON June 2016 - March 2017

Senior Procurement Specialist

Developed, educated, led and facilitated procurement processes for departments specializing in IT, marketing, HR and privacy & security. Managed requests and identified best practices to achieve best value for money. Managed multiple complex RFxs, drafted RFxs, and providing pre- and post-RFx analysis and support for multiple stakeholders with complex requirements.

Defined end-to-end procurement process, soliciting input and buy-in from stakeholders and procurement team.

Improved communication and educational practices by leading initiatives to support and direct customer service.

AMERICAN EXPRESS Toronto, ON May 2015 - May 2016

Procurement Analyst (1-year contract)

Analyzed, contracted and procured services, ensuring regulatory and compliance requirements were met. Created agreements and facilitated processes for stakeholder groups across multiple markets globally, ensuring all legal and compliance requirements (ORC, OSFI, OFAC) requirements were met.

Completed forty requests in six months, receiving excellent customer service survey responses from business units.

Created a comprehensive global requirements guidebook covering end-to-end requirements, processes and sharing artifacts related to project intake, purchase order processes, project planning, etc.

Achieved business cost savings goals while developing a foundation for the business to utilize as a benchmark.

CENTRAL ONTARIO HEALTHCARE PROCUREMENT ALLIANCE Richmond Hill, ON July 2011 - December 2014

Strategic Sourcing Specialist

Capital Team Lead servicing all hospital departments across six member hospitals. Facilitated RFP processes for five hospitals encompassing 20 RFPs per year, overseeing the buying process and developing training guides / procurement procedures from development of scope through to contract execution for COHPA hospitals.

Developed and drafted RFx documents, facilitating RFP process for capital equipment across all hospital departments. Promoted regional collaboration through consolidating purchases from COHPA member hospitals. Negotiated contracts in conjunction with internal customers and managed agreements.

Identified new opportunities for cost savings / increased service coverage and developed strategies to enhance relationships with suppliers and customers.

Achieved all cost avoidance savings targets, aggregating volumes and reaching greater savings potential by liaising with hospitals and healthcare networks.

Enhanced reporting quality and improved efficiencies by developing processes aligned with contract management.

SUNNYBROOK HEALTH SCIENCES CENTRE Toronto, ON July 2010 - October 2010

Project Coordinator (3-month contract)

Developed and led RFP process for RHF Project in collaboration with research department, producing RFPs and purchase / installation contracts ranging from $250,000 to $1M. Responsible for project deliverables, accomplishing all requirements within three-month period including establishing a rollout strategy, purchasing research and facilities related equipment and resolving incomplete orders. Organized project equipment schedule, identified risks, supported project managers, and generated reports.

Exceeded procurement targets and ensured equipment goals were clearly defined / attained through streamlined RFP processes.

ENERGYSHOP Richmond Hill, ON May 2009 - January 2010

Program Manager

Led customer service team and directed implementation of Conservation and Demand Management Program across seven hydro utilities and 25,000 customers in Ontario.

Ensured project deliverables were met by tracking project status / metrics, analyzing data and presenting comprehensive reports to senior management.

Exceeded goals by 100% and exceeded OPA and Energyshop targets for all utilities.

HEALTHCARE FURNISHINGS Markham, ON February 2008 - April 2009

Regional Sales Manager

Led sales, marketing and sourcing. Directed support team in providing excellent customer service and efficient processing.

Developed new business through cold calling, presentations, negotiation and generated repeat business by regularly meeting / exceeding client expectations after determining needs and requirements.

Won major bids after creating and implementing comprehensive action plans.

Ensured satisfaction of sales objectives by tracking, monitoring and evaluating sales data.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Commerce in Entrepreneurial Management Royal Roads University, Victoria, BC 2001

International Business and Marketing, Honours Seneca College of Applied Arts and Technology, Toronto, ON 2000

Schulich School of Business workshop -Negotiating Strategies for Managers July 2019

Facilitation Skills Workshop 2017

Skill Path Seminar - How to Excel at Managing and Supervising People May 2017

AMEX internal courses for Banking Regulatory and Compliance May 2015

HSCN Innovation Procurement Toolkit Training November 2014

HSCN Process re-Engineering September 2014

SCMA Capital equipment Procurement & Contracting March 2014

Fasken Martineau Common Tendering & Contracting Templates April 2012

HSCN Healthcare Certificate in Strategic Sourcing August 2013

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