WHO WE ARE
GreenShield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.
Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through GreenShield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.
At GreenShield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.
THE ROLE IN A NUTSHELL
The Vice-President, Enterprise Onboarding & Operations Optimization is accountable for leading GreenShield’s enterprise onboarding, enrollment, and implementation functions, ensuring the seamless, accurate, and scalable implementation of clients, plans, and members across all GreenShield portfolios (Group and Individual Insurance, Claims Adjudication, Benefits Administration, Third-Party Administration (TPA), and Health services).
This role is responsible for delivering a consistent, high-quality onboarding, enrollment and implementation experience that enables operational readiness, supports growth, and protects the client and member experience from day one. In addition to leading onboarding and enrollment, the Vice-President has accountability for key enterprise operations capabilities that strengthen service delivery across the organization, including the Enterprise Operations Business Partnership & Problem Resolution team, and Enterprise Operations reporting. Through these capabilities, the role ensures strong internal stakeholder partnership, coordinated resolution of operational issues, and clear performance visibility from frontline operations through to executive leadership.
The Vice-President will lead a broad mandate that combines operational execution with enterprise coordination - driving standardization, continuous improvement, service quality, and operational transparency across onboarding, enrollment, implementation, reporting, business partnership, and problem resolution. This role ensures GreenShield has the governance, insight, and cross-functional alignment needed to deliver consistent outcomes and support enterprise growth.
We’re looking for a strategic and execution-oriented leader with deep experience building and scaling complex operational functions, and a strong track record of improving quality, speed, transparency, and experience through process discipline, stakeholder partnership, and technology enablement.
This leader brings credibility with senior stakeholders, strong operational judgment, and the ability to balance hands-on execution with enterprise-level thinking. They are equally comfortable leading core onboarding and enrollment operations, overseeing performance reporting and service insights, and ensuring complex operational issues are resolved in a deliberate, timely, and sustainable way.
Key Responsibilities
- Lead and evolve the Enterprise
Onboarding, Enrollment, and Implementation function, accountable for
client, plan, and member implementation and onboarding across GreenShield.
- End-to-end ownership of onboarding,
enrollment, and implementation processes, from intake and setup through operational readiness and handoff to steady-state operations.
- Direct and own all onboarding,
implementation, and enrollment support activities for new business
occurring across the enterprise, including approach, timing, processes,
plans, execution, client relationship management, and quality.
- Drive a consistent, unified, and
elevated customer and client experience both within and across
GreenShield.
- Ensure quality and accuracy, with a
goal to be “error free”, in implementation, eligibility, plan build,
enrollment, related solution configuration activities, and client-ready
contract and booklet production.
- Partner with GreenShield's Lines of
Business (LOBs), the Quebec market, Client Segments, Technology, Product,
and Enterprise Operations to enable growth, reduce friction, and improve
time-to-live for new clients and plans.
- Coordinate with internal
stakeholders to ensure awareness of new clients and requirements,
downstream impacts are understood and addressed, capacity implications are
considered, and implementation schedules reflect operational realities.
- Lead transformation initiatives
focused on automation and technology, standardization, simplification, and
continuous improvement to enable increased scalability/efficiency, create
enterprise capacity for growth, and improve customer experience.
- Establish and manage performance
metrics related to timeliness, accuracy, quality, readiness, and client
experience across onboarding and enrollment operations.
- Ensure that the Enterprise Business
Partner & Problem Resolution function is effectively fulfilling its
mandate to be the single point of contact for all LOB EVPs, LOB SLT
leaders, Quebec market lead, Client Segment leads, and Enterprise Sales
leadership in relation to Enterprise Operations.
- Ensure that the Change Advisory
Board (CAB) is chaired and managed effectively to fulfill its mandate as
the formal approval gate for non-standard requirements, implementation
timing, and enterprise capacity related to implementation timing.
- Ensure rapid, comprehensive, and
consistent issue resolution and communication related to all operational
issues, problems, questions, escalations, and strategic requests related
to Enterprise Operations.
- Ensure strong internal stakeholder
partnership by enabling responsive, coordinated, and solutions-oriented
engagement on operational priorities, issues, and service needs.
- Oversee the coordination and
resolution of cross-functional operational issues and escalations,
ensuring timely communication, clear accountability, and a focus on
sustainable root-cause resolution.
- Oversee the development and use of
KPIs, dashboards, and enterprise reporting, ensuring performance
visibility from frontline operations through to executive leadership, and
enabling data-informed decision-making, prioritization, and continuous
improvement.
- Ensure enterprise leaders have
clear, consistent, and actionable operational insights through structured
reporting and effective translation of performance data into business
implications and improvement priorities.
- Support effective cross-functional
governance and integration across Enterprise Operations, ensuring
interdependencies are managed, information flows appropriately, and
leaders are equipped to act quickly and cohesively.
- Support Enterprise Operations
leadership in responding to internal audit, risk, compliance, and
regulatory requests relevant to operational performance, readiness, and
issue resolution.
- Build and lead a high-performing,
engaged team, embedding a culture of accountability, responsiveness,
collaboration, and continuous improvement.
WHO WE'RE LOOKING FOR
- Extensive senior leadership
experience in enterprise operations, onboarding, enrollment,
implementation, solution configuration, or related functions, ideally
within insurance, health, benefits administration, or financial services.
- Extensive senior leadership
experience in enterprise operations, onboarding, enrollment,
implementation, solution configuration, or related functions, ideally
within insurance, health, benefits administration, or financial services.
- Demonstrated success leading
complex, cross-functional operational processes at scale with
accountability for quality, service, and business outcomes.
- Proven experience driving
transformation, standardization, and automation in large, matrixed
organizations.
- Strong understanding of operational
risk, data accuracy, readiness, and the downstream impacts of onboarding
and enrollment quality on client, member, and business outcomes.
- Strong financial, operational, and
analytical acumen, including experience managing operational performance,
capacity, and service effectiveness.
- Exceptional communication and
stakeholder leadership skills, with the ability to influence senior
leaders and build trusted partnerships across functions and lines of
business.
- Experience leading, interpreting,
and using operational metrics, dashboards, and performance reporting to
improve visibility, accountability, and decision-making.
- Experience overseeing complex issue
resolution, service recovery, or enterprise escalation processes, with a
focus on root-cause resolution and sustainable improvement.
- Bachelor’s degree in Business
Administration or a related field; advanced degree preferred.
Leadership
Behaviors
- Results-focused, with the ability
to balance pace, quality, and risk.
- Leads with an end-to-end service
mindset, understanding the impact of decisions and execution across the
full client, member, and operational experience.
- Drives consistency and quality,
setting high standards for execution, follow-through, and operational
discipline.
- Creates accountable integration
across teams, ensuring alignment, transparency, and coordinated action
across functions and levels of the organization.
- Brings strong ownership and
accountability for outcomes, balancing pace, quality, risk, and
sustainability.
- Communicates clearly and
proactively, translating operational complexity into practical direction,
decisions, and action.
- Builds trust and credibility
through sound judgment, responsiveness, and a practical,
solutions-oriented leadership style.
- Leads people with clarity and care,
creating an environment of inclusion, high expectations, and continuous
improvement.
THE CULTURE
We believe a career should be meaningful. Not just a
means to earn a living. Our culture is one where everyone's voice is heard and
valued. Because that’s what it takes
to create better health for all. We dare to challenge the status quo. And we’re
driven by people who have challenged theirs. We believe that your
workplace should empower you to be the best version of yourself. That’s why we provide a
place where you can be inspired, challenged, and rewarded.
Where your growth means our growth.
Where your voice is heard and valued.
Where your work has purpose. And purpose matters.
We believe our people are
critical to our overall success. Inclusivity makes us a stronger, smarter and
more informed organization. Being intentionally inclusive of diverse
backgrounds, perspectives and experiences will enhance our company culture to
positively impact how we support our communities. A career at GreenShield isn’t just about personal
achievements, it's about making a
difference together.
Here’s to Better Health for All!
A
FEW MORE DETAILS
Proficiency in English is required
for this position. As part of this role, you will be required to communicate
with colleagues or customers who use English as their primary language. By requiring English proficiency for this
position, we aim to ensure that our employees can excel in their roles,
collaborate, and communicate effectively, and contribute to the success of our
organization.
GS supports diversity, equity and inclusion in our teams and communities, and we value the unique contributions made by all. Even if your experience doesn’t align perfectly to every requirement, we invite you to apply. We encourage applications from all candidates and will accommodate needs under human rights legislation throughout all stages of the recruitment and selection process. Please let us know of any accommodation through requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.
Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).
AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.
