Director, Enterprise Contact Centre Operations

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

Reporting to the Vice President, Enterprise Service, the Director, Enterprise Service leads the enterprise contact centre to deliver a consistent, digital-first and high-quality experience for members, providers and clients across GreenShield lines of business. This role translates enterprise service strategy into disciplined execution by optimizing people, processes, technology and capacity to achieve service, quality, experience and efficiency outcomes.

In partnership with Enterprise Service leaders, the Director advances automation, process optimization and AI-enabled ways of working, while building an engaged, inclusive and accountable leadership culture. The role leads manager-level contact centre leaders and provides visible advocacy for both customer and employee needs.

WHO WE'RE LOOKING FOR

• Significant progressive leadership experience, including 7+ years in a large-scale contact centre, customer service or enterprise operations environment.• Demonstrated success delivering operational performance, customer experience improvement and complex change across multiple stakeholder groups.
• Experience leading leaders and large frontline teams, with the ability to build coaching, performance management, business acumen and decision-making capability.
• Strong financial and analytical acumen, including budget management, capacity planning, workforce forecasting and interpretation of service and performance metrics.
• Expertise in change management, process improvement, performance management and operational governance.
• Ability to translate enterprise strategy into a multi-year contact centre roadmap and deliver digital-first service through self-service, automation, process optimization and practical use of AI.
• Demonstrated ability to identify service risks, resolve operational issues and maintain accountability for corrective actions and sustainable results.
• Strong stakeholder management skills, with the ability to influence priorities and partner across Workforce Management, Quality, Training, Billing, Technology, Product and business teams.
• Clear, concise and proactive communication, supported by sound judgement, transparency and the ability to provide decision-ready recommendations to senior leaders.
• Bachelor's degree in Business Administration or a related field, or an equivalent combination of education and senior operational leadership experience.

NICE TO HAVE

• Experience with Microsoft Dynamics 365 CRM.
• Experience with NICE telephony and contact centre technology.
• Experience in insurance, health benefits, financial services or another regulated service environment.
• Experience in a unionized environment.
• Experience advancing automation, self-service and AI-enabled operating models.

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.