Director, Enterprise Contact Centre Operations - Hybrid

WHO WE ARE

GreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider ("payvider") model, we offerinsurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

THEROLE IN A NUTSHELL

Base Salary: Range Exempt

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 visibleadvocacy 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!

AFEW MORE DETAILS
Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through View email address on ca.hrm.tc. Information received relating toaccommodation will be addressed confidentially.

Providing this information givesGS consent to use your personal information to assess your suitability forspecific positions, future opportunities or for your personnel file. Yourrésumé will be held in strict confidence and will be viewed only by theOrganization. Information may be stored outside of Canada and could be used foraggregate 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.