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 believe health care is aright not a privilege and we are committed to improving health outcomesadvancing 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. Whats driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 across mental health essential medicinesand 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 WERE 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.
• Bachelors 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 ameans to earn a living. Our culture is one where everyones voice is heard andvalued. Because thats what it takesto create better health for all. We dare to challenge the status quo. And weredriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. Thats why we provide aplace 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 arecritical to our overall success. Inclusivity makes us a stronger smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isnt just about personalachievements its about making adifference together.

Heres 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 rolescollaborate 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 doesnt 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 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.

Required Experience:

Director