Vice-President, Enterprise Onboarding & Operations Optimization (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

TheVice-President Enterprise Onboarding & Operations Optimization isaccountable for leading GreenShields enterprise onboarding enrollment andimplementation functions ensuring the seamless accurate and scalableimplementation of clients plans and members across all GreenShield portfolios(Group and Individual Insurance Claims Adjudication Benefits AdministrationThird-Party Administration (TPA) and Health services).

This role isresponsible for delivering a consistent high-quality onboarding enrollment andimplementation experience that enables operational readiness supports growthand protects the client and member experience from day one.

In addition toleading onboarding and enrollment the Vice-President has accountability forkey enterprise operations capabilities that strengthen service delivery acrossthe organization including the Enterprise Operations Business Partnership& Problem Resolution team and Enterprise Operations reporting. Throughthese capabilities the role ensures strong internal stakeholder partnershipcoordinated resolution of operational issues and clear performance visibilityfrom frontline operations through to executive leadership.

TheVice-President will lead a broad mandate that combines operational executionwith enterprise coordinationdriving standardization continuous improvementservice quality and operational transparency across onboarding enrollment implementationreporting business partnership and problem resolution. This role ensuresGreenShield has the governance insight and cross-functional alignment neededto deliver consistent outcomes and support enterprise growth.

Were lookingfor a strategic and execution-oriented leader with deep experience building andscaling complex operational functions and a strong track record of improvingquality speed transparency and experience through process disciplinestakeholder partnership and technology enablement.

This leaderbrings credibility with senior stakeholders strong operational judgment andthe ability to balance hands-on execution with enterprise-level thinking. Theyare equally comfortable leading core onboarding and enrollment operationsoverseeing performance reporting and service insights and ensuring complexoperational issues are resolved in a deliberate timely and sustainable way.

KeyResponsibilities

• 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 GreenShields 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 WERE 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.
• Bachelors degree in Business Administration or a related field; advanced degree preferred.

LeadershipBehaviors

• 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 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:

Chief