Vice-President, Enterprise Onboarding & Operations Optimization (Hybrid)

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.

• 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 acumen and business judgment.