Director, People Operations & Solutions

GreenShield; Toronto; On-site; CAD 150,000 - 210,000; Full time

Job summary

GreenShield is seeking a Director, People Operations & Solutions in Toronto to design, develop, deploy, and operate technology and analytics capabilities supporting our people strategy. You will lead operational delivery across payroll, case management, service intake, knowledge management, and service quality, while owning the Workday AMS operating model and governance.

You will drive process improvements, automation, and scalable solutions across People & Culture services.

Qualifications

• Undergraduate degree in HR, Business, Technology, Data Science, or related field.
• Certifications in PM, Change Management, BI Tools, Analytics are assets.
• Experience with HR data, reporting and analysis is an asset but not required.

Responsibilities

• Lead People Operations across payroll, case management, service intake/routing, knowledge management, controls, issue resolution, and service quality.
• Own Workday AMS operating model: governance, vendor coordination, releases, issue resolution, sustainment.
• Identify, design, and implement process improvements, automation and analytics-enabled ways of working.
• Provide leadership and oversight for the People Operations & Solutions team; balance strategic delivery with operations excellence.
• Govern data management for P&C operations and workforce planning; design reporting and dashboards.

Skills

Leadership

Process design

Technology solutioning

Data governance

Reporting & analytics

Education

Undergraduate degree in HR/Business/Tech/Data

Tools

Workday AMS

BI Tools (Tableau/PowerBI)

Job description

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 Director, People Operations & Solutions reports to the Executive Vice President, Head of People & Culture as part of GreenShield’s (GS) People & Culture (P&C) department. This role will be accountable to design, develop, deploy, and operate the technology and analytics capabilities and roadmap for the tools and data needed to support our strategy, operating model, structure, processes, and people.

This role will be focused on establishing business solutions that support and drive ongoing operational efficiency for our people and in service of our overall workforce. This role also establishes the digital foundation for outstanding service standards and pre-determines intake and access routes tailored to specific client groups.

This role will enable enhanced service delivery for our people processes to improve the employee and leader experience through enhanced insights and direct access to information and knowledge sharing.

This role will play a critical leadership role in for our people:

• Operational Frameworks, Process Improvements, or Direction Definition: Oversight and support in delivering the people, process and technology solutions of the P&C TOM.
• Organization Enablement: Optimized and enhanced interactions to enable future state experiences and outcomes.
• Technology & Analytics Enabler: Technical and analytics solutions to enable better outcomes.

The Director, People Operations & Solutions will be responsible for:

• People Operations: Lead operational delivery across payroll, case management, service intake/routing, knowledge management, controls, issue resolution, and service quality, ensuring reliable experiences for employees, leaders, and People & Culture stakeholders.
• Workday Application Management Service Management: Own and lead the ongoing Workday AMS operating model, including service governance, vendor coordination, release/enhancement prioritization, issue resolution, sustainment planning, and alignment of Workday capability to People & Culture priorities.
• Solutions / Process Optimization: Identify, design, and implement process improvements, automation, digital solutions, and analytics-enabled ways of working that simplify operations, improve efficiency, and increase scalability across People & Culture services.
• Team Leadership: Provide leadership, prioritization, coaching, resource planning, stakeholder alignment, and delivery oversight for the People Operations & Solutions team, balancing strategic project delivery with business-as-usual operational excellence.
• Technology Operations: Solution design, implementation, ongoing maintenance, solution support.
• Metrics: OKRs & Operational KPIs.
• Data: Governance, modelling & management for P&C operations, organization design, and the overall GreenShield workforce.
• Reporting: Design and quality assurance.
• Analytics: Supporting proactive decision-making for P&C operations, GreenShield organization design, and the overall people strategy and its workforce planning.

WHO WE'RE LOOKING FOR

KEY COMPETENCIES:

• Leadership: Strong leadership skills, self-driven and resourceful
• Process Design & Improvements: Problem-solving experience with the ability to analyze processes and provide innovative solutions in a collaborative, agile way from process design to implementation— experience with people and/or human resources processes and operations is an asset but not required.
• Technology Solution Design, Delivery & Support: Experience solving complex business challenges through technology. This includes providing direction as a subject matter expert capable of conceptualizing, designing, delivering, and managing ongoing support for technology solutions. Experience with people and/or human resources technology solutions is an asset but not required.
• Data, Reporting & Analysis: Proven experience in developing and implementing processes and solutions to support data, reporting and analyses. Experience with people and/or human resources data, reporting and analysis is an asset but not required.

SKILL COMPETENCIES:

• Strategic Thinker: Capable of seeing the big picture and anticipating future needs through planning.
• Detail-Oriented: Ensures accuracy and thoroughness in tasks by understanding their components.
• Technology solutioning: Requirements gathering, configuration or design, implementation, and strategic road mapping.
• Data: Governance, modelling, and familiarity with ETL processes.
• Reporting: Designing reports, dashboards, and overall compelling data visualizations.
• Analysis: Techniques such as root cause analysis, statistical modelling, and predictive modelling to influence decision-making, process, and solution design to provide insights to staff at all levels—from the front-line to executive levels.
• Communications: Stakeholder engagement, collaboration, managing, presenting findings while crafting and delivering compelling stories.
• Management: Through both formal decision-making authority and through influence to drive change.

Education

• Undergraduate degree in Human Resources, Business Administration, Technology, Data Science, or related field.
• Certifications or formal training in Project Management, Change Management, BI Tools (e.g., Tableau, PowerBI, etc.), Analytics, Data Management—these are assets but not required.

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!

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 [e-mail]. Information received relating to accommodation will be addressed confidentially.

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.