VICE-PRESIDENT, ENTERPRISE ONBOARDING & OPERATIONS OPTIMIZATION

Green Shield Canada (GSC); Toronto; On-site; CAD 180,000 - 260,000; Full time

Job summary

Green Shield Canada (GSC) seeks a seasoned leader to head Enterprise Onboarding & Operations Optimization. You will oversee onboarding, enrollment, and implementation, ensuring scalable, high-quality client experiences across all plans and services.

The role requires deep experience in enterprise operations, a track record of driving standardization, and a strong capability to partner with senior stakeholders while delivering measurable improvements in efficiency and service quality.

Qualifications

• Extensive senior leadership experience in enterprise operations, onboarding, enrollment, or related functions.
• Proven track record of transformation, standardization, and automation in large, matrixed organizations.
• Ability to balance strategic thinking with hands-on execution and cross-functional collaboration.

Responsibilities

• Lead and evolve the Enterprise Onboarding, Enrollment, and Implementation function across GreenShield.
• Own end-to-end onboarding, enrollment, and implementation processes from intake to steady-state operations.
• Direct and manage onboarding, implementation, and enrollment support activities for new business across the enterprise.

Skills

Senior leadership

Enterprise operations

Onboarding

Automation

Stakeholder management

Job description

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

TheVice-President, Enterprise Onboarding & Operations Optimization isaccountable for leading GreenShield’s 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 Administration,Third-Party Administration (TPA), and Health services).

This role isresponsible for delivering a consistent, high-quality onboarding, enrollment andimplementation experience that enables operational readiness, supports growth,and 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 partnership,coordinated 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 coordination—driving standardization, continuous improvement,service quality, and operational transparency across onboarding, enrollment, implementation,reporting, business partnership, and problem resolution. This role ensuresGreenShield has the governance, insight, and cross-functional alignment neededto deliver consistent outcomes and support enterprise growth.

We’re 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 discipline,stakeholder 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 operations,overseeing performance reporting and service insights, and ensuring complexoperational issues are resolved in a deliberate, timely, and sustainable way.

KeyResponsibilities

• Lead and evolve the EnterpriseOnboarding, Enrollment, and Implementation function, accountable forclient, 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 businessoccurring across the enterprise, including approach, timing, processes,plans, execution, client relationship management, and quality.
• Drive a consistent, unified, andelevated customer and client experience both within and acrossGreenShield.
• Ensure quality and accuracy, with agoal to be “error free”, in implementation, eligibility, plan build,enrollment, related solution configuration activities, and client-readycontract and booklet production.
• Partner with GreenShield's Lines ofBusiness (LOBs), the Quebec market, Client Segments, Technology, Product,and Enterprise Operations to enable growth, reduce friction, and improvetime-to-live for new clients and plans.
• Coordinate with internalstakeholders to ensure awareness of new clients and requirements,downstream impacts are understood and addressed, capacity implications areconsidered, and implementation schedules reflect operational realities.
• Lead transformation initiativesfocused on automation and technology, standardization, simplification, andcontinuous improvement to enable increased scalability/efficiency, createenterprise capacity for growth, and improve customer experience.
• Establish and manage performancemetrics related to timeliness, accuracy, quality, readiness, and clientexperience across onboarding and enrollment operations.
• Ensure that the Enterprise BusinessPartner & Problem Resolution function is effectively fulfilling itsmandate to be the single point of contact for all LOB EVPs, LOB SLTleaders, Quebec market lead, Client Segment leads, and Enterprise Salesleadership in relation to Enterprise Operations.
• Ensure that the Change AdvisoryBoard (CAB) is chaired and managed effectively to fulfill its mandate as the formal approval gate for non-standard requirements, implementationtiming, and enterprise capacity related to implementation timing.
• Ensure rapid, comprehensive, andconsistent issue resolution and communication related to all operationalissues, problems, questions, escalations, and strategic requests relatedto Enterprise Operations.
• Ensure strong internal stakeholderpartnership by enabling responsive, coordinated, and solutions-orientedengagement on operational priorities, issues, and service needs.
• Oversee the coordination andresolution of cross-functional operational issues and escalations,ensuring timely communication, clear accountability, and a focus onsustainable root-cause resolution.
• Oversee the development and use ofKPIs, dashboards, and enterprise reporting, ensuring performancevisibility from frontline operations through to executive leadership, andenabling data-informed decision-making, prioritization, and continuousimprovement.
• Ensure enterprise leaders haveclear, consistent, and actionable operational insights through structuredreporting and effective translation of performance data into businessimplications and improvement priorities.
• Support effective cross-functionalgovernance and integration across Enterprise Operations, ensuringinterdependencies are managed, information flows appropriately, andleaders are equipped to act quickly and cohesively.
• Support Enterprise Operationsleadership in responding to internal audit, risk, compliance, andregulatory requests relevant to operational performance, readiness, andissue 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 leadershipexperience in enterprise operations, onboarding, enrollment,implementation, solution configuration, or related functions, ideallywithin insurance, health, benefits administration, or financial services.
• Extensive senior leadershipexperience in enterprise operations, onboarding, enrollment,implementation, solution configuration, or related functions, ideallywithin insurance, health, benefits administration, or financial services.
• Demonstrated success leadingcomplex, cross-functional operational processes at scale withaccountability for quality, service, and business outcomes.
• Proven experience drivingtransformation, standardization, and automation in large, matrixedorganizations.
• Strong understanding of operational