OPERATIONS SUPERVISOR (HYBRID)

WHO WE ARE
When it comes to health, we’re always looking for waysto push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.

We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place.
We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.

Our mission is to create better health for all Canadians, and we know that starts with our employees.

THE ROLE IN A NUTSHELL

• Proactively managing operations metrics to meet or exceed set results
• Tracking, reviewing and escalating variations in performance standards impacting operations
• Understanding contractual agreements and the performance measures
• Acting as primary point of contact for Operation Analysts, Shared Services, and other stakeholders to answer questions, provide direction, escalate issues, and provide support through issue resolution
• Leading scheduled Client operational status meeting to discuss projects, questions, and priorities.
• Working with the team to implement action plans for performance standards below targets
• Coordination of client updates with the CSM to ensure successful Annual Enrollments
• Centralized SLA reporting (leverage PowerBI, SharePoint, other)
• Identifying and eliminating manual efforts through streamlining and automation efforts
• Initiating ideas and leading discussions for client improvements that may yield higher quality or more efficient delivery
• Understanding best practices and ensure the team adheres to them
• Identify and eliminate manual efforts, through leveraged tools and automation efforts
• Integrating operations resources with Customer Care resources to provide seamless participant resolution support with focus on participant experience
• Integrating operational units (SaaS and Outsourcing service models) to ensure optimized service delivery
• Operations subject matter expert to CSM’s and support teams

• Minimum 3 years’ experience Health & Welfare Benefit administration experience in a leadership role
• Minimum 5 years’ experience in operations
• Project management experience
• Strong problem-solving skills
• Strong organizational, analytical, and Project Management skills
• Exceptional written and verbal communication skills
• Can adapt to new information and change approach to achieve objectives as needed.
• Ability to multi-task and thrive in a fast paced, high pressure environment
• Proficient in Microsoft Excel, Outlook, Project, Word, Visio and PowerPoint
• Keen attention to detail.
• Ability to communicate with others, including clients, in a clear, effective and professional manner on the phone, via email and in person; and the demonstrated use of good written and verbal communication skills.
• A strong consultative approach to problem-solving and project management, and a desire to exceed client expectations at every turn
• High emotional intelligence and ability to resolve conflict wherever it arises
• Highly self-motivated and team-oriented
• Highly organized and efficient with exceptional follow-through

NICE TO HAVE

• Bilingualism (English & French)
• CEBS Designation
• PMP certification
• LEAN Six Sigma experience is an asset

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!

A FEW MORE DETAILS
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 . Information received relating to accommodation will be addressed confidentially.

Providing this information gives GS consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).