Director of Operations

Salary Range: $105,000 to $125,000 plus comprehensive benefits

About GIO The General Insurance OmbudService (GIO) was established in 2002 as Canada’s independent not-for-profit dispute resolution service for consumers of the Canadian property and casualty insurance industry. GIO provides fair, impartial, and no-cost assistance to Canadian consumers with concerns involving property and casualty insurance products, including home, automobile, and business insurance.

GIO is committed to service excellence, operational integrity, and maintaining the confidence of consumers, subscribers, regulators, and other stakeholders.

Position Summary Reporting to the Chief Executive Officer and Ombudsman, the Director of Operations is responsible for providing senior operational leadership across GIO’s internal operations, systems priorities, organizational planning, and resource management.

This role is intended to strengthen GIO’s operational capacity by ensuring that internal functions are well coordinated, appropriately resourced, and aligned with organizational priorities.

The successful candidate will be a practical, collaborative, and solutions-focused leader who is comfortable working in a lean organization and able to bring structure, accountability, and continuous improvement to internal operations.

Key Responsibilities Operational Leadership

Work collaboratively with the leadership team to oversee GIO’s internal operations and support efficient, consistent, and high-quality service delivery.

Lead operational planning and coordination to ensure processes and systems are aligned with GIO’s mandate, strategic priorities, and service expectations.

Monitor internal workflows, operational capacity, and resource utilization to support effective service delivery and organizational performance.

Promote continuous improvement across the organization and identify operational, service delivery, and reputational risks and work with internal leaders to develop practical mitigation strategies.

Ensure organizational compliance with applicable regulatory, governance, reporting, and operational obligations, and support related monitoring and reporting activities.

Support the Deputy Ombudsman in identifying operational improvements, workload pressures, reporting needs, workflow management priorities, and resource planning needs.

Ensure operational practices support GIO’s principles of fairness, impartiality, consistency, and timeliness.

Support the development of dashboards, KPIs, service metrics, and management reporting to assist organizational decision-making and continuous improvement.

Work collaboratively with GIO’s Technology Specialist to establish operational systems priorities and ensure technology improvements support organizational and service delivery needs.

Vendor and Resource Management

Provide oversight of operational relationships with external service providers.

Monitor service quality, deliverables, responsiveness, and value for money.

Support contract administration, renewals, budgeting, and vendor performance reviews.

Work with internal staff and external partners to ensure vendor services are aligned with GIO’s operational needs.

Policy, Process, and Controls

Support the development, implementation, and maintenance of operational policies, procedures, and internal controls.

Ensure appropriate documentation, consistency, and accountability across operational practices.

Identify opportunities to clarify processes, reduce duplication, and improve efficiency.

Support change management related to new processes, systems, and operational initiatives.

Qualifications and Experience

Post‑secondary education in business administration, public administration, operations management, or a related discipline.

Minimum five years of progressive leadership experience in operations, administration, service delivery, or organizational management.

Experience in regulatory, nonprofit, dispute resolution, complaints handling, insurance, financial services, or ombuds environment is strongly preferred.

Demonstrated success improving processes, workflows, service delivery, and organizational performance.

Experience working with CRM, case management, reporting, or enterprise systems. Microsoft Dynamics 365 experience is an asset.

Strong financial and business acumen, including experience with budgets, resource planning, and vendor relationships.

Bilingualism in English and French is an asset.

Excellent judgment, professionalism, and discretion.

Skills and Competencies

Strong leadership and people management capabilities.

Sound understanding of service standards, client experience, and operational accountability frameworks.

Ability to oversee functions without displacing established subject matter accountability.

Highly organized, with the ability to manage multiple priorities in a dynamic environment.

Analytical and solutions-focused, with strong attention to detail.

Excellent written and verbal communication skills.

Ability to translate organizational priorities into practical operational plans.

Comfortable operating at both strategic and hands‑on levels.

Collaborative leadership style with the confidence to drive change, accountability, and continuous improvement.

Strong interpersonal skills and the ability to work effectively with senior leadership, staff, service providers, and other stakeholders.

Compensation A competitive compensation package is offered, including a salary range of

$105,000 to $125,000 , commensurate with qualifications and experience, together with a comprehensive benefits package.

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