Director, Individual Direct Channel

When it comes to health, we’re always looking for ways to 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

Reporting to the Vice President Consumer Segment, the Director, Individual Insurance Direct Channel will lead direct channel growth, phone channel and sales, retention, group conversion, and profitability initiatives associated with the Individual Insurance business. Reporting to the director is a team of 17 individuals, including three direct reports (manager of phone channel, manager of retention, sales enablement and strategic initiatives, manager group conversion program), and a team of 12 licensed agents. Key responsibilities include:

• Build and run a best‑in‑class Call Centre Sales Function: leading both the in‑house sales team and oversight of external vendor (~35 licensed advisors overall), the director will design and execute on a transformative roadmap to elevate the performance of the phone channel and deliver best‑in‑class performance leveraging phone sales best practices, technology, and enterprise wide capabilities.
• Growth and Management of Group Conversion Program: The Director will transform GreenShield’s group benefits conversion program into an industry leader by implementing best‑in‑class initiatives related to operations, marketing, technology, and analytics.
• Growth and Management of the Direct to Consumer Program: The Director will work closely with the Enterprise Marketing function to optimize GreenShield’s distribution of Individual Insurance through direct response television and digital.
• Growth and Management of the Retention Program: The Director will optimize the performance of the individual insurance retention program, leveraging industry best practices, sales tools, and technology to elevate retention performance.
• Team Leadership & Culture Building: build and lead a high‑performing team, foster a culture of results focus, collaboration, accountability, and innovation.

WHO WE'RE LOOKING FOR

We’re not looking for just anyone. We’re looking for a unique individual with a big brain and a big heart who wants to help us create better health for all Canadians.

• 10+ years of progress insurance industry experience within Individual/Retail Insurance, preferably within Health and Dental, Travel and Life insurance
• Proven track record building, running and optimizing a phone sales channel, guiding people, technology, and process to deliver best in class results and client experience
• Proven track record managing sales programs including retention, group conversion, and/or direct to consumer strategies, guiding CRM / lead optimizing, leveraging propensity models to elevate growth, and bringing a deep client and analytical focus to achieving industry leading performance
• Exceptional financial and analytical aptitude extracting insights from data and formulating customer first strategies, optimizing sales performance, and P&L management
• Deep understanding of the individual insurance competitive landscape, including product, pricing, and direct to consumer sales strategies
• Excellent written and verbal communication, presents with confidence to executives and able to influence senior leaders across the organization
• Education: Bachelor’s degree in Business Administration, MBA or Master’s Level Qualification (nice to have)
• An experienced passionate people leader who attracts, nurtures and motivates talent, creating a culture of collaboration, results focus, and innovation

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 requestforaccommodation@greenshield.ca. 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).

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

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