*This role is available in Toronto or Windsor
WHO WE ARE
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
The Director, Training, Quality & Workforce Management is a strategic leadership role responsible for shaping and executing an integrated strategy across three critical operational pillars: employee learning and development, service quality assurance, and workforce optimization. This role will lead cross-functional teams to drive performance excellence, operational efficiency, and a culture of continuous improvement across GreenShield’s service delivery functions.
Strategic Leadership & Vision
- Develop and execute a unified strategy that aligns training, quality, and workforce management with GreenShield’s enterprise goals and values.
- Champion innovation in learning technologies, quality methodologies, and workforce planning tools to enhance service delivery and employee experience.
- Serve as a key advisor to senior leadership on performance trends, operational risks, and strategic opportunities.
Training & Learning Development
- Oversee the design and implementation of scalable, high-impact training programs across multiple business lines and delivery formats (in-person, virtual, digital).
- Lead a team of training professionals to build a culture of learning and capability development.
- Partner with internal stakeholders and external vendors to deliver specialized training aligned with business needs.
- Use data-driven insights to evaluate training effectiveness and inform continuous improvement.
Quality Assurance & Service Excellence
- Lead the development and execution of a strategic quality assurance framework across contact centre, claims, onboarding, and client administration.
- Drive continuous improvement through root cause analysis, AI-enabled insights, and digital-first initiatives.
- Oversee the creation of dashboards, scorecards, and stakeholder reporting to ensure transparency and accountability.
- Collaborate cross-functionally to align quality standards with training and operational practices.
Workforce Management & Optimization
- Lead workforce planning, forecasting, and scheduling across service operations to ensure optimal coverage and resource utilization.
- Implement data governance practices and real-time operational adjustments to meet service level targets.
- Collaborate with People & Culture, Training, and Operations to support staffing, onboarding, and career pathing.
- Provide strategic input into budget planning, productivity analysis, and labour relations.
Team Leadership & Culture Building
- Build and lead high-performing teams across training, quality, and workforce management functions.
- Foster a culture of collaboration, accountability, and innovation.
- Promote DEI principles and inclusive leadership practices across all areas of responsibility.
WHO WE'RE LOOKING FOR
- 7+ years of progressive leadership experience in training, quality assurance, and/or work force management.
- Proven success in developing and executing enterprise-wide strategies that drive operational excellence.
- Strong understanding of contact centre operations, insurance services, and digital transformation.
- Expertise in instructional design, QA methodologies (Lean, Six Sigma), and workforce planning tools.
- Experience with speech analytics platforms, LMS, and data visualization tools (e.g., Power BI).
- Exceptional communication, stakeholder engagement, and change management skills.
- Post-secondary education in Business Administration, Organizational Development, or related field; advanced degree preferred.
- Bilingualism (English/French) 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 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).
