Director, Training, Quality And Workforce Management

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.

• 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 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).