Operations Analyst, Workforce Planning (hybrid)

Operations Analyst, Workforce Planning

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.

As the Operations Analyst, Workforce Planning you will play a critical role in enabling data-driven decisions by developing robust, bottom-up capacity models. Your work will directly inform resource planning, process optimization, and operational efficiency initiatives across the enterprise (Time frame 1-3 years outlook).

This role is ideal for someone who thrives in building data-rich environments, understands operational workflows, and can translate granular activity data into actionable insights and models that drive workforce and process planning. You will partner closely with business units and CI leads to gather inputs, analyze trends, and build scalable forecasting tools.

Capacity Modeling & Analysis (60%)

• Build and maintain detailed bottom-up capacity models using activity-based inputs, volume drivers, time standards, and productivity benchmarks.
• Collaborate with front-line teams to gather task-level data (e.g., time studies, volumes, transaction frequency).
• Develop models to simulate multiple demand and resourcing scenarios.
• Ensure models reflect real-world operations and adjust assumptions as needed.

Data Collection & Visualization (20%)

• Collect, clean, and organize operational data from various sources (e.g., Excel, internal systems, time tracking tools).
• Visualize trends, resource utilization, and capacity gaps using tools such as Power BI and Excel.
• Support the creation of dashboards and reporting tools to track capacity performance and inform CI initiatives.

CI Project Support & Reporting (15%)

• Support the CI team in enterprise-wide process improvement initiatives by providing analytical support, performance baselining, and return on investment calculations.
• Identify inefficiencies, bottlenecks, and opportunities for improvement through data-driven insights.

Stakeholder Collaboration (5%)

• Work closely with Process Improvement Specialists, business unit managers, and frontline employees to validate assumptions and ensure model accuracy.
• Present findings and model outputs in a clear, actionable format for decision-makers.

Who We're Looking For

• University Degree or College Diploma -with a focus on Business, Mathematics, Analytics.
• 2–4 years in operations analysis, capacity planning, workforce modeling, or related analytical or strategic roles.
• Experience in operational environments such as shared services, call centers, claims adjudication, clinical health, or enterprise onboarding & enrollment.
• Advanced Excel skills (e.g., complex formulas, pivot tables, data modeling, Power Query).
• Proficiency in data visualization tools.
• Strong analytical and problem-solving abilities.
• Knowledge of Lean or process improvement principles.
• Expert-level understanding of Microsoft Suite (PowerBI, Excel, Powerpoint, etc.) is essential.
• Proficiency in the use of Microsoft Power Platform automation tools (Power Query, Power Automate, etc.).
• Demonstrated ability to handle confidential information.
• Excellent communication skills, both oral and written.
• Energetic self-starter with ability to work with minimal supervision.
• Well organized team player with passion for customer service.

Nice To Have

• Understanding of health and benefits industry
• Master's degree or certifications in Lean Six Sigma or Operations Research
• Experience with languages such as SQL, Python, or R
• Bilingual French/English

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).