Associate Director, Operations

ABOUT US

The Canadian Nurses Protective Society (CNPS) provides legal advice, risk management services, legal assistance and professional liability protection related to nursing practice to over 175,000 eligible Canadian nurses across all Canadian provinces and territories. With the CNPS, you will enjoy a dynamic work environment, a collegial atmosphere and a rewarding career that provides opportunities for contributions at the leading edge of developments in the delivery of health care services in Canada.

SCOPE OF POSITION

As the Associate Director, Operations with the Canadian Nurses Protective Society (CNPS), you will have the opportunity to leverage your strategic and operational customer service experience and training. You will contribute to delivering products and services designed specifically for nurses—work that is both personally and professionally rewarding.

The Associate Director, Operations, will oversee CNPS’s daily operations. This role involves supporting the Director, Operations in creating and executing operational plans aligned with the CNPS strategy, as well as supervising business processes and managing both the administrative support teams and the IT and Facility Management teams.

This position is directly responsible for supporting the Director, Operations in managing the legal administrative assistant roles, registration administrator roles and the Senior Manager of IT and Facilities Management.

KEY RESPONSIBILITIES

As the Associate Director, Operations, you will be accountable for a wide range of duties based on the organization’s needs. The main duties and responsibilities include:

• Assist the Director of Operations to develop operational plans that promote long-term success and growth;
• Ensure key performance metrics are met and plans are executed efficiently;
• Establish and maintain quality service standards by implementing process improvements and managing cost-effective technology procurement and upgrades;
• Identify, develop and implement ways to improve overall internal support services and external support to CNPS beneficiaries;
• Monitor day-to-day operational processes and recommend solutions for improvement;
• Oversee and manage beneficiaries service escalation;
• Create and implement operational policies;
• Support the alignment of operational processes and policies;
• Analyze and interpret data and metrics to evaluate processes performance;
• Create dashboards to monitor operational performance; and
• Manage with the Director of Operations, individual and support team performance.

REQUIREMENTS

• Bachelor’s degree in business administration, engineering or related field required;
• At least five years’ experience in healthcare, legal, insurance, or risk management;
• At least three years of experience in management in supporting hybrid and knowledge-based organizations;
• Skilled in finance and budget management, ensuring resources are used efficiently and expenditures stay within approved boundaries;
• Professional certifications in project management, data analysis, or risk management (preferred);
• Understanding of healthcare organisation in Canada and healthcare regulation (preferred);
• Experience with professional associations or membership-based organizations (preferred);
• Excellent verbal and written communication skills in both official languages;
• Knowledge of Microsoft Office and various types of software, such as customer relationship management and data analysis software;
• Ability to travel within Canada; and
• Ability and willingness to relocate to Ottawa.

KEY COMPETENCIES

Leadership: A confident, decisive, and self-aware leader who consistently demonstrates reliability and commitment to a high level of quality in their work. Collaborative, inclusive, and team focused. Understands the intricacies of managing a team in a growing organization.

Client excellence: Demonstrates genuine understanding of client concerns and shows empathy in addressing issues. Provides high-quality service consistently across all interactions and touchpoints.

Problem solving: Recognizes and anticipates implications of various courses of action. Seeks to understand by asking questions to improve service and processes. Gathers and processes relevant information and proposes solutions-based recommendations.

Communication: Provides clear messages both orally and in writing that are tailored to the intended audience. Demonstrates attentive listening and encourages others to share their ideas. Recognizes underlying concerns or feelings that may not be openly expressed.

Project and Change Management: Able to thrive in a fast paced, high-pressure environment while effectively managing changing and competing priorities. Applies change management practices to support successful adoption and minimize disruption. Monitors progress and make necessary adjustments when required.

RENUMERATION AND BENEFITS

In 2026, CNPS anticipates significant organizational growth. In this context, CNPS offers a competitive, flexible, and attractive total compensation package that reflects the value and strategic impact of its functions.

For this position, the annual salary range is between $90,000 and $115,000. This range reflects the expected compensation for candidates with at least five (5) years of experience who possess skills, strengths, and an experience profile that meet—or exceed—the requirements outlined for this role.

In addition to salary, CNPS offers all team members a comprehensive benefits package. The total compensation program includes, among other things:

• comprehensive health and dental care coverage;
• participation in the Healthcare of Ontario Pension Plan (HOOPP), one of the most advantageous defined benefit pension plans in Canada;
• access to organizational wellness and well-being support programs;
• paid vacation and sick days; and
• access to initiatives promoting work-life balance, including a telework policy currently allowing members of the team to work remotely up to three (3) days per week.

The total compensation program is reviewed annually to ensure its relevance, attractiveness, and competitiveness. CNPS is committed to attracting exceptional talent and is proud to offer highly competitive compensation at all career levels.

HOW TO APPLY

Interested individuals are invited to submit their application to the following address: hr@cnps.ca. We thank all applicants in advance for their interest in CNPS. However, only those candidates selected for an interview will be contacted.

The CNPS welcomes and encourages applications from people with disabilities. Accommodations measures are available on request throughout the selection process.