PBC Solutions is looking to fill a fulltime regular Operations Supervisor in our Document Processing department!

Please note: PBC Solutions is Headquartered in Saanichton, BC (a suburb of Victoria) . We operate in a hybrid in-person and virtual environment and the successful candidate is expected to have regular presence at the office.

About PBC Solutions:
PBC Solutions has been recognized as one of British Columbia's Top Employers for 2025!

PBC Solutions Ltd. was created in 2022 as a wholly owned subsidiary of PBC Health Benefits Society (operating as Pacific Blue Cross), #1 health benefits provider in BC. Our mandate is to design, transform, and deliver the benefits and claims administration services offered by governments and other large organizations along with our consortium partners DXC Advanced Solutions, NTT DATA, and EY.

Since the spring of 2023, PBC Solutions administers and leads the transformation and digitization of Health Insurance BC Services (HIBC) on behalf of the BC Ministry of Health. HIBC Services administers medically-necessary insured doctor and hospital services through the Medical Services Plan (MSP) and drug coverage through the PharmaCare and Fair PharmaCare programs. In the future, the business will expand to additional public and private client work.

Position Summary:
The Supervisor’s key roles are engaging with their staff, motivating, and mentoring. The position also acts as a point of contact for project related initiatives for the department and plays an active role within meetings and workshops collaboratively with other departments throughout PBC Solutions and the client.

Tight deadlines along with complex client policy and procedures require the supervisor to manage several streams of work with agility and confidence, and to utilize a diverse competency profile to motivate employees.

This position is designated as a Grid level 21, with a hourly range of $39.55 - $45.26 per hour.

Primary Duties:

• Lead the workforce to enhance employee engagement and performance, and to execute business goals, all within a high-performance culture.
• Coach, mentor, and develop employees for their growth and effectiveness of the department.
• Lead and promote the PBCS and Department culture including employee satisfaction.
• Customer focus: ensure strong business relationships are built internally and externally while working on daily activities and project-related initiatives.
• Play a key role in change management by encouraging innovation and creativity.
• Implement goals: create individual and team goals, while at the same time advocating employee empowerment and accountabilities.
• Utilizing and updating forecasting tools to assign workflow and oversee departmental activities.
• Identify and in cases lead Continuous Service Improvement (CI) opportunities.
• Investigate and resolve employee/client escalations regarding business policies or procedures.
• Attend and actively participate in internal and client facing meetings including Program Increment Planning (PI Planning).
• Exercise authority and make decisions as delegated in organizational policies or procedures.
• Identify gaps and opportunities for improvements in processes and services.
• Create briefings, work-flow maps, work instructions, procedures, summaries, and data analysis of processes and services.
• Support departmental management goals, exercises, and activities.
• Interpret, understand and comply to the Collective Agreement with support from the Manager and People & Culture (P&C).
• Other duties as assigned.

Required Education and Experience:

• High school diploma or GED equivalent, required, may be subject to standardized testing.
• Minimum 2 years' experience supervising an operational unit of a least 15 employees, in a corporate or government setting.
• Minimum 2 years’ experience in business process improvement with demonstrated results.
• Preferred University degree or post-secondary diploma in a related field including but not limited to, business administration, human relations, or public administration.
• Experience as a leader in a fast-paced organization leading, supporting, and developing direct reports.
• Intermediate knowledge of MS Office, Outlook, Excel, PowerPoint, and the ability to operate standard office equipment.
• Experience working in a unionized environment.
• A combination of education and experience may be considered.

Knowledge, Skills, and Abilities:

• Ability to effectively communicate both verbal and written.
• Knowledge of principles related to privacy and security of personal information.
• Ability to analyze call controls and customer situational judgment.
• Effective time management skills to effectively maintain a balanced workload.
• Ability to perform repetitive tasks.
• Ability to use a computer for prolonged periods of time.

Required Competencies:

• Effective Communication
• Conflict Management
• Organizational Savvy
• Decision Quality
• Teamwork
• Ensuring Accountability
• Feedback

What's in it for you
We offer a robust health & dental benefits plan. We also offer a Defined Benefit Pension Plan (PSPP), for all eligible employees, as well as various generous paid leaves.

We strive to create a workplace where everyone feels valued and employees feel empowered to freely participate and contribute regardless of race, ethnicity, gender or gender identity, sexual orientation, religion, ability, education level, parental status, or socioeconomic status.

PBC Solutions is an equal opportunity employer and welcomes applications from all qualified candidates.

To request an accommodation in completing this application, pre-employment testing, interviewing or otherwise participating in the employee selection process, please direct your inquiries to hr@pbcsolutions.ca

Candidates must be legally eligible to work in Canada. Preference may be given to Canadian Citizens and permanent residents.

Does this opportunity resonate with you?
Are you seeking a work environment that will challenge you, provide stretch opportunities, and support your success and growth? Then you've found your ideal work environment - Apply today please! We'd love to talk with you to explore this opportunity further with you.

Please note, if selected for this opportunity, you will be required to undergo a background check in accordance with PBC Solutions policies.

We sincerely thank all candidates for their interest, however only those selected to continue in the recruitment process will be contacted.

Please apply by August 13, 2025 by 4:00 PM PST. An eligibility list may be established for this position.

How we work

Our Guiding Principles

Honesty – We will be truthful. We will create a safe environment to communicate proactively, openly and with respect. We will be transparent and genuine with our interests.

Integrity – We will act consistently to do the right thing and ensure our words and actions align. Embracing opportunities and challenges, we will live our shared values and vision.

Reciprocity – We will strive for fair and balanced exchanges leveraging our unique strengths and resources, recognizing this requires an ongoing give and take. We will win and lose as one.

Autonomy – We respect and acknowledge the interests of each party. We trust each other to make decisions and act based on our diverse strengths to achieve our mutually desired outcomes.

Loyalty – We will be bold, brave, and committed to our relationship. As partners, we will advocate for one another, celebrate our successes, and have each other’s back through our challenges.

Equity – We commit to a balanced partnership. We will make decisions and act based on a fair assessment of capabilities, risks, constraints, and opportunities to achieve mutual success.

Our Intended Behaviours

Communication – We actively communicate in a timely, open, respectful, and responsive manner with the intent to gain understanding and find solutions.

Flexibility – We will be agile, adaptable, and creative to enable responsive service delivery and embrace challenges and change with an open-minded and positive attitude.

Perspective – We seek to understand interests, assumptions, actions, and diverse backgrounds by actively sharing and exploring all points of view.

Focus – We will use our Shared Vision as our North Star to evaluate, prioritize, and deliver successful results.

Trust & Confidence – We lead with trust. We consistently behave in ways that earn and inspire confidence by being credible, reliable, and transparent even when vulnerable.

Feedback – No surprises. We will maintain a strong relationship through timely, purposeful feedback in a safe, respectful, and collaborative environment.

Solution-oriented – We see possibilities rather than limitations. We use our diverse capabilities to develop options to resolve our challenges.