General Manager, Operations & Client Delivery

Tdotimm; Toronto; Sur place; CAD 110 000 - 170 000; Plein temps

Résumé du poste

TDOT Immigration in North York, ON is seeking a Head of Operations to lead daily operations and oversee service delivery from client intake to file completion.

You will manage teams, coordinate workloads, assign owners, track stages and due dates, and drive timely follow-up to ensure consistent service quality.

A hands-on leader, you will build reliable processes, address operational challenges and provide the CEO with clear updates and recommendations for growth.

Qualifications

• Experience in operations management or general management or service delivery leadership.
• Experience leading teams, workloads and deadlines in a client-focused business.
• Experience in immigration, legal or professional services operations preferred.
• Ability to develop procedures, improve workflows and address recurring operational problems.
• Experience managing employee performance and holding teams accountable to measurable expectations.
• Strong understanding of capacity planning, workload allocation and service quality monitoring.
• Proficiency with CRM systems, task-management tools and operational reporting.
• Strong communication skills and ability to coordinate across teams; discretion and confidentiality.

Responsabilités

• Oversee operational workflows, staffing, service standards and team capacity across the client delivery process.
• Ensure every active client matter has an owner, an accurate stage, a clear next action and a due date.
• Lead daily check-ins and weekly operational meetings to review priorities and reduce backlogs.
• Allocate work based on capacity, case complexity and deadlines.
• Manage operational employees and team leads, setting clear expectations and monitoring performance.
• Coordinate handoffs between administration, document collection, case preparation, RCIC review and QA.
• Establish and monitor SLAs and internal turnaround targets.
• Implement SOPs and process improvements.
• Maintain monday.com boards with owner, stage, next action and deadline.
• Resolve escalations and refer professional immigration questions to RCIC.
• Investigate recurring errors and implement corrective action.
• Maintain dashboards on workloads, overdue tasks, turnaround times, and productivity.
• Forecast staffing needs and recommend hiring/workload adjustments.
• Lead onboarding, training, performance reviews and improvement plans.
• Provide the CEO with clear operational updates and recommendations.

Connaissances

Operations management

Team leadership

Process improvement

CRM systems

Capacity planning

Service quality monitoring

Communication

Data analysis

Outils

CRM systems

Task-management tools

Description du poste

TDOT Immigration in North York, ON is seeking a Head of Operations to lead daily operations and oversee service delivery from client intake to file completion.

You will manage teams, coordinate workloads, assign owners, track stages and due dates, and drive timely follow-up to ensure consistent service quality.

A hands-on leader, you will build reliable processes, address operational challenges and provide the CEO with clear updates and recommendations for growth.