Account Manager | Dayshift & Hybrid - Eastwood, QC

The Account Manager (Operations Manager level) is responsible for leading
a large team of Team Leaders and client -facing staff, to deliver exceptional
service. This role requires a balance of strategic oversight and hands -on
management, focusing on client relationships, operational excellence, team
development, and continuous improvement. The ideal candidate will have a strong
track record in leadership, process optimisation, and managing large -scale
operations.

Job
Responsibilities:

Leadership
and Team Development

• Lead, mentor, and manage a team of 8–14 Team Leaders and over 100+
  staff members.
  
• Foster a culture that aligns with company values: Accountability,
  Care, Collaboration, Innovation and GREAT.
  
• Conduct regular coaching and career development sessions, ensuring
  clear growth pathways for team members.
  
• Manage underperformance or misconduct with professionalism and
  efficiency.
  
• Oversee recruitment, onboarding, and succession planning for Team
  Leaders and other roles.
  

Client
Relationship Management

• Build and maintain strong relationships with clients, acting as
  their primary escalation point of contact for operational concerns.
  
• Conduct regular business review meetings to evaluate service
  delivery and gather feedback.
  
• Address client escalations promptly and implement solutions to
  improve satisfaction.
  
• Identify opportunities for clients to expand their business with
  Intogreat.
  

Operational
Excellence

• Oversee daily workflows, capacity planning, and resource allocation
  to meet client requirements.
  
• Monitor and achieve contracted service KPIs, ensuring operational
  efficiency and profitability.
  
• Collaborate with cross -functional teams, including IT, HR, and
  Recruitment, to enhance the overall client and employee experience.
  
• Drive initiatives to reduce costs, increase efficiency and improve
  service levels.
  

Process
Optimisation and Compliance

• Identify and implement process improvements to enhance operational
  performance and reduce time -to -market.
  
• Ensure compliance with regulatory requirements, data security
  protocols, and industry standards.
  
• Proactively assess risks and implement controls to mitigate
  operational challenges.
  
• Lead projects to streamline workflows and implement automation
  where feasible.
  

Performance
Monitoring and Reporting

• Track and analyse key performance indicators (KPIs) and operational
  metrics.
  
• Provide regular performance reports to stakeholders, highlighting
  successes and identifying areas for improvement.
  
• Use data -driven insights to guide strategic decisions and
  operational adjustments.
  

Technology
and Tools Management

• Evaluate and manage operational tools and systems to support
  efficiency and effectiveness.
  
• Ensure seamless integration of technology platforms to facilitate
  data flow and collaboration.
  

Requirements

Qualifications:

• Bachelor’s degree, General Business or other
  related field
  
• 2+ years of relevant work experience, in
  operations management and leadership positions including large teams (50+
  staff preferable)
  
• Experience with client engagement and managing multiple clients
  
• Exhibit demonstrable experience of being a
  visible, approachable, supportive leader in your technical field of
  expertise
  
• Excellent verbal and written English communication skills
  

·       Proven track -record
working at senior business leader level, contributing to define strategic
direction and planning as well driving the operational execution

·       Experience building
relationships with and managing external clients

·       Have a passion and
desire to grow and lead people in your team, including capabilities in:

·       Performance
Management

·       Coaching
and career development

·       Motivating
individuals and teams

·       Managing
conflict and having difficult conversations

·       Clear, honest
and timely communication

·       Customer first attitude
and ability to build relationships quickly and handle difficult issues

·       Critical thinking and
problem solving

·       Organised, uses
structured approaches and excellent time management skills

·       Calm under pressure,
dependable and ability to prioritize

·       Ability to learn and
adapt, takes initiative and demonstrates curiosity

·       Highest standard of
ethics, confidentiality and professionalism