Assistant Manager

Location: London, ON
Job Code: 446448-AsstMan0925
# of openings: 1


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Full-Time Assistant Manager, London ON, Winnipeg MB

Position Information
Position Title: Assistant Manager – London Winnipeg Branches
Reports To:     Branch  Manager –  London and Winnipeg


About the Position…

The Assistant Manager provides - in a unionized environment in Winnipeg – overall leadership to all branch employees, and direct management support for all members of the branch: Agents, Support (Client Services, Programming,Technical) and Administrative staff. This is an integral leadership position, responsible for ensuring that day-to-day service objectives and cost control are successfully achieved. The Assistant Manager is expected to provide leadership by example, promoting a healthy and positive culture and conducting all activity with the utmost professionalism.


Job Duties include (but are not limited to):

Key performance indicators of the incumbent’s success include: achieving branch standards – Operational, Support, Financial and Administration
duties - set by the Branch Manager and ensuring a high level of service quality is maintained.

• Manage all areas of operations and human resources in accordance with the provisions of the collective agreement.
• Ensure branch goals and objectives are clearly communicated to all members of the Operations and support teams.
• Responsible for staff scheduling to include: work assignments/rotations, employee training, employee vacations, employee breaks, overtime    assignment, back-up for absent employees, and shift rotations.

Assistance to be provided by branch level Supervisor(s) or Team Leader(s).
• Manage quality monitoring and coaching program, integral to continuous improvement of service quality, including design of Q/A forms, feedback and coaching.
• Performance Management of agents, support and administrative staff, including completion of annual performance appraisals and administering corrective or disciplinary action when appropriate.
• Responsible for the recruitment, training, motivating and retaining of top caliber agents, support and administrative staff.
• Conduct termination meetings and exit interviews of all hourly-paid and salaried employees.
• Accurately maintain employee files; administer and track employee benefits such as group benefits, sick/bereavement allotments, and vacation entitlements.
• Manage performance and results of industry-related award programs.
• Over all responsibilities for overseeing sales with appropriate costs and time lines associated with new account implementation. Training provided in all sales aspects.
• Act as the on-site point of contact for all Clients; respond to and resolve escalated client/customer service issues.

Assistance to be provided by branch level Client Service Rep. or Supervisor(s) or Team Leader(s).
• Administration duties to include daily activities on the TBS billing solutions, Accounts Receivable and Accounts Payable.
• Manage daily client services, systems programming and technical requirements.
• Be available for after on-call duties as required


Working Conditions
• Noise level is quiet to moderate (office environment)
• Some travel is required

 To apply, please submit a cover letter, resume and wage expectations to this post.

If you are looking for a career in a team-oriented environment, please follow the hyperlink to our website and upload your cover letter and resume:

Human Resources:

We thank all applicants for their interest however, only those selected for an interview will be contacted.

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