Employment Type: Full time | In-Person
Experience Required: Minimum 2+ Years
Department: Operations & Administration
Work Arrangement: On-Site

Job Description

Walshken Immigration Services is seeking a highly organized, results-driven, and experienced Operations Manager to oversee daily business operations, employee productivity, departmental coordination, workflow management, and overall organizational efficiency.

The ideal candidate must have a minimum of 2 years of relevant experience in operations management, business administration, or team leadership, with demonstrated expertise in managing employees, implementing operational procedures, monitoring performance, and achieving organizational objectives.

The Operations Manager will work closely with senior management to ensure smooth business operations, accountability, regulatory compliance, and continuous improvement across departments.

Key Responsibilities1. Daily Operations Management

- Oversee and coordinate daily office operations to ensure efficiency, productivity, and timely completion of assigned tasks.
- Develop, implement, and monitor standard operating procedures (SOPs).
- Establish operational workflows, deadlines, and performance expectations for employees.
- Identify operational challenges and implement practical solutions.
- Ensure effective communication and coordination between departments.
- Prepare daily, weekly, and monthly operational performance reports.
- Support management in executing business strategies and operational objectives.

2. Employee Supervision & Performance Management

- Supervise administrative, customer service, sales, and case-processing teams.
- Assign tasks, establish deadlines, and monitor employee performance.
- Conduct daily team meetings, performance reviews, and operational follow-ups.
- Monitor attendance, punctuality, workplace discipline, and adherence to company policies.
- Identify performance gaps and recommend corrective actions or employee training.
- Ensure completion of daily End-of-Day (EOD) reports and employee task trackers.
- Promote employee accountability, professionalism, and teamwork.

3. Workflow & Case Processing Coordination

- Oversee administrative workflows related to immigration applications and client file processing.
- Coordinate with licensed RCICs, immigration filing officers, paralegals, and administrative staff.
- Monitor file processing timelines, document collection, internal deadlines, and follow-ups.
- Ensure client documentation is properly organized and maintained.
- Identify delays, incomplete files,



and operational bottlenecks.
- Escalate complex immigration matters to authorized immigration professionals.
- Maintain confidentiality and ensure that regulated immigration advice is provided only by authorized representatives.

4. Human Resources & Administrative Management

- Coordinate with HR regarding recruitment, onboarding, training, and employee performance.
- Support the implementation and enforcement of workplace policies.
- Monitor staff scheduling, leave requests, attendance, and operational coverage.
- Assist with employee evaluations and workforce planning.
- Ensure proper maintenance of employee records and administrative documentation.
- Support management in resolving workplace concerns and improving employee engagement.

5. Client Service & Quality Assurance

- Monitor client service standards and ensure timely responses to inquiries.
- Oversee consultation scheduling, client onboarding, and administrative follow-ups.
- Address operational complaints and escalate qualified or legal matters appropriately.
- Implement quality control procedures to reduce errors and improve service delivery.
- Monitor customer satisfaction and recommend service improvements.
- Ensure client information is handled securely and confidentially.

6. Business Development & Operational Growth

- Collaborate with sales and marketing teams to improve lead management and client conversion processes.
- Monitor business development activities and operational targets.
- Identify opportunities for expanding services and improving organizational efficiency.
- Assist senior management with new office setups, operational expansion, and process improvements.
- Develop strategies to reduce operational costs while maintaining service quality.

7. Compliance, Reporting & Risk Management

- Ensure compliance with applicable employment legislation, organizational policies, and operational requirements.
- Coordinate internal compliance reviews and maintain accurate business records.
- Implement appropriate data protection, confidentiality, and document-management procedures.
- Monitor operational risks and recommend preventive measures.




- Prepare management reports outlining performance, challenges, and recommended improvements.

Mandatory Qualifications

- Minimum 2+ years of experience in operations management, business administration, office management, or team supervision.
- Diploma or degree in Business Administration, Management, Human Resources, or a related field preferred.
- Proven experience supervising employees and coordinating multiple departments.
- Strong knowledge of operational planning, employee productivity, workflow management, and performance reporting.
- Excellent leadership, communication, decision-making, and problem-solving skills.
- Experience developing and implementing SOPs and workplace procedures.
- Proficiency in Microsoft Office, Excel, Google Workspace, and business management software.
- Ability to manage multiple priorities, meet deadlines, and work effectively under pressure.
- Strong organizational skills, professional judgment, and attention to detail.
- Must be available to work full time, in person, at our Calgary office.

Preferred Qualifications

- Experience in immigration consulting, legal services, recruitment, or other professional service industries.
- Familiarity with CRM systems, Clio Manage, Clio Grow, or similar case-management platforms.
- Experience managing administrative teams, sales operations, and client service departments.
- Knowledge of Alberta employment standards and workplace compliance.
- Experience implementing KPIs, employee task trackers, and operational reporting systems.

Key Performance Indicators (KPIs)

The Operations Manager will be evaluated on:

- Daily task completion and employee productivity.
- Departmental efficiency and operational performance.
- Compliance with internal deadlines and procedures.
- Reduction in operational errors and processing delays.
- Employee attendance, accountability, and performance.
- Client satisfaction and service quality.
- Accuracy and timely submission of operational reports.
- Implementation of SOPs and process improvements.
- Achievement of management-assigned operational targets.

What We Offer

- Full-time, in-person employment.
- Competitive compensation based on experience and qualifications.
- Opportunity to work directly with senior management.
- Leadership responsibilities across multiple operational departments.
- Professional development and career advancement opportunities.
- Collaborative and growth-oriented workplace environment.

Pay: $35,000.00-$60,000.00 per year

Work Location: In person

📌 Operations Manager (Calgary)
🏢 Walshken Immigration
📍 Calgary