Job Description

First Canadian is a national organization and we are experiencing unprecedented growth!



We aim to hire bright, hard-working people who share our values. We seek employees who are committed to learning, career growth, and opportunity. We take pride in being an organization that our employees support long-term. We believe in our employees and celebrate their success by asking for employee opinions and feedback so that we continue to be a Great Place to Work.


We award our team with the following:


• Off work 1 hour early on Fridays.
• Earned Time-Off Program and vacation.
• Group Retirement Savings Plan with employer match.
• Hybrid work options may be available.
• On-site gym including free weekly classes with a qualified trainer.
• Newly renovated facility with ergonomic desks/chairs.
• Educational assistance and career development.
• Employee benefits.
• Health and Wellness spending account.
• Employee Assistance Program (EAP).
• Employee discount programs.
• Assigned parking stall.
• A Culture Team dedicated to diversity, inclusion, and employee programs.
• Employee recognition and appreciation events.
• French is not required for this role but is an asset, an uplift of 5% is applied after the probationary period for qualified professional level French bilingualism (both spoken and written).


Check out our company page for all the information on why we believe First Canadian is an employer of choice!



If you are motivated to succeed by helping people, then this is the opportunity for you!



Under the direction of the Director of Administration (Alberta), the Office Manager (Alberta) is based in the Sherwood Park location. The Office Manager is responsible for the effective management of multiple teams, including Reception, Office Assistants, Administrative Assistants, and the Insurance, Mechanical Breakdown, and Protection Product Administration teams. This position oversees critical administrative processes such as document scanning, remittance handling, mail management, customer correspondence, and policy administration. In addition to administrative responsibilities, the Office Manager oversees the operation and maintenance of the company's facilities. This includes triaging maintenance notifications, acting as the primary contact for our offsite Maintenance Manager, as well as coordinating building and grounds maintenance. They are also responsible for office vendor relationships and ensuring the availability of supplies and resources to support daily operations. The role requires strong leadership to manage large teams and oversee critical monthly, quarterly, and annual procedures, audits, and reporting. It entails maintaining operational consistency and accuracy through process improvements, resource planning, and compliance with company policies and audit requirements. This proactive leader holds a deep understanding of administrative processes and is committed to improving efficiency while maintaining a high standard of service and operational excellence.


Essential Responsibilities:


Management - Administrative Functions


• Oversee the daily operations of the Insurance, Mechanical Breakdown, and Protection Product Administration teams, ensuring timely and accurate processing of remittances, certificates, and correspondence.
• Oversee Reception staff, Office Assistants, and Administrative Assistants, ensuring standards for professional communication, effective call distribution, and completion of administrative tasks such as welcoming visitors and vendors and handling incoming and outgoing mail are upheld.
• Ensure accurate and timely keying of remittances, balancing deposits, and creation of daily bank deposits.
• Oversee proper processing of policy and contract registrations, including validation of coverage details and dealer-provided information.
• Oversee invoicing, credit notes, and chargebacks related to remittance discrepancies, ensuring effective communication with dealer partners.
• Supervise issuance of customer correspondence, including eligibility notifications, missing information requests, and formal coverage letters.
• Ensure efficient processing and management of periodic customer payments for insurance and mechanical breakdown premiums, including communication with customers regarding payment issues and the secure handling of confidential payment information.
• Oversee the scanning and secure storage of certificates and other documents as well as the quarterly and annual document shredding process, ensuring accuracy, completeness, and compliance with audit requirements.


Facility Maintenance


• Oversee the building maintenance contracts, including cleaning, landscaping, snow removal, and general repairs.
• Act as the on-site liaison with contractors and vendors for repairs, and maintenance services when the Maintenance Manager is not available. Establish and maintain relationships with these stakeholders to promptly address facility-related issues.
• Negotiate and manage vendor contracts to secure cost-effective agreements.
• Monitor and evaluate vendor performance, ensuring all services meet company standards and contractual obligations.
• Oversee procurement and inventory management for office supplies, ensuring cost-effective purchasing, adequate stock levels and timely replenishment. Implement inventory control measures to optimize costs and minimize waste.
• Ensure communal areas, including break rooms and meeting spaces, are clean, organized, and fully equipped.
• Ensure the proper functioning and regular maintenance of office equipment, including cheque scanners, photocopiers, printers, and telecommunication devices.


Management - Team


• Ensure adequate staffing levels through cross-training and resource planning to accommodate fluctuating workloads, breaks, vacations, and other absences.
• Provide ongoing support, guidance, and oversight to team members, fostering a positive and engaging work environment.
• Maintain procedures for all departmental roles and tasks to ensure consistency, clarity, and compliance with company policies.
• Ensure that company policies, practices, and procedures are understood, followed, and applied, while upholding the organization's standards of service and excellence.
• Monitor departmental email accounts to ensure timely responses and adherence to company standards.
• Conduct probationary reviews (30, 60, and 90-day) and annual performance evaluations for employees, providing constructive feedback and setting goals for development.
• Address performance challenges through effective management and disciplinary discussions, ensuring fairness and alignment with Core Values and organizational policies.
• Proactively identify learning opportunities and inefficiencies, then develop, test, and implement new processes and solutions to enhance team skills, knowledge, workflow, and productivity.
• Liaise with dealer partners, Account Managers, and Regional Managers to resolve administrative issues and provide guidance on company policies.


Quality Control and Strategic Initiatives


• Monitor and ensure accuracy in financial processes and reports for monthly, quarterly, and annual procedures to ensure adherence to audit requirements.
• Ensure all operations align with regulatory standards, including privacy legislation, Fair Treatment of Customers (FTC) guidelines, and product-specific regulatory requirements across Canada, with particular attention to Quebec's unique regulations. Develop and maintain processes for continued monitoring and adherence to these standards.
• Manage escalated customer issues and complaints, working closely with the Complaints Ombudsperson and adhering to the Complaints Handling Protocol to ensure timely, fair, and compliant resolutions.
• Assist in ongoing projects, including modernization and process improvement initiatives, by providing essential input, insights, and recommendations to ensure alignment with operational needs and efficiency goals.
• Collaborate with development, compliance, and other departments to test and implement system updates or new tools that enhance team performance.
• Other duties as assigned.


Qualifications:


• Post-secondary education in Business Administration, Facilities Management, or a related field is preferred. Equivalent experience may also be considered.
• 3-5 years of experience in administration or facilities management.
• 3-5 years of experience managing teams, including performance management and coaching.
• Fluent in English with proven competencies in verbal and written communication is required.
• Fluent in French with proven competencies in verbal and written communication is an asset.
• Intermediate skill with Microsoft Office (Word/Excel) is required.
• Familiarity with scanners, copiers, postage machine, and cheque scanner, is an asset.
• Proven ability in people management and change management to drive a high performing culture is required.
• Strong ability to manage multiple tasks, prioritize, and maintain attention to detail.
• Demonstrated ability to address challenges and implement effective solutions.
• Excellent verbal and written communication skills, with the ability to interact effectively with internal teams, senior leadership, external vendors, and customers.
• Ability to build positive relationships and work collaboratively with large teams.
• Integrity, resourcefulness, creativity, assertiveness and flexibility.
• Successful completion of a credit check, criminal background check, education verification, and employment reference checks is required before employment.


Thank you for considering our organization.



If you are a bilingual candidate there will be a French and English assessment as a part of the recruitment process.


•We are an equal opportunities employer and welcome applications from all suitably qualified persons. Accommodations are available upon request.•