Head of Operations / General Manager in Toronto

TDOT Immigration is seeking a Head of Operations / General Manager to lead daily operations and oversee service delivery from client retention through file completion. The successful candidate will manage teams, coordinate workloads and ensure client matters progress with clear ownership, timely follow-up and consistent service quality. This role requires a hands-on leader who can build reliable processes, address operational problems and hold teams accountable. You will take ownership of routine operational decisions, giving the CEO greater capacity to focus on professional leadership and business growth.

Duties

• Oversee operational workflows, staffing, service standards and team capacity across the client delivery process.
• Ensure every active client matter has an assigned owner, an accurate stage, a clear next action and a due date.
• Lead daily check-ins and weekly operational meetings to review priorities, resolve delays and reduce backlogs.
• Allocate work based on employee capacity, case complexity, required expertise and deadlines.
• Manage operational employees and team leads, setting clear expectations and monitoring performance against agreed targets.
• Coordinate handoffs between administration, document collection, case preparation, RCIC review and quality assurance.
• Establish and monitor service-level agreements and internal turnaround targets.
• Implement standard operating procedures and approved process improvements.
• Maintain accurate and up-to-date monday.com boards, ensuring every client file has an assigned owner, current stage, next action and deadline.
• Resolve operational escalations and client service concerns, referring professional immigration questions to the appropriate RCIC.
• Investigate recurring errors, complaints, missed deadlines and service failures, and implement corrective action.
• Maintain operational dashboards covering workloads, overdue tasks, turnaround times, service quality and productivity.
• Forecast staffing needs and recommend hiring or workload adjustments using operational data.
• Lead employee onboarding, operational training, performance reviews and improvement plans.
• Provide the CEO with clear operational updates, recommendations and matters requiring executive decisions.
• Resolve routine operational issues independently within delegated authority.

Qualifications

• Proven experience in operations management, general management or service delivery leadership.
• Experience managing teams, workloads and deadlines in a client-focused business.
• Experience in immigration services, legal services or another professional services environment is preferred.
• Demonstrated 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.
• Ability to interpret performance data and turn findings into practical staffing and process decisions.
• Strong communication skills, including the ability to handle client concerns and coordinate across teams.
• Sound judgment and the ability to distinguish operational decisions from matters requiring professional or executive review.
• A hands-on approach, strong organizational skills and the ability to manage competing priorities.
• A commitment to confidentiality, accountability and consistent client service.

Job Type: Full-time

Ability to commute/relocate: North York, ON: reliably commute or plan to relocate before starting work (required).

Experience: Operations management and team leadership: required. Immigration, legal or professional services operations: preferred.

Work Location: Primarily in person initially, North York, ON.