Summary
The Operations Coordinator, working closely with the Director of Surveillance, provides comprehensive operational and administrative support to the Surveillance department. This support extends to the Director, Investigators, report writers, and other internal staff.
Further, the Operations Coordinator will collaborate with external clients and partners to coordinate work efforts and ensure investigations are completed within the required time frames achieving high levels of client satisfaction.
This role is responsible for managing multiple priorities, following established operating procedures, and ensuring accurate, timely, and efficient coordination of surveillance operations and administrative functions.
This is a one-year maternity leave coverage position beginning August 1st.
Job Duties
- Cultivate and maintain strong relationships with key stakeholders, including the Executive Team, Investigators, clients, and third-party vendors, ensuring a smooth and efficient investigative process.
- Oversee end-to-end surveillance file management, from intake through completion, including reporting, workflow coordination, and invoicing.
- Prioritize and manage multiple tasks, including data entry, shared mailboxes and drives, and handling daily administrative responsibilities, while ensuring confidentiality at all times.
- Compile, update, and distribute surveillance reports in collaboration with the Director of Surveillance.
- Create Letters of Engagement (LOEs) for surveillance files as required.
- Generate, issue, and manage client invoices, ensuring accuracy, completeness, and timely billing.
- Review employee and contractor expenses for accuracy, timely input, and budget alignment to support invoice generation.
- Handle arbitration requests by compiling and promptly sending required documentation and supporting materials.
- Conduct open-source preliminary reports to support investigative file preparation and perform search requests during active investigations.
- Coordinate the end-to-end processing of surveillance video, including receiving footage from investigators, forwarding it to the video editor for editing, and distributing finalized video files to clients alongside completed reports.
- Maintain and manage shared mailboxes, ensuring timely responses, organization, and appropriate follow-up.
- Complete month-end reports and quarterly reports, ensuring accuracy and timely submission.
- Provide comprehensive support to Surveillance Investigators, including assistance with technology, expense submissions, video compilation, and report preparation.
- Add and remove users from video system as required to maintain appropriate access control.
- Complete locate investigations when time permits to support investigative needs.
- Ensure data integrity across all systems, execute tasks with diligence, and recommend process improvements to enhance surveillance operations.
- Undertake additional responsibilities and special projects as assigned, demonstrating flexibility, adaptability, and a proactive approach to supporting team and organizational success.
- Provide backup support to the Operations team as required, ensuring continuity of operations and demonstrating reliability in a fast-paced environment.
Skills and Competencies
- Strong written and verbal communication skills.
- Exceptional attention to detail and accuracy in documentation and reporting.
- High level of comfort and proficiency with technology, including Microsoft Office Suite and the ability to learn new systems quickly.
- Experience working with case management, workflow, or tracking systems considered an asset.
- High level of comfort with basic mathematical concepts (e.g., billing, invoicing, expense review).
- Proven ability to manage multiple priorities in a fast-paced operational environment.
- Ability to work independently with minimal supervision while maintaining strong collaboration with a team.
- Experience handling sensitive and confidential information with discretion.
Education/Experience
- 5-7 years of experience in administration or operations: Experience in insurance claims, investigations or background screening preferred
- College diploma or university degree: Criminology, Police Foundations, Business Administration or Project Management preferred
Working Conditions
- Remote: 5 days a week. Occasional requirement every 4-6 weeks to meet in Durham Region for an all-staff meeting.
- Ability to work a flexible schedule that includes evenings and weekends as required
- Ability to work independently and as part of a team
- Capacity to attend and conduct meetings, both virtual and in person
Salary and Compensation
- Salary Range: $45,000-$55,000 per year (depending on experience)
- Cell Phone Allowance
- Vacation: 3 weeks to start
- Benefits
Job Types: Full-time, Fixed term contract
Pay: $45,000.00-$55,000.00 per year
Application question(s):
- Do you have a high level of comfort and proficiency with technology, including Microsoft Office Suite and the ability to learn new systems quickly?
- Do you have a high level of comfort with basic mathematical concepts (e.g., billing, invoicing, expense review)?
- Do you have a proven ability to manage multiple priorities in a fast-paced operational environment?
- Do you have exceptional attention to detail and accuracy in documentation and reporting?
- Do you have strong written and verbal communication skills?
Education:
Experience:
- Administration or Operations: 5 years (required)
Work Location: Hybrid remote in Whitby, ON
