Compensation Band: 3
Compensation Range: $57,237 to $71,547 CAD per year
Your expertise shapes our business
At the CWB Group, we find fulfillment and inspiration knowing that we are performing meaningful and purposeful work. Every day is a new adventure with opportunities to learn from industry leaders and, most importantly, from each other. When you join the CWB Group, you become part of a diverse and inclusive, tight-knit team passionate about making a global impact.
Our commitment to Diversity, Equity and Inclusion (DEI)
The CWB Group believes that diversity and inclusion among our employees is critical to our success, and we seek to recruit, develop and retain the most talented employees from a diverse candidate pool.
Work with us and achieve your career goals
For almost 75 years, our employees have been the backbone of our business, driving our success and extraordinary reputation. We challenge our employees to take charge of their careers and provide growth opportunities, tools and resources to reach their goals.
What to expect:
The Company Certification Administration Supervisor is a hands-on supervisory role responsible for providing day-to-day leadership, coaching, and operational support to the Company Certification Administration team and Front Reception staff while actively contributing to workload completion. The role ensures the timely and accurate delivery of company certification administration services, including applications, renewals, revisions, transfers, suspensions, reinstatements, closures, client inquiries, documentation management, and reception services.
The position is accountable for service quality, operational performance, compliance, and consistency across all certification administration activities, while ensuring a professional and positive experience for clients, examination candidates, visitors, and other stakeholders.
Reporting to the Director, Client Success, this hybrid position requires a minimum of one day per week of in-office support at CWB Group’s Milton office, or more frequently as operationally required. Occasional travel to other CWB office locations (Nisku and Laval) will also be required based on business needs.
Key responsibilities include:
Company Certification Administration Operations Management
Supervisory and Operational Oversight Responsibilities
- Oversee all company certification administration activities, including applications, renewals, revisions, transfers, suspensions, reinstatements, closures, and related certification processes.
- Monitor workload distribution, productivity, turnaround times, quality standards, and service levels to ensure efficient and effective operations.
- Ensure certification records, files, and supporting documentation are maintained accurately and in accordance with established procedures and compliance requirements.
- Resolve complex client inquiries, escalated service issues, and operational challenges.
- Collaborate with Certification Services Representatives, auditors, technical staff, Finance, and management teams to support service delivery and organizational objectives.
- Monitor operational performance metrics and prepare reports, recommendations, and performance summaries for management.
- Support operational planning, resource allocation, and workload forecasting to meet service and business requirements.
Reception & Front-Line Client Service Management
Supervisory Oversight of Reception Services
- Oversee the delivery of professional, responsive, and consistent reception services.
- Ensure visitors, examination candidates, clients, suppliers, and stakeholders receive prompt and professional service.
- Coordinate reception schedules and coverage requirements.
- Establish, monitor, and maintain front-line service standards.
- Identify service improvement opportunities and implement corrective actions where required.
- Act as the escalation point for reception and client service concerns.
- Promote a welcoming and professional environment that reflects organizational values and service expectations.
- Hybrid work arrangement requiring a minimum of one day per week in the Milton office, with additional in-office attendance as operational needs dictate, and periodic travel, including annual visits to the Nisku and Laval office.
Coaching, Leadership & Employee Development
People Leadership Responsibilities
- Provide leadership, coaching, mentoring, and day-to-day direction to Company Certification Associates and Front Reception staff.
- Conduct regular one-on-one meetings, performance reviews, and employee development discussions.
- Manage employee performance, attendance, scheduling, workload balancing, and accountability expectations.
- Develop and implement performance improvement and corrective action plans, when required.
- Support recruitment, onboarding, training, cross-training, and succession planning activities.
- Foster a culture of accountability, collaboration, professionalism, client service excellence, and continuous improvement.
- Support employee engagement, team development, and recognition initiatives.
Operational Performance, Quality & Continuous Improvement
Departmental Accountability Responsibilities
- Monitor departmental KPIs, service levels, productivity measures, quality standards, and workload volumes.
- Analyze operational trends and identify opportunities to improve efficiency, accuracy, and client satisfaction.
- Develop, maintain, and update departmental procedures, work instructions, training materials, and process documentation.
- Ensure compliance with accreditation requirements, certification standards, quality requirements, and organizational policies.
- Review completed work to ensure accuracy, consistency, and adherence to established procedures.
- Support internal and external audits, corrective actions, and quality improvement initiatives.
- Maintain departmental records, reporting, and documentation in accordance with established requirements.
- Identify compliance risks and support the implementation of corrective and preventive actions.
- Participate in departmental and organizational projects that support strategic objectives.
Certification Administration & Reception Support
Working Supervisor Responsibilities
- Process company certification applications, renewals, revisions, transfers, suspensions, reinstatements, and closures.
- Respond to client inquiries and provide guidance regarding certification requirements, processes, and status updates.
- Review, update, and maintain certification records, databases, and supporting documentation.
- Prepare correspondence, certification documentation, reports, and client communications.
- Provide reception coverage, answer inquiries, greet visitors, support examination candidates, and direct calls as required.
- Assist with workload peaks, employee absences, and priority service requests to ensure service standards are maintained.
- Support data entry, records management, filing, and administrative activities related to certification and reception operations.
- Participate in testing, implementation, and process improvement activities related to certification administration systems and procedures.
- Perform the same core operational duties as Company Certification Associates and Front Reception staff, as required to meet business needs.
Other duties as assigned.
What you bring to the table:
- 2 years of equivalent general administrative experience.
- 2 years of General Office Administration experience essential in corporate/professional environment.
- Experience working in an administrative, service, or operations-focused environment.
- Basic analytical and problem-solving skills with the ability to interpret standard reports or operational data.
- Experience working in a team-based environment.
- Ability to follow established processes and procedures accurately.
- Ability to manage workload and meet deadlines in a structured work environment.
- Professional working proficiency in English.
The following qualifications are considered assets:
- 2 Yr. Business Administration Certificate.
- 1 – 3 years of supervisory or management experience.
- Experience working in personnel certification programs.
- Experience providing leadership, coaching, or supervision in an administrative, service, or operations-focused role.
- Strong analytical and problem-solving skills, with the ability to use information and data to support decision-making and continuous improvement.
- Experience working with or supporting remote or hybrid teams.
- Demonstrated ability to identify process gaps and contribute to operational improvements and change initiatives.
- Proven adaptability and flexibility in a fast-paced environment with changing priorities and evolving processes.
- Bilingual in English and French.
ADDITIONAL REQUIREMENTS
- This is a hybrid position requiring a minimum of one day per week of in-office support at CWB Group’s Milton office, or more frequently as operationally required.
- Occasional travel to other CWB office locations will be required based on business needs.
- The employee is required to arrange for standard travel documents such as visas and passports as part of their employment requirement.
What’s in it for you?
- Competitive salary structure
- Comprehensive medical benefits for you and your dependents
- Flexible work schedule
- RRSP and pension program
- Structured career development: we offer education and training opportunities to help you reach your goals.
Accommodation:
The CWB Group is committed to providing accommodation to job applicants with disabilities throughout the recruitment process. If you require accommodation, please notify us when applying and we will work with you to meet your needs.
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