Role overview

Xpera Risk Mitigation & Investigation (Xpera) is Canada’s premier national provider of risk mitigation services. Our comprehensive offerings empower clients to enhance business performance and maintain operational continuity by equipping them with the expertise and tools necessary to manage risks at all levels. Our innovative solutions encompass investigations, labour dispute management, evacuation support, emergency security, and emergency staffing. With these solutions, we collaborate with our clients as a proactive partner, poised to assist them in addressing current crises or developing strategies to mitigate potential future risks. More information about Xpera can be found at xpera.ca.

Adventurous, Respectful, Determined: We lead with “yes”, trust in our shared expertise, and embrace innovation while holding each other accountable to our vision.

Reporting to the Regional Manager, Investigations – Prairies, the Team Lead, Operations Support is responsible for overseeing the services and processes that support Xpera's operations. This role works closely with employees across all levels of the organization to foster strong communication, collaboration, and a positive workplace culture. The Team Lead supports the day-to-day operations of the business by forecasting staffing requirements, ensuring operational best practices are maintained and consistently followed, and driving process improvements that enhance efficiency and service delivery.

This is a full-time position requiring in-office attendance five days per week. The successful candidate may be based in either Edmonton or Calgary.

What You Will Do:

Support the team members under this portfolio, including coaching, mentoring, and recruitment activities with the goal of an engaged team that can effectively and efficiently deliver the services required to the operations team they support.
Respond to internal and external requests with a quick, flexible and operational approach based on sound strategy, using courteous and professional communication.
Communicate with internal and external clients in accordance with Xpera standards and practices and in consideration of client guidelines; ensure final evidence package including report and corresponding video is accurate and reflective of work completed.
Abide by relevant privacy legislation and adhere to internal policies, guidelines and best practices.
Assist all divisional managers with ongoing support and training on iReport and Bamboo systems, including the set-up of new clients within iReport.
Conduct Operations Support Administrator performance evaluations and reviews in collaboration with the Regional Manager.
Ensure tasks which flow through the administrative inbox are addressed in a timely fashion including court preparation, video capturing, as well as opening and closing files.
Ensure the distribution of new investigative assignments to the appropriate Investigations Manager.
Process reports and video requests as part of the team; accept new assignments.
Oversee the assignment of incoming file requests, ensuring they are allocated to the appropriate team member.
Conduct file audits for files completed by the Operations Support Administrators to ensure work is completed in accordance with quality assurance principles as well as client guidelines, and that clients receive a polished report and accurate final evidence package. Provide feedback to team members as appropriate.
Ensure client timelines are met by having adequate staffing in place to respond to workload fluctuations.
Recommend system improvements to ensure the team is operating as efficiently as possible.
Maintain training materials for Operations Support Administrators and ensure they are current for new hires, including information on client guidelines.
Coordinate Operations Support Administrator team meetings and training sessions; determine team training needs and discuss with Regional Manager to ensure team is operating with the requisite skills.
Maintain skills on programs and processes used by the Operations Support Administrators.
Ensure client records and evidence is maintained in an orderly fashion in the file archive room in collaboration with the Investigation Manager.

What You Will Bring:

High School Diploma or equivalent
Diploma in Administration or similar is an asset.
3+ years in an administrative role.
Experience in security and investigations industry is an asset
Advanced Microsoft Office skills (Word, Outlook, PowerPoint, Excel).
Strong written and verbal communication skills.
Excellent attention to detail: thorough, analytical, systemic thinking, and strong editing skills.
Leadership capabilities and an interest in further developing such skills.

We serve a diverse population across Canada. We strive to reflect that diversity within our workforce and ensure that every employee can be their authentic self.

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.

In accordance with Human Rights and Accessibility legislation, Xpera is an equal opportunity employer who is committed to providing an inclusive and barrier-free recruitment process. Applicant should advise Human Resources if they require any type of accommodation during the recruitment process.