Position Description

Office Manager
Location Canlan Ice Sports West Dundee - West Dundee, IL
Employment duration Full time
Employment Status: Employee
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Canlan is currently looking for an Office Manager

Our Office Managers are central to maintaining efficient office services. They organize office operations, and provide facility wide support as the first point of contact for facility employees for on-boarding, and resolving initial queries on HR and Health and Safely Policies.

The Office Manager is responsible for the recruiting, coaching, and directing the reception and administrative team. They are actively involved with the daily transactions of invoicing, receipts, adjustments, vending, banking, and manual cheque issuance. Additionally they ensure the payroll submissions & month end processes and reports (AR & AP) are completed on time.


Influencing through Developing others and Managing Resources and Conflict

  • Effectively recruit, select, hire Customer Service Representatives (CSRs)
  • Provide support to the facility management with the on-boarding of new hires including:
  • Coordinate orientation process for all new employees
  • Process new hire documentation and liaising with payroll team
  • Follow up with facility management with respect to new hire milestone completion
  • Act as first point of contact regarding company policies and benefits
  • Conduct and manage CSR performance reviews in-line with policy, and establishing effective, measurable goals and objectives for each staff member. Provide positive feedback and recognition for solid performance and implement corrective action, using Performance Improvement Plans, and documents as required
  • Ensure effective communication and working relationships with all stakeholders and resolve conflicts between stakeholders when required
  • Substitute / cover for team member roles / shifts as required
  • As and when required, coordinate and facilitate staff events (holiday celebrations) and company fundraising campaigns (Jean Days, Fill the Net)
  • Follow and ensure all team members adhere to
  • Canlan's policies, standard operating procedures, best practices and reporting systems
  • Job expectations as detailed in their Job Descriptions

Team Development and Customer Relationship

  • Support consistent delivery of Canlan's products and services to exceed established levels through a variety of ways including regular audits and standard operating procedures
  • Ensure CSRs are optimally trained and scheduled to create positive customer service experience
  • Troubleshoot customer service issues, questions and concerns in a timely manner

Business Goals, Ongoing Planning and Work Management

  • Ensure that department priorities are aligned to and that the team supports
  • The Canlan Mission, Vision and Culture Statements
  • The Customer Service Charter
  • Corporate priorities
  • Ensure office equipment is maintained according to manufacturer specifications to ensure life expectancy
  • Collaborate and share best practices with other Office Managers
  • Accurately contribute to and assist with facility & department regular reporting is within established deadlines and as required
  • Help ensure the facility is being maintained to exceed levels as defined in the facility audit
  • Assist with the Manager On Duty (MOD) program if and when required

Sales Leadership and Ability

  • Provide team leadership to CSRs ensuring profitability, sales growth and customer satisfaction

Manage Financial Accountability and Administrative Requirements

  • Assist in the development of the Administration Department’s Annual Operating Plan (AOP) and support the implementation
  • Monitor performance and expenses against AOP goals, identify variance and suggest/apply corrective measures
  • Coordinate payroll for facility, liaise with payroll team
  • Manage daily transactions of invoicing, receipts, adjustments, vending, banking, manual cheque issuance and computer system maintenance
  • Provide accurate facility financial forecasts (AR/AP) on a regular basis and within established deadlines
  • Prepare and balance floats (tills, petty cash and safes) as required
  • Support the Department Managers to ensure the Accounts Receivable process is managed
  • Maintain and enforce control systems for cash and inventory



  • Chair facility health and safety committee
  • Adhere to all Risk Management policies and procedures
  • Enforce Health and Safety Standards with team members to ensure a safe working environment and a safe customer environment for the facility as detailed in the Risk Management checklist
  • Ensure all department staff are trained in emergency response (as relevant to their role) including implementation, location and use of Facility Emergency Plan, Incident Reports, First Aid Kit, Eye Wash Station and Defibrillator
  • Ensure maintenance and cleanliness of department and escalate any unsafe Health & Safety conditions
  • Is and ensures team are "WHMIS" and "Workplace Violence" trained before working first shift
  • Uphold and implement appropriate use Personal Protective Equipment (PPE) when required

Energy & Environmental Management

  • Ensure consideration for best practices in energy use management and environmental impact are employed in all projects


This individual will build strategic relationships with others to advance the success of their facility and the Canlan organization as a whole.

  • General Manager / Assistant General Manager
  • Facility Department Managers
  • Departmental Corporate Managers
  • Customer Service Representative
  • Payroll Team
  • Human Resources Team


  • Diploma or Degree in Business, Accounting, Recreation, Facility Management or a combination of experience and education (preferred)


  • Previous experience with accounting/payroll systems
  • At least three years’ experience in office management within a sports recreation facility
  • Previous team leadership experience
  • Demonstrated strong computer systems skills

If you are interested in learning more and becoming part of the Canlan team please apply online.

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