Administration Manager - W34944Y6

Integricon Group Job Description

Administration Manager

Who We Are

At Integricon, we don't just restore properties beautifully, we restore peace of mind.

Every role at Integricon carries that responsibility. Regardless of title, you are an Integricon ambassador, and creating a positive experience is our number one priority, in every interaction, with every person, every time.

Our values aren't words on a wall. They're how we show up internally and externally, in calm moments, and in crisis. You'll be guided by our Customer Experience framework and supported by a team that holds itself to a simple but unified standard, Reliability, Integrity and Care.

Role Overview

The Administration Manager leads Integricon's central administrative backbone, the Administration team, Call Center Administration and the Project Controls Coordinator (PCC) team and is the point of accountability for how those functions work together on every file, from opening to invoicing to close.

This role owns the communication and hand-off between administration and project controls, ensures file integrity, contract execution, and payables reach accounting on time, and drives the accuracy of invoicing, receivables, and job profitability reporting across the group. The Administration Manager also manages the outsourced call centre team and so that intake, dispatch, and administrative support are consistent and well run across the company.

This is an office manager style leadership role for a person who is organized, collaborative, efficient, detail oriented and comfortable owning both people and process, in a Hybrid to Remote often times environment. Restoration or construction industry experience is a nice-to-have, not a requirement; what matters most is a proven ability to manage and drive strength in the administration and coordination team, build strong cross-functional relationships, and keep files clean, current, and audit-ready. The overarching concept in people management is unity and collaboration, in a EDI environment that fosters a performance based culture.

Key Responsibilities

1. Team Leadership and People Management

• Directly manage, train, and develop the Administrator and the Project Controls Coordinator (PCC) team.
• Manage the relationship and day-to-day performance of the outsourced call centre team.
• Recruit, onboard, coach, and performance manage within the team; set clear expectations and provide regular feedback, train and support when necessary
• Support in training and cross-training
• Identify development opportunities and career pathworking within the administration group securing a solid succession plan for your team.

2. File Management and Cross-Team Communication

• Own the flow of information and hand-offs between the Administration and Accounting & Finance team, ensuring an unobstructed route to success and clarity in file detail.
• Ensure staff follow file standardization file management practices, documentation standards, and naming/filing conventions across both teams.
• Monitor file completeness and compliance; ensure files are maintained in an accurate, audit-ready state always.
• Act as the escalation point when a file is stuck between administration and project controls or finance and drive it to resolution.

3. Financial Operations and Accounting Relationship

• Ensure payables are reviewed, approved, and sent to accounting on time, every cycle.
• Ensure invoicing moves promptly once a project is invoice-ready, and that receivables follow-up happens on schedule.
• Build and maintain a strong, collaborative working relationship with the Accounting/Finance, Project Management and Functional Management teams; be the administration group's primary point of contact for all stakeholders attached to the work in progress.
• Support job profitability checks and balances across the file portfolio, flagging gross profit risk early.
• Review and validate weekly WIP, receivables, and bid tracking reporting produced by your administration team, before it goes out.

4. Call Centre Oversight

• Manage the outsourced call centre relationship, including SLAs, call quality, scripting, and escalation paths.
• Coordinate with the call centre on lead intake, word tracks and dispatch so customer experience standards are met from first contact to Integricon high standards of care.
• Monitor call centre performance metrics and address service gaps directly.

5. Process, Systems, and Continuous Improvement

• Build and maintain SOPs for the administration, PCC, and call centre functions.
• Identify bottlenecks and reduce cycle time between file stages, from assignment through estimate, execution, invoice, and close.
• Drive consistent efficient use of company systems (e.g., Xactimate, NetSuite, Jonas Premier, CRM/ATS) across the team.
• Bring forward process improvement recommendations to leadership with supporting data.
• People leadership: hiring, coaching, performance management, and collaborative, communicative team development
• File Financial Administration and Audit
• Organizational skill and file management discipline; that staff are comfortable owning many moving files at once, particularly in times of Catastrophic Claims.
• Clear, proactive communicator who builds genuine trust across departments, especially with accounting and operations
• Collaborative management style; leads through relationship-building rather than command and control
• Comfortable managing a hybrid, mostly remote team plus an outsourced vendor team
• Sound judgment on when to escalate versus resolve independently

Ideal Qualifications

Education and Experience

• 7+ years managing a team of 10 or more, ideally in an administration, office management, or operations support capacity
• Solid working knowledge of the administrative functions around accounts payable, accounts receivable, and invoicing processes
• Experience working closely with active stakeholders
• Restoration or ICI construction industry experience is an asset, but not required

Work Environment

This role is based out of Integricon's Vaughan, Ontario head office and is Hybrid, mostly remote, with in-person time expected for team leadership, training, and cross-departmental collaboration as needed.