Intelcom | Dragonfly
With more than 100 sorting stations and operations across three continents, Intelcom | Dragonfly is Canada’s leader in last-mile logistics. Our vision is clear: to deliver fast, accurate, and reliable service powered by cutting-edge technology.
A Strategic Role at the Heart of Logistic
Responsibilities
Team Leadership & Management:
- Build, manage, and lead a small team of Client Onboarding Specialists, ensuring the team remains aligned with global client needs and operational objectives.
- Provide leadership, mentorship, and training to help team members develop and perform at their best, ensuring consistent, high-quality client interactions.
- Foster a collaborative and high-performance team culture that prioritizes client success, satisfaction, and operational efficiency.
Global Client Onboarding Support:
- Oversee the successful execution of the onboarding process for clients worldwide, ensuring solutions reflect the regional realities, operational practices, and regulatory requirements of each market where we operate.
- Act as the point of escalation for complex or urgent client onboarding issues, resolving problems with a focus on client satisfaction and operational efficiency.
- Ensure that the onboarding solutions we deliver address specific client needs and enhance their success, with a focus on seamless integration and streamlined processes.
Client-Centric Focus & Satisfaction:
- Focus on ensuring the onboarding journey is client-centric, with an emphasis on building strong, long-lasting relationships and delivering exceptional experiences.
- Collaborate with clients to understand their business needs and technical requirements, customizing the onboarding experience to meet their unique demands.
- Collect feedback from clients, ensuring their satisfaction throughout the process, and share this feedback with internal teams to drive continuous improvement.
Automation & Operational Efficiency:
- Drive the automation of the client onboarding process, focusing on identifying areas to streamline workflows, reduce manual interventions, and scale the onboarding experience for global clients.
- Collaborate with cross-functional teams to implement automated systems, tools, and processes that enhance operational efficiency and scalability while maintaining high levels of client satisfaction.
- Lead efforts to develop scalable solutions that allow the onboarding process to expand effectively as the company grows, supporting stakeholders around the world.
Process Optimization & Continuous Improvement:
- Regularly review and optimize the client onboarding process, identifying opportunities to enhance efficiency, reduce time-to-value, and improve client satisfaction.
- Promote a culture of innovation and process improvement, encouraging team members to contribute ideas that can optimize workflows and improve client outcomes.
- Ensure that best practices are followed across the team, including documentation, communication, and task management.
Collaboration with Cross-Functional Teams:
- Work closely with internal teams such as Sales, Account Management, and Customer Service to ensure seamless handoffs, consistent client communication, and alignment on client expectations.
- Act as a liaison between the client and internal stakeholders to ensure that client needs are understood and addressed in a timely manner.
- Partner with the Sales team during the pre-sales phase to gather client requirements and use case information, ensuring smooth transitions to onboarding.
Project & Task Management:
- Coordinate the delivery of onboarding projects across multiple clients, ensuring milestones are met, issues are addressed, and the onboarding experience is seamless.
- Manage and track the status of onboarding projects to ensure efficient execution and timely resolution of issues.
Training & Resources:
- Lead onboarding workshops and training sessions for internal stakeholders, ensuring that they fully understand the solutions being implemented and how to make the most of them.
- Contribute to the creation of self-service resources, training materials, and knowledge bases that allow clients to onboard efficiently and independently.
Reporting & Metrics:
- Track and report on the success of client onboarding, utilizing data and feedback to assess team performance, client satisfaction, and process efficiency.
- Share key performance metrics and insights with leadership to inform decisions and optimize the client onboarding strategy.
Qualifications
- 3+ years of experience in a customer-facing or project management role, with at least 1-2 years of experience leading or managing a small team.
- Strong organizational skills with the ability to manage multiple projects, timelines, and client expectations in a fast-paced, global environment.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and cross-functional teams.
- Experience in driving automation and process improvements to scale onboarding efforts globally.
- A strong understanding of client needs and a commitment to delivering client-centric solutions that drive satisfaction and success.
- Experience working with international clients and understanding the unique challenges and requirements of different global markets.
- Ability to adapt to changing circumstances and handle competing priorities effectively.
- Technical curiosity with an understanding of onboarding processes, systems, and software tools.
- Bilingual (English and French) is a plus.
Personal Attributes:
- Strong leadership and team-building skills, with a focus on coaching and developing team members.
- Client-focused mindset with a passion for delivering outstanding onboarding experiences.
- Highly organized and able to prioritize effectively in a dynamic, fast-paced environment.
- Proactive, results-oriented, and able to work independently and as part of a team.
- Comfortable with change and continuously seeking opportunities to improve processes and workflows.
- Strong problem-solving and decision-making abilities, with a focus on client satisfaction and operational efficiency.
Why Join Us?
At Intelcom | Dragonfly, you’ll thrive in a flexible and stimulating environment, surrounded by passionate talent. You’ll also enjoy a wide range of benefits:
- On-site gym with a personal trainer
- Employer-provided lunch of your choice
- Comprehensive group insurance
- Group RRSP plan
- Care & Well‑Being Activities
- Partial reimbursement for public transportation
- Employee Assistance Program
…and much more.
This position has been opened to address a genuine organizational need within the company.
At Intelcom | Dragonfly, we move forward guided by strong values: collaboration, innovation, excellence, and responsibility.
We embrace diversity, ensure equity, and foster a true sense of belonging.
Accommodation measures are available for individuals with disabilities throughout our recruitment process, in compliance with the law. Please let us know if you have any specific needs.
