Internal Messenger Lead

Reports To: The Internal Messenger Lead will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership.

The Internal Messenger Lead is responsible for managing the day‑to‑day operations of the messenger department, leading a team of staff and backfills, and ensuring high‑quality internal service and customer experience.

This role includes overseeing mail and package deliveries, maintaining accurate records, coordinating schedules and time off, training new staff, and providing regular reports to management. The position requires strong organizational skills, attention to detail, the ability to multitask, and excellent communication and customer service skills.

Ability to lead a team of staff and backfills. Willingness to learn all aspects of the job. Self‑motivator. Communicate clearly and effectively (verbal and writing). Ability to go above and beyond when necessary. Must be organized and detail‑oriented. Able to multi‑task and handle high volume both internal and external guests. Must have strong customer service skills. Must be computer savvy.

• Manage a team and oversee the day‑to‑day operation in the messenger department.
• Execute all functions of the Client Service Associate in the messenger department.
• Ensure policies and procedures are always being followed at all times.
• Ensure that everyone is providing tenants with high level customer service.
• Familiarize oneself with internal service departments such as the Building Office, Security Department, Delivery locations etc.
• Follow up on employee requests and make sure they are carried out in their entirety; eagerness to learn new information and adapt to changes as they arise.
• Manage the team’s schedule and time off.
• Arrange coverage when there is a call‑out or schedule Pay Time Off.
• Ensure employees’ Pay Com timecard is accurate and ready for approval on Fridays.
• Train and coach new staff and backfill.
• Counsel employee when necessary and keep record of event.
• Issue written warnings to employee.
• Maintain good communication with Team, Manager and Building office.
• Responsible for all Brookfield and SPS documentation and procedures.
• Provide Monthly reports to Manager on messenger deliveries Volume.
• Execute tenant related requests and inquiries.
• Train new staff and backfills.
• Ensure all equipment (MSA and IOffice) is operational at all times and report any technical issues when needed.
• Update the ops manual and continuity plan as needed.
• Send Manager a weekly report of any incident (client complaint, employee challenge, system failure etc.)
• Ensure all backfills and new hire signs off on the Rule of Conduct sheet and call out/ PTO policy.
• Provide feedback on Backfills.
• Keep uniform clean during the shift.
• Execute yearly performance review.

• Provides 5‑star customer service to all employees (in all forms of communication).
• Performs the initial rough and fine sorts of incoming mail delivered via courier.
• Maintains records of daily deliveries in the system and/or log book.
• Scans all incoming deliveries once they are logged.
• Sorts deliverable items in accordance with the delivery route to ensure maximum efficiency.
• Understands privacy rules and do not tamper with packages or documents.
• Delivers mail to end users in a timely manner.
• Ensures recipients sign for their delivery upon receipt.
• Contacts courier/messenger companies regarding status of deliveries.
• Maintains the Business Service Center area in a neat and orderly fashion.
• Monitors the level of office supplies on the floor and replenishes and orders accordingly.
• Proactively seeks out additional work during downtime.
• Builds professional relationships with customers and other teams.
• Maintains professionalism and composure when interacting with all employees.
• Trains back‑up and providing guidance on policies and procedures.
• Determines what additional support is needed when handling sensitive inquiries.
• Provides exceptional customer service to client.
• Provides reception or concierge (front of office) or hospitality (back of office) coverage as needed.
• Strong verbal and written communication skills.
• Ability to handle multiple tasks…