This job board retrieves part of its jobs from: Fort Saskatchewan Jobs | Mississauga Jobs | Work From Home

Canadian Jobs Board for Customer Service!

To post a job, login or create an account |  Post a Job

   Customer service jobs   

Looking to progress on your career as customer representative? Here we are!

Slide 1
Slide 2
Slide 3
previous arrow
next arrow

Manager Program Support

City of Toronto

This is a Contract position in Ottawa, ON posted August 3, 2022.

Press Tab to Move to Skip to Content Link Division & Section: Employment & Social Services, E&SS Strategic Program Management Job Type & Duration: Full-Time, Permanent Vacancies Salary: $104,340.60
– $122,595.20, TM0464 and Wage Grade 7.5 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 2 Posting Period: 29-Jul-2022 to 15-Aug-2022 Job Summary The role of the Manager Program Support is to manage all operations related to a portfolio of business support services and functions, including developing and implementing strategic responses to support overall divisional objectives and program efficiency, and providing portfolio specific services to the Division through the optimal utilization of human and fiscal resources.

Toronto Employment and Social Services (TESS) is seeking three managers to lead different units in the division as listed below.

Candidates are encouraged to consider which unit they are best suited for when responding to this opportunity, incorporating relevant skills and experience.

Strategic Planning, Research and Engagement (SPRE) Unit The Strategic Planning, Research and Engagement unit is responsible for leading and supporting transformational social and human services projects that advance the division’s strategic priorities and the goals articulated in the City’s Poverty Reduction Strategy .

As the Manager of the unit, you will lead a team of staff responsible for: designing and implementing engagement strategies and activities with residents, staff, researchers, and stakeholders; monitoring, analyzing and developing policy impacting low income residents; applying innovative program and service design approaches to cross-divisional initiatives, including Human Services Integration (HIS); research and analysis of social, economic and labour market issues and opportunities; developing Committee and Council reports on behalf of the division; and facilitating strategic planning processes – all with the goal of improving the suite of supports and services available to Toronto residents living in poverty.

Business Intelligence and Analysis (BIA) Unit The Business Intelligence and Analysis unit provides the division with business intelligence planning, analysis and reporting in order to enable accessible and timely data-informed analysis to support planning, operational performance and decision-making at strategic, tactical and operational levels.

As the Manager of the unit, you will lead a team of staff responsible for: delivering outcome and geographic reports, ad hoc queries, deep dives, scenario-based forecasting and related analysis of Ontario Works caseloads, demographics, and service demands; establishing information portals and reports to improve organizational knowledge, management and information sharing; and developing and reporting program and service monitoring and evaluation frameworks, including business analysis, key performance indicators, metrics / measures, and tracking and reporting approaches.

Community and Employment Partnerships (CEP) Unit – Contract Administration The CEP Unit collaborates with lead business units and operations to inform, advance and integrate Provincial, Divisional and City priorities and services related to social assistance, stability supports, workforce development and poverty reduction.

As the Manager of Contract Administration in the CEP Unit you will lead a team of staff responsible for the development of service agreements with third party employment and stability supports service providers, as well as oversee program administration activities, including: issue management, marketing/outreach, service provider training, performance management and payment procedures.

In your role you will be responsible for the development of a compliance and integrity framework to support overall contract administration and performance measurement.

In addition you will support the implementation of key Divisional initiatives including the Zero Tolerance Framework to respond to incidents of discrimination and harassment relating to contracted service providers and respond to requests from the senior management team and City Officials.

Major Responsibilities: Develops and implements detailed plans and recommends policies regarding program specific requirements.

Manages, motivates and trains the unit’s staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.

Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work.

Authorizes and controls vacation and overtime requests.

Monitors and evaluates staff performance, approves salary increments and recommends disciplinary action when necessary.

Develops, recommends and administers the annual budget for the unit, and ensures that the unit’s expenditures are controlled and maintained within approved budget limitations.

Provides professional guidance, leadership and expertise regarding a portfolio of key divisional business support services and/or functions and acts as a resource to divisional staff and community partners.

Identifies automated requirements and facilitates strategies to enhance, develop and implement effective data management and reporting systems ensuring that essential information is available to meet Division’s analytical and reporting needs.

Leads strategic cross-divisional projects, working with internal and external stakeholders to deliver outputs and achieve outcomes that contribute to program / service development and improvement Negotiates and monitors contractual arrangements with third party organizations for service delivery ensuring that agreements meet program and corporate standards.

Builds collaborative working relationships by consulting, negotiating and problem solving with all senior levels of government, service providers and community based organizations to affect improvements to Ontario Works Program development.

Makes recommendations to senior divisional staff on the impact and effectiveness of divisional policies, programs and operations, and develops proactive solutions to address current and evolving divisional needs.

Ensures that operational changes are implemented to improve divisional efficiency and quality of service.

Directs the development of analytical reports for senior management’s consideration on the effectiveness of divisional business processes and on divisional compliance to established legislation, policy and procedures including best of practice and recommending strategic responses to address areas requiring improvement.

Establishes monitoring and reporting structures including performance measures to ensure that overall program objectives are met, optimum funding and resources are attained and to facilitate divisional changes to improve overall program performance and outcomes.

Oversees the design and delivery of training programs and presentations.

Manages special projects/assignments and media events as needed.

Key Qualifications: Extensive experience managing staff within an environment that promotes and fosters teamwork, strong ability to motivate and develop staff, conduct performance reviews, handle labour relations matters and resolve conflicts.

Considerable project management experience with a demonstrated ability to handle complex multifaceted project responsibilities, provide recommendations, execute and meet established targets within defined deadlines.

Experience successfully working with a broad range of stakeholders within the City, other levels of government, community leaders and agency board members, and political representatives while balancing political, community and other stakeholder interests to achieve results.

Experience in program design and implementation that includes defining program objectives, organizing program delivery, managing program operations and evaluating program performance and reporting on achievements.

Experience with data analysis, reporting and management systems.

Excellent interpersonal and/or public relations skills including the ability to forge partnerships, liaise, negotiate, consult, problem solve and resolve conflicts with all organizational levels within the City; other senior levels of government, and community stakeholders.

Excellent stakeholder consultation with strong ability to influence and negotiate community development initiatives and projects by creating solutions to complex operating service delivery issues.

Comprehensive knowledge and understanding, including the ability to interpret and clarify, complex Social Assistance Legislation (e.g.

Ontario Works), service agreements/contracts and policies and procedures would be an asset.

Knowledge of provincial and divisional technology systems in order to manage statistical information, to meet the Division’s reporting requirements and to identify needed technological improvements, trends and training needs.

Excellent oral and written communication skills at a senior management level including the ability to write concise reports and executive summaries.

Political acumen, judgement and insight, as well as advanced skills and judgement in public relations, including the ability to negotiate and achieve consensus among parties having different objectives.

Knowledge of the collective agreements and legislation in the areas of human rights, employment, labour and health and safety.

Familiarity with government legislation in the area of occupational health and safety.

Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City’s Mandatory Vaccination Policy .

Candidates will be required to show proof of vaccination during the recruitment process.

Equity, Diversity and Inclusion The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.

Learn more about the City’s commitment to employment equity .