Manager Business Services

City of Toronto•Union, NJ

8d•Onsite

About The Position

Ombudsman Toronto is seeking a Manager, Business Services to provide senior-level decision support and coordination to the Deputy Ombudsman and Senior Leadership Team on business and corporate service functions. The role manages finances, human resources, organizational planning, contracts, and operations, ensuring the organization has the operational infrastructure to deliver its mandate efficiently, accountably, and in accordance with strategic objectives. Ombudsman Toronto operates independently of City Council and the City administration; its staff report directly or indirectly to the Ombudsman, an independent Officer of City Council. The Manager provides confidential strategic advice on complex issues, prepares reports, briefing notes, and correspondence for senior executives, and develops and implements plans and policies supporting strategic goals. The role advances equity and inclusion objectives, leads implementation of the current strategic plan, and identifies business transformation solutions as organizational needs evolve. It also leads change initiatives to improve public service levels, coordinating project plans, timelines, budgets, milestones, deliverables, staff, contractors, and other stakeholders. The position oversees business, administrative, and operational functions, including day-to-day staff operations and work coordination, annual budgeting, finances, facilities, equipment, supplies, technology, data management, procurement, contracts, and vendor relationships. Working with People & Equity, the Manager advises on corporate human resources and employment policies, supports recruitment, and guides staff on policies, procedures, and legislative requirements. The role collaborates with City entities and Purchasing & Materials Management, participates in internal working groups and committees, monitors operational performance, and recommends improvements. It fosters teamwork, quality, continuous learning, innovation, and an inclusive workplace.

Requirements

Post-secondary education in a discipline pertinent to the job function, such as Public Administration, or an approved combination of education and experience.
Extensive experience leading programs, projects, or initiatives at the senior level, with strong project management skills.
Considerable experience providing strategic advice to senior leaders in policy and/or issues management.
Considerable people management experience, including leading, motivating, and developing staff and supporting an inclusive and respectful workplace culture.
Considerable experience conducting research, analyzing complex data, and interpreting and summarizing information to support decision-making.
Experience preparing plans and comprehensive reports.
Advanced proficiency in the MS Office Suite, specifically MS Excel, OneNote, and PowerPoint.
Understanding of administrative fairness and human rights in service delivery and Ombudsman office operations.
Demonstrated experience with public procurement processes and managing and delivering projects while maintaining budgetary control and keeping expenditures within approved budgets.
Excellent analytical skills, strategic-advice abilities, and ability to deliver results.
Excellent problem-solving skills and ability to make timely, well-informed decisions.
Ability to react quickly to changing situations and demands, manage competing priorities, and meet tight timelines.
Ability to consistently exercise sound judgment, integrity, and discretion.
Exceptional communication skills and demonstrated ability to work independently and as part of a team.
Openness to learning and willingness to engage in cultural competency training.

Nice To Haves

Project Management Professional (PMP) certification.

Responsibilities

Provide senior-level decision support and coordination to the Deputy Ombudsman and Senior Leadership Team on business and corporate service functions.
Provide confidential strategic advice on complex issues and prepare reports, briefing notes, and correspondence for senior executives.
Develop and implement plans and policies that support Ombudsman Toronto’s strategic goals, and lead implementation of the current strategic plan.
Advance equity and inclusion goals across policies and programs and identify business transformation solutions in response to changing needs.
Lead organizational transformation and change initiatives to improve service levels to the public, including developing project plans, timelines, budgets, milestones, and deliverables.
Lead or coordinate project and operational initiatives involving staff, contractors, and other stakeholders.
Participate in identifying and measuring operational performance standards and recommend improvements.
Oversee day-to-day staff operations, including scheduling, assigning, and reviewing work, and coordinate staff without direct authority to complete projects and recommendations on complex, sensitive matters.
Develop, recommend, and administer the office’s annual budget, ensuring expenditures remain within approved limits.
Coordinate finances, facilities, equipment, supplies, technology, and other operational resources.
Develop initiatives with other managers to improve efficiency and reduce costs associated with ineffective practices or policies, including data management.
Work with People & Equity to advise on corporate human resources and employment policies, ensure compliance, coordinate recruitment initiatives for hiring managers, and guide staff on corporate policies, procedures, and legislative regulations.
Manage procurement, contracts, and vendors, collaborating with Purchasing & Materials Management to ensure compliance with corporate procurement processes.
Establish and maintain communications and linkages with other City entities and participate in internal working groups and committees.
Maintain current knowledge of industry developments and best practices and procedures for operational effectiveness.
Foster effective teamwork, high work-quality and organizational-performance standards, continuous learning, and innovation.