Operations Manager (ServiceOntario)

Ontario Public Service Leadership | Leadership dans la fonction publique de l’Ontario; Northwestern Ontario; On-site; CAD 90,000 - 115,000; Full time

Job summary

A provincial government agency in Thunder Bay is seeking an Operations Manager to oversee vital services impacting Ontarians. The candidate must possess strong leadership and customer service skills in a high-volume environment. Responsibilities include improving service delivery, managing frontline teams, and fostering an inclusive workplace culture. This role offers growth opportunities within the Ontario Public Service and a commitment to diversity, equity, and inclusion.

Benefits

Competitive salary

Defined-benefit pension plan

Comprehensive benefits

Flexible work arrangements

Qualifications

• Experience in high-volume service delivery environments.
• Proven ability to modernize systems and improve service delivery.
• Commitment to diversity and inclusion in leadership.

Responsibilities

• Oversee operational portfolio in a high-volume environment.
• Drive employee engagement and feedback.
• Collaborate across sectors to support initiatives.

Skills

Leadership

Customer service

Analytical skills

Interpersonal skills

Project management

Education

Relevant post-secondary education

Job description

Shape Vital Services That Touch Every Ontarian – Join Us as Operations Manager in Thunder Bay

Do you thrive in dynamic, high-volume environments where every day brings new challenges and opportunities? Are you a people-focused professional with a passion for continuous improvement and exceptional customer service? If so, consider joining ServiceOntario's Vital Events Registry Services Branch as Operations Manager.

In this role, you will oversee a broad operational portfolio in a high-volume service delivery environment, ensuring efficient, customer-focused services. You will guide business administration, data integrity, modernization initiatives, and certificate production services that impact the lives of Ontarians every day.

We are looking for someone who can support frontline teams, champion service excellence, and foster a responsive and resilient workplace culture. If you want to make a difference through purpose-driven work and operational leadership, this may be the opportunity for you.

The Ontario Public Service: Strengthening Ontario, together.

A career in the Ontario Public Service is driven by a passion for creating a stronger Ontario. If you share this ambition, we are fostering a diverse, equitable, and inclusive workplace where employees have the tools and opportunities they need to be fulfilled and inspired to move Ontario forward. Our leaders enjoy:

• Purpose-driven culture: Be part of a dynamic leadership team dedicated to serving 15 million Ontarians. Your leadership will drive long-term impact and contribute to public service excellence.
• Empowering work environment: Thrive in an inclusive workplace that reflects the population we serve, with flexible work arrangements and friendly workplaces that support you in bringing your authentic self to work and exploring your full potential.
• Expansive leadership opportunities: Benefit from endless growth opportunities, mentorship, and the chance to lead across various sectors. In the Ontario Public Service, your leadership journey can span multiple ministries and functions.
• Recognition and Rewards: Your efforts will be recognized both formally and informally, ensuring you feel valued and supported. We offer competitive salaries with performance-based pay, a defined-benefit pension plan, and comprehensive benefits that support your holistic wellness. Enjoy a range of vacation and leave options, along with access to employee and family assistance programs and inclusive counselling services.

About the job

At the Ontario Public Service, we hold our leaders to the highest standards, expecting them to embody authenticity, accountability, and courage in every action and decision. As a leader, you'll be at the forefront of creating a dynamic work environment that sparks innovation, fosters collaboration, and champions inclusivity. We value a diverse, anti-racist, and accessible workplace where everyone feels safe and respected. By embracing these values, you'll help build a vibrant team culture where every individual can thrive. Your leadership will inspire and motivate your team to achieve their best, aligning their efforts with our strategic vision.

To succeed in this role, you will:

• Drive employee engagement by offering meaningful feedback and recognizing contributions.
• Modernize systems and procedures to improve service delivery and the customer experience.
• Build and maintain effective stakeholder relationships to support compliance, training, and operational problem-solving.
• Improve program performance by monitoring data and recommending improvements.
• Collaborate across sectors to support initiatives beyond your immediate portfolio.
• Maintain facility security and ensure records are managed in accordance with policies and standards.

Please note:

• This position is based in Thunder Bay and requires on-site work five days per week.
• The results of this competition may be used to fill similar future vacancies in the division.

Meet Your New Team

ServiceOntario acts as the front door to government, helping people and businesses across Ontario access essential services. We strive to make public services simpler, faster, and better, while driving innovation and protecting the integrity of critical services. You will be part of the Vital Events Registry Services Branch, also known as the Office of the Registrar General, which registers and certifies key life events such as births, deaths, marriages, adoptions, and name changes. The branch also manages vital statistics data for Ontario.

As Operations Manager, you will report to the Senior Manager. Vital Events Registry Services Branch. You will work closely with a team of peer managers and dedicated frontline staff in a collaborative, supportive, and service-driven environment. Our culture values open communication, teamwork, and continuous learning as we work together to deliver high-quality services to Ontarians.

What you bring to the team

Strategic Leadership and People Management

• Demonstrated the leadership behaviours, attributes and mindsets for leaders, across the organization, to lead the OPS into the future and deliver our vision.
• Proven experience in inspiring, engaging, motivating, developing, and mentoring professional staff on high-profile initiatives.
• Commitment to equity, inclusion, and diversity in your leadership approach.
• Understanding of HR practices, including performance management, coaching, and succession planning.
• Experience managing frontline operations in customer-facing, high-volume environments.

Issues Management and Analytical Skills

• Ability to assess complex service delivery challenges and develop practical, client-centered solutions.
• Experience monitoring performance metrics and identifying opportunities for operational improvement.
• Proven success in managing issues across multiple business functions and working with internal experts to resolve them.
• Knowledge of how IT systems can support service delivery and product development.

Relationship Management and Communication Skills

• Excellent interpersonal and communication skills to build trust and influence across stakeholder groups.
• Experience preparing reports, business cases, briefings, and communications for senior audiences.
• Confidence delivering presentations and training in formal and informal settings.

Project and Financial Management Skills

• Knowledge of policy development and decision-making in a government or political context.
• Ability to interpret and apply legislation and directives relevant to operations.
• Experience with budgeting, procurement, and financial oversight in public or regulated sectors.
• Familiarity with project management methodologies and tools to lead programs and initiatives from planning through implementation.

Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

Apply by: Wednesday, August 6, 2025 11:59 pm EDT