PROGRAM MANAGER BUSINESS SUPPORT

City of Toronto; Toronto; On-site; CAD 105,000 - 161,000; Full time

Job summary

The City of Toronto is seeking a strategic leader to direct policy planning and service delivery within Corporate Real Estate Management. You will guide division-wide initiatives, provide high-level strategic advice, and oversee organizational change projects to support the City’s strategic priorities.

Reporting to the Manager, Strategic Policy & Planning, you will collaborate with senior management to advance CREM priorities and ensure effective program delivery and governance across the

Qualifications

• Post-secondary education in a professional discipline pertinent to the job function plus relevant experience or equivalent education/experience.
• Considerable experience as a fully accountable program leader implementing solutions for divisional issues.
• Experience delivering complex projects with minimal direction while balancing stakeholders.

Responsibilities

• Lead division-wide initiatives to improve organizational effectiveness through change and process improvement.
• Develop and implement plans and policies for program requirements.
• Lead service level agreement development, performance management, and divisional reviews.
• Provide confidential strategic advice to senior management on complex issues.
• Oversee business process re-engineering and staff training across the division.
• Research, evaluate, and implement new business processes and pilots.
• Develop and implement performance measurement programs to gauge improvement.
• Identify and manage emerging issues affecting division transformation.
• Participate in and lead divisional and cross-divisional committees and task forces.
• Maintain strong liaison with senior management and external partners.

Skills

Organizational leadership

Change management

Project management

Performance measurement

Stakeholder engagement

Education

Post-secondary education in a professional discipline

Job description

Job Summary:

Reporting to the Manager, Strategic Policy & Planning, this position will lead Division-wide initiatives to advance Corporate Real Estate Management (CREM) priorities and provide strategic advice and operational support to the Divisions' Senior Management Team.

Major Responsibilities

Organizational Development

• Lead Division-wide initiatives to improve organizational effectiveness through change, including business process improvement, employee development, and organizational performance measurement and management.


• Develops and implements detailed plans and recommends policies regarding program specific requirements.


• Leads initiatives in the areas of service level agreement development, performance management, implementing industry best practices and divisional level business and program review.


• Provides confidential, strategic advice and decision support to the senior management team on complex issues to foster organizational excellence and enhance divisional transformation in all areas of the Division.


• Oversees business process re-engineering projects in the Division ensuring that they are project managed and implemented appropriately and that training is provided to all staff involved in the improvement exercise.


• Provides research, evaluation, and implementation of new business processes within the Division including introduction of pilots, training and methodologies for implementation across the Division.


• Develops and implements performance measurement programs and frameworks in order to measure operational improvement across the division.


• Anticipates, identifies and manages emerging issues and challenges, in an effort to identify solutions for business transformation as a result of evolving and changing needs.


• Participates in identifying and measuring performance standards for the Division and makes recommendations on performance improvements.


• Interacts and is the \"point person\" in the Division for business support related policies and procedures and ensures that these policies and procedures are implemented.


• Leads and/or participate on various divisional and cross-divisional Committees, Task Forces and Working Groups as the divisional representative, providing input, advice and recommendations that support the mandate and goals of the Division.

Strategic Planning/Service Delivery

• Leads the Division's strategic planning and transformational processes and ensures consultation, development, preparation and maintenance of the Division's strategic or service plan in accordance with the City's Strategic Plan, themes and actions.


• Leads initiatives and programs that advance the Division and City's strategic goals. Ensures that access, equity and diversity goals are advanced through divisional policies and programs.


• Provides consultation, advice and recommendations to the division's senior management team on complex organizational and management change practices, business planning, strategic planning initiatives and the creation of a high-performance workplace.


• Establishes an effective and collaborative working relationship with the Division's senior management team, management staff, staff from other City Divisions and external partners for operational initiatives.


• Supports the Division Head in addressing ongoing and emerging issues and priorities for the Division.

Operational Effectiveness

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


• Manages assigned staff by setting directions and monitoring direction and performance of staff related to it.


• 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.


• Represents the Division on key divisional and corporate initiatives and maintains effective working relationships with the Deputy City Manager's Office, senior management both internal and external to the Division, divisional staff, external boards and agencies and other levels of government.


• Leads the development and implementation of divisional employee engagement initiatives e.g. Customer Service Survey, Divisional Newsletter, Special Events, Team Building Workshops.

Communication

• Prepares briefing notes, presentations, and correspondences for the Manager, Strategic Policy & Planning, as well as the division's senior management team on corporate/divisional initiatives, confidential and sensitive matters, as required.


• Ensures increased communication between senior management and staff within the Division by developing staff information sessions and by providing session design, co-ordination, speakers and facilitation for several information sessions per year.


• Undertakes research and analysis for the Division and program areas and prepares comprehensive reports to Council and Committees.


• Manages divisional employee engagement initiatives, increasing employee satisfaction and promoting an inclusive culture.

Key Qualifications

• Post-secondary education in a professional discipline pertinent to the job function combined with relevant experience or an equivalent of education and experience.


• Considerable experience operating as a fully accountable program leader, identifying needs, initiating, coordinating and managing the implementation of solutions in response to divisional issues.


• Considerable experience delivering complex projects and programs with minimal direction, while balancing organizational, political, community and other stakeholder interests.


• Considerable experience in improving organizational effectiveness through change, including business process improvement, employee development, and organizational performance measurement and management.


• Considerable experience with stakeholder and relationship management at all levels, including directors, senior leaders in other divisions, and staff.


• Considerable experience in preparing comprehensive reports, briefing notes and professional presentation material.


• Advanced leadership skills with demonstrated supervisory competencies including the ability to coach, hold accountable, mentor, engage and motivate staff.


• Highly developed communication and presentation skills at all organizational levels.


• Highly developed interpersonal skills with the ability to interact with diverse client groups, excellent listening skills and a strong commitment to customer service.


• Highly developed human relation skills with the ability to effectively handle matters of a confidential/sensitive nature as it relates to Council, other senior staff, management, and unionized employees.


• Ability to lead change and be flexible, responsive, critical and demonstrates new ways to think, act and plan.


• Knowledge of legislative and contractual obligations and related corporate policies.


• Working knowledge of HR policies and procedures, collective agreement provisions and legislative compliance requirements.

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 .

Job Category:Policy, Planning & Research

Job Type & Duration:Full- time, Permanent Vacancy

Salary Range:$105,241 - $160,649

Shift Information:35 hours per week, Monday to Friday

Affiliation:Non- Union

Number of Positions Open:1

Posting Period:11-Sep-2026 to 25-Sep-2026