Manager, Client Services Unit FC4 Consumer Services Officer 4 Regular/full-time Public Service Delivery Residential Tenancy Branch, Consumer Protection Winnipeg MB Advertisement Number: 45519 Salary(s): FC4 $85,374.00 - $111,095.00 per year Closing Date: July 31, 2026 The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities, languages and perspectives drives a high standard of service and innovation.The Manitoba government supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities).

Employment

Equity is a factor in selection for this competition. Consideration will be given to women, Indigenous people, visible minorities and persons with disabilities. An eligibility list may be created for similar positions and will remain in effect for 12 months.

The Consumer Protection

Division supports and protects the interests of Manitoba consumers, citizens, businesspeople, landlords, and tenants.

Duties The

Manager is responsible for the development of programs and policies, as well as the supervision, coordination, and delivery of all matters related to client services. The position is accountable for managing a highly specialized service within a quasi-judicial body that conducts public hearings and issues orders and decisions. The Manager oversees the timely and accurate delivery of intake services, including the initial resolution of tenancy disputes, and ensures the effective dissemination of information to clients both in person and by telephone.

The role also includes delivering presentations, seminars, and educational sessions on rights and responsibilities under The Residential Tenancies Act, The Life Leases Act, The Condominium Act, and the Policies and Procedures Guidebook. In addition, the Manager is responsible for identifying, recommending, and implementing process improvements to enhance service delivery and operational effectiveness.

Qualifications Essential - Post-secondary education in public administration, business administration, management, law, conflict resolution, mediation,



or a related field, or an equivalent combination of education and experience

- Significant management experience leading staff in a complex operational environment, including coaching, performance development, attendance management, workforce planning, recruitment and selection, and addressing complex employee relations matters.
- Experience leading client-focused service delivery operations in a complex, high-volume environment, including operational risk management, service standards, and managing competing priorities.
- Extensive experience interpreting, applying, and administering legislation, regulations, policies, and program requirements in a regulatory, compliance, enforcement, adjudicative, or administrative tribunal environment.
- Experience identifying, assessing, and managing sensitive, high-risk, or time-sensitive operational matters, including escalated client issues, oversight-body inquiries, privacy matters, or executive correspondence.
- Experience developing, implementing, or improving operational processes, programs, policies, service delivery practices, technology solutions, or modernization initiatives, including the use of digital collaboration tools, case management systems, client contact systems, and AI-enabled technologies to support service delivery, communication, analysis, and decision-making.
- Extensive experience building and maintaining effective relationships with internal and external stakeholders, including staff, clients, government officials, oversight bodies, external partners, and the public, while demonstrating tact, diplomacy, political acuity, and sound judgment in sensitive matters.
- Excellent verbal communication skills, including the ability to communicate complex, sensitive, legislative, or operational information to diverse audiences.




- Excellent written communication skills, including preparing, reviewing, and approving complex reports, ministerial responses, briefing materials, advisory notes, recommendations, submissions, and other executive-level materials for senior management or executive decision-makers.
- Strong analytical, research, problem-solving, and decision-making skills, including the ability to assess operational data, identify trends and risks, conduct environmental or jurisdictional scans, and develop evidence-informed recommendations. Desired - Knowledge of The Residential Tenancies Act, The Life Leases Act, The Condominium Act, and related regulatory frameworks.
- Experience working in an administrative tribunal, regulatory, compliance, investigative, mediation, or dispute resolution environment, including the application of administrative fairness, natural justice, procedural fairness, or conflict resolution principles.
- Experience leading continuous improvement, service modernization, digital transformation, Lean, Human-Centred Design, or organisational change initiatives.
- Ability to communicate in French. Conditions of Employment - Must be legally entitled to work in Canada - Must provide a satisfactory Criminal Record Check with Vulnerable Sector Search; Adult and Child Abuse Registry Checks.
- Must have a valid class 5F driver's licence.
- Must be able to travel throughout the province as required with overnight stays.
- Must be able to work overtime on short notice as required.

Financial

Security - Attractive salaries

- Defined pension plan
- Life insurance coverage
- Long-Term Disability Plan Benefit Plan - Employer paid health care perks including health, dental and vision
- Extended health care for services such as physiotherapy, chiropractor, massages, acupuncture and more
- Annual health spending account for eligible employees Commitment to Health and Wellness - Employee and Family Assistance Program
- Paid time-off including sick leave, wellness days and family related leave days
- Flexible work arrangements for eligible positions
- Generous vacation entitlements, increasing with years of service
- Parental, maternity, and adoptive leave options

📌 Manager, Client Services Unit (Winnipeg)
🏢 Manitoba Government
📍 Winnipeg