Job Title: MANAGER PROGRAM SUPPORT

Business Intelligence and Analysis (BIA)

Strategic Planning, Research and Engagement (SPRE)

Manager, Business Process and Projects Office (BPPO)

Job ID: 65832

Job Category: Administrative

Division & Section: Employment & Social Services, E&SS; Strategic Program Management

Work Location: Metro Hall, 55 John Street, 7th Floor

Job Type & Duration: Full-time, 3 Temporary Vacancies (12 months with a possibility of extension)

Salary Range: $105,241.00 - $160,649.00

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 3

Posting Period: 28-Aug-2026 to 11-Sep-2026

About Us The City’s Employment and Social Services Division (TESS) delivers financial benefits and person-centered support to residents through the provincial Ontario Works social assistance program. Ontario Works is intended to support individuals and families in financial need to move toward employment.

The Strategic Program Management Division provides strategic advice, business intelligence, planning, research, engagement, project management and business process support to strengthen TESS's operational performance, service delivery and stewardship of the Ontario Works program.

Reporting to the Director, Strategic Program Management, the Manager, Program Support will lead one of three units: Business Intelligence and Analysis; Strategic Planning, Research and Engagement; or the Business Process and Projects Office. Working across the division and with corporate, provincial and external partners.

We are looking for experienced strategic leaders who can translate complex information and organizational priorities into clear advice and action. You bring strong people leadership, analytical, communication and relationship-building skills, with experience working collaboratively across organizational boundaries and managing complex initiatives in a energetic public-sector environment.

Major Responsibilities:

Manager, Business Intelligence and Analysis (BIA)

The Manager, Business Intelligence and Analysis will oversee the development and delivery of timely, accurate and actionable data and analytics to support strategic, tactical and operational decision-making across TESS. The Manager will:

- Lead the development of advanced dashboards, reports, visualizations, performance metrics and other data products to support evidence-based planning and operational decision-making.
- Conduct technical, statistical and analytical reviews of Ontario Works caseloads, client demographics, service demand and service utilization to identify trends, evaluate program effectiveness and improve service delivery and client outcomes.
- Lead and support evaluations and high-impact projects that use data and business intelligence to assess outcomes, modernize business processes, improve service integration and inform strategic investments.
- Translate complex data and analysis into accessible insights for diverse audiences and build divisional capacity in data literacy and analytical problem-solving.
- Build and maintain strong relationships with business intelligence functions across the City, other orders of government and external partners, including the Ministry of Children, Community and Social Services.

Manager, Strategic Planning, Research and Engagement (SPRE) The Manager, Strategic Planning, Research and Engagement will steer strategic planning, research, evaluation,



engagement and systems leadership activities that support TESS's priorities and mandate. The Manager will:

- Lead the articulation and alignment of TESS's vision, mission, values and strategic priorities, and coordinate divisional strategic planning processes aligned with City-wide objectives.
- Lead the preparation and critical review of divisional reporting, staff reports, briefing materials and analysis for City Council, the Province and senior leadership.
- Lead and support policy, research and evaluation initiatives at the client, program and system levels, monitor relevant academic, government and community research, and use robust metrics and reporting tools to monitor performance.
- Design and facilitate inclusive client and stakeholder engagement and consultation strategies, including initiatives that support client and community voice.
- Cultivate strategic relationships with other orders of government, academic institutions, community organizations and other external partners, and represent TESS at relevant City and external tables and forums.

Manager, Business Process and Projects Office (BPPO) The Manager, Business Process and Projects Office will establish and lead a new center of expertise focused on business process improvement, project management, business analysis, knowledge mobilization and service modernization. The Manager will:

- Establish and lead the Business Process and Projects Office as a central source of expertise, advice and support for divisional business process improvement and project delivery.
- Serve as the division's central hub for Social Assistance Management System (SAMS) related processes, tools, knowledge mobilization and issue resolution, and build organizational capacity through SAMS training and learning resources.
- Lead and support complex divisional initiatives using project management and business analysis methodologies, including providing strategic advisory support, governance and tracking for service transformation initiatives.
- Conduct complex business process reviews using qualitative and quantitative methods to identify opportunities to improve efficiency, effectiveness, integration and client experience.
- Co-design innovative service and process solutions with staff, clients and other stakeholders, and lead initiatives that advance service modernization, continuous improvement and organizational learning.

KEY QUALIFICATIONS: Among the strengths you bring to the role of Manager, Program Support, your application will be screened on the following qualifications:

1. Considerable experience leading strategic and operational initiatives in a complex public-sector, social services or related environment,
2. Considerable experience in managing projects from inception to completion and delivery while balancing the interests of diverse stakeholders.
3. Considerable experience in one or more of the following areas: business intelligence and data analytics; policy development,



strategic planning and performance measurement; research and evaluation; stakeholder engagement; business process improvement; project management; or service modernization.
4. Considerable experience leading, developing and supporting diverse teams, fostering a positive and inclusive workplace culture, managing performance and effectively supporting staff through change in a complex environment.
5. Experience building and maintaining effective partnerships across organizational boundaries, including other City divisions, various orders of government and external stakeholders.

In addition to the key qualifications, you will be assessed on the requirements listed below.

- Highly developed interpersonal and communication skills with the proven ability to communicate effectively at all levels of the organization, with other City divisions, external stakeholders and other orders of government.
- Ability to provide strategic advice and translate complex information, research, data or operational issues into clear recommendations, plans and actions for senior leaders and diverse audiences.
- Strong ability to effect positive conflict resolution within a complex and often ambiguous environment.
- Ability to integrate equity, diversity and inclusion principles in all aspects of managing a diverse workforce and delivering programs and services.
- Ability to lead change and build organizational capacity through collaboration, innovation and continuous improvement.
- Excellent analytical, problem-solving, decision-making and organizational skills, with the ability to manage competing priorities in a complex and evolving environment.
- Comprehensive knowledge of operating in a highly legislated public-sector environment, including working with collective agreements and employment-related legislation.
- Ability to ensure system integrity, accountability and security, including knowledge of risk management, audit processes and compliance requirements.

INFORMATION SESSION: Toronto Employment & Social Services (TESS) will be hosting a virtual Applicant Information Session for individuals interested in learning more about the Manager, Program Support roles. This session will provide applicants with an overview of the positions, key responsibilities, and the different focus areas of these manager positions.

We encourage all interested applicants to attend the session to gain a better understanding of the roles, ask questions, and learn more about what makes these exciting opportunities to support transparency, accountability, and public service at the City of Toronto.

This event will be hosted by:

Ashleigh Egerton , Director Employment & Social Services

Pamela Boampong , Business Support & Workforce Specialist, Toronto Employment and Social Services

Shakira Parkar , Consultant, Talent Acquisition, People & Equity

- Session #1 - Thursday, September 3 at 11:00 a.m.
- https://events.teams.microsoft.com/event/cff42973-a23b-446f-86da-f0b797e58f35@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65?source=copyLinkLegacyShareLinkDialog
- Meeting ID: 271 793 745 003 964

- Passcode: ei6h55aP
- Dial in by phone +1 (phone hidden),,936281532# Canada, Toronto
- Phone conference ID: 936 281 532#
- Session #2 - Friday, September 4 at 1:00 p.m.
- https://events.teams.microsoft.com/event/5f98b452-e8d7-4dde-b3f1-039e2546e62a@f0bc8ec6-9ed8-4d0c-9189-411ad949cc65?source=copyLinkLegacyShareLinkDialog
- Meeting ID: 271 006 803 882 830

- Passcode: ZS3uS6FX
- Dial in by phone +1 (phone hidden),,416425063# Canada, Toronto
- Phone conference ID: 416 425 063#

📌 Manager Program Support (Toronto)
🏢 City of Toronto
📍 Toronto