Job ID: 67691 Job Category: Administrative Division & Section: Customer Experience, Finance & Business Management Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy ) Job Type & Duration: 1 Full-time Permanent Vacancy Salary Range: $126,000.00 - $176,140.00 Shift Information: Monday to Friday, 35 hours per week Affiliation: Non-Union Number of Positions Open: 1 Posting Period: 26-Oct-2026 to 09-Nov-2026 The Customer Experience (CX) Division leads enterprise-wide initiatives to improve how residents and businesses interact with the City. Focused on enhancing service excellence, the Division supports cross-corporate collaboration, innovation, and accountability through data-driven insights, experience design, and customer-first strategies. The Manager, Finance & Business Services leads the CX Division's financial, human resources, business and administrative services in a high-profile customer service environment, ensuring effective resource management, compliance and operational performance. The Manager oversees operating and capital budgets, financial controls, workforce planning, labour relations, payroll, procurement, contracts and service level agreements, while leading staff and coordinating divisional policies and corporate support functions. Working with senior management and corporate partners, the Manager provides strategic advice, research and performance analysis to support decision-making, organizational change, continuous improvement and the delivery of divisional and corporate initiatives. Major Responsibilities: Financial Management Develops and implements detailed plans and recommends policies regarding program specific requirements. Coordinates, develops, recommends and administers the annual budget for the division, and ensures that the division's expenditures are controlled and maintained within approved budget limitations. Manages and monitors all financial activities of the division including the operating and capital budget preparation and analysis, variance reporting, account monitoring and reconciliation, accounts payable and receivable, petty cash, and approves all divisional purchasing transactions, etc. Ensures control and compliance of all financial activities for the division. Identifies significant program variance and recommends key strategy initiatives and corrective actions to senior management. Ensures financial targets and key performance measures/indicators are actively measured and monitored on a consistent basis and corrected or improved upon as required, for all services provided by the Business Support & Administration Section. Human Resources & Labour Relations Manages all staffing for the Division with responsibilities that include recruitment, labour relations, organizational change, complement management, position control and strength records divisional training, succession planning, health and safety, managing staffing budget while working collaboratively with the City's People & Equity Division. Provides strategic advice and recommendations to the Division Head with respect to staff recruitment and retention to ensure that the Division attracts and retains the best professionals and talent with the right skills, experiences, and competencies. Coordinates the development of Divisional policies and procedures, ensuring that they are implemented in a fair and equitable manner and that they are compliant with the collective agreements, labour laws, and other relevant legislation. Represents the Division Head at bargaining discussions related to the collective agreements and associated letters of intent, memorandums of agreement. Manages the Division's grievance and arbitration files, in partnership with the People & Equity Division. Chairs the Division’s Joint Labour Management Committee as required. Manages the payroll and human resources functions for the division including attendance and payroll reporting, updating and maintenance of employee personnel files, and preparation of all divisional documents relating to HR/Payroll activities. People Leadership Manages, motivates and trains the unit's staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others. 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. Provides professional support to Managers and participates with the other divisional senior management team in organizational and management change initiatives. Develops and maintains cross divisional, intergovernmental relationships. Strategic Planning & Organizational Change Manages the preparation and compilation of statistical, economic, operational and market research activities to provide guidance to the Division, required to support sound strategic planning and forecast future trends. Monitors and evaluates divisional performance indicators and measures, and continuous improvement activities to develop and implement sound management practices and procedures. Leads/participates and provides project planning and administration relating to a variety of corporate/divisional projects and initiatives. Provides need analysis, data development, innovative alternatives, recommendations, and implementation of requirements for same. Tracks decisions related to reports which impact the Division and its activities to ensure that the Division Head is appropriately updated. Represents the Division Head at Senior Management Team, Division Heads meetings and at Council and Committee. Business Services & Contract Administration Supports the negotiations with vendors and guides the development of contracts and agreements to ensure compliance and completion of contract obligations. Manages service level agreements with operating divisions detailing quantity and quality of services provided, measurement criteria and dispute resolution. Makes recommendations and provides operational input and advice to the management team on same, on various financial, administrative, business support and purchasing related matters. Manages and coordinates divisional activities relating to space planning, communications, security management, telecommunications, training and development, records management, emergency planning, privacy, complaints follow up and liaising with the Ombudsman Office, procurement and divisional inventories of assets. Key Qualifications: Post-secondary education in Finance, Accounting, Business Administration or a related discipline, or an equivalent combination of education and experience. A professional accounting or financial designation (e.g., CPA, CFA) is considered an asset. Extensive experience leading financial management and business services functions within the public sector or a large, complex organization, including operating and capital budget development, financial statement preparation and reporting, financial analysis, forecasting, variance reporting, financial controls, contracts, procurement, corporate reporting and risk management. Experience managing human resources and labour relations functions, including workforce planning, recruitment, complement management, payroll administration, succession planning, employee relations, collective agreement administration, and labour relations. Considerable experience leading teams and multidisciplinary project teams, including performance management, coaching, labour relations and fostering a high-performing, customer-focused culture. Considerable experience developing and implementing strategic business plans, policies, procedures, operational improvements and organizational change initiatives while providing advice to senior leadership on complex organizational issues. Considerable experience managing business services and administrative functions, including contracts, procurement, corporate reporting, risk management, service level agreements and business support operations. Highly developed stakeholder management skills, with the ability to foster collaborative relationships across divisions and with external partners. Highly developed verbal and written communications skills, including ability to produce comprehensive, concise, well-written and effective reports and recommendations on corporate, policy and administrative issues at all organizational levels. Ability to present financial or business recommendations to executive leadership, committees, or governing bodies. Ability to use corporate financial systems (e.g., SAP or similar ERP systems) and business intelligence/reporting tools. Ability to lead continuous improvement, modernization, or organizational change initiatives. Knowledge of applicable municipal legislation, procurement practices, and public sector governance. 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 . Accommodation The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’s Hiring Policies and Accommodation Process .