Manager, Client Services

University of Toronto
Toronto, ON
Closing date
Oct 14, 2021

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Job Details

Manager, Client Services

Date Posted: 07/15/2021
Req ID: 11542
Faculty/Division: Vice-Provost, Students
Department: Enrolment Services
Campus: St. George (Downtown Toronto)


Position Summary:

Working under the general direction of the University Registrar, the Manager, Client Services is responsible for overall service to clients of Enrolment Services, ensuring that appropriate service level standards are established, monitored and met. As a member of the Management team, the Manager, Client Services, provides key operational input and recommendations based on service delivery findings, and introduces local strategies and new procedures from data driven analyses.

The Client Services unit supports the admissions, financial aid, student awards and student account operations. The Manager, Client Services, provides leadership and professional expertise in the planning and implementation of operational processes to ensure the unit’s work is optimally aligned with broader Enrolment Services business processes by managing three types of enquiry operations: in-person enquiry, telephone enquiry – including a Call Centre – and email enquiry. The enquiry functions provide the first point of contact for many external clients - e.g. prospective applicants, applicants, teachers and parents – as well as for current students and internal university staff seeking information about all aspects of undergraduate admissions and general information regarding financial aid, student awards and student accounts.

The incumbent will provide strategic advice to the University Registrar on the operational strategy for a new frontline service model by conducting needs assessments, cost/benefit analyses, and by identifying and evaluating technology requirements. The manager will develop and set objectives for the day-to-day operations of the Call Center, and establish standards for customer service and call handling.

Services managed by the incumbent include operations support for the admissions and financial aid teams; oversight of the mailroom, email, telephone and in person enquiry and the Call Center. The position is responsible for providing leadership in the design, delivery and evaluation of high quality client services by Enrolment Services staff in a very high volume operation. The incumbent will maintain and apply current knowledge in the area of client service delivery and business process efficiency to maintain a high level of student and stakeholder satisfaction with Enrolment Services and will ensure that services convey a positive first impression of the University of Toronto. The Manager, Client Services also provides subject matter leadership to staff in designing and maintaining highly efficient operational processes related to the first stage of admissions, including the digitization, assessment and interpretation of complex documents, applying knowledge of document authentication, FIPPA, and records management policies.

Qualifications Required:

Bachelor’s degree or an acceptable equivalent combination of education and experience.

A minimum of six (6) years’ of management experience in a customer-focused enquiry/Call Center environment; Preference will be given to experience in a student service environment providing admissions and financial aid customer service; Demonstrated experience in planning, implementing, overseeing and assessing Client Services standards, policies, and procedures; Experience in staff training; Demonstrated experience managing in a unionized environment; Experience with financial analysis, reporting and budgeting procedures.

Proficient in MS Office (Word and Excel) and Call Center equipment and software; Experience with student information systems and other databases, and with document management systems an asset. Familiarity with telecommunication software systems; Excellent interpersonal skills and written and verbal communication skills with the ability to communicate effectively; Excellent team building and conflict management skills.

Ability to manage conflicting priorities and deadlines and respond to changing work priorities quickly and effectively; Ability to manage work and resources in a changing and often unpredictable environment, identifying options and finding solutions in response to urgent and immediate – and occasionally conflicting – requests from stakeholders; The ability to develop good working relationships with staff, colleagues and external clients; Ability to analyze statistical data; Ability to think logically and consistently, to plan and co-ordinate; Commitment to improving the work environment; Ability to work professionally and independently; Ability to manage emotionally charged situations (e.g. providing information to upset and agitated external clients) calmly and professionally; Ability to manage numerous projects simultaneously and to assess relative priorities to complete tasks.

Closing Date: 07/26/2021, 11:59PM ET
Employee Group: Salaried
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: PM 4 -- Hiring Zone: $92,421 - $107,826 -- Broadband Salary Range: $92,421 - $154,035
Job Category: Administrative / Managerial

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All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement
The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see

Accessibility Statement
The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [email protected].
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

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Established in 1827, the University of Toronto is Canada's largest university, recognized as a global leader in research and teaching. U of T's distinguished faculty, institutional record of groundbreaking scholarship and wealth of innovative academic opportunities continually attract outstanding students and academics from around the world.

U of T is committed to providing a learning experience that benefits from both a scale almost unparalleled in North America and from the close-knit learning communities made possible through its college system and academic divisions. Located in and around Toronto, one of the world's most diverse regions, U of T's vibrant academic life is defined by a unique degree of cultural diversity in its learning community.The University is sustained environmentally by three green campuses, where renowned heritage buildings stand beside award-winning innovations in architectural design.


U of T is one of Canada’s Top 100 Employers.
U of T is one of Canada's Best Diversity Employers.


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Opportunities exist for people from a wide range of backgrounds, ranging from recent graduates to experienced senior professionals.

We offer challenging work within an open environment that celebrates diversity in all its forms. Our focus is on creating a positive work environment that attracts and retains excellent employees through a combination of competitive compensation, favourable working conditions, opportunities for career growth and development and a unique organizational culture.

Employees have access to:

  • Excellent health and dental benefits;
  • On-site support for training and career development;
  • Flexible work arrangements;
  • Childcare subsidy;
  • Tuition waivers;
  • Scholarships and/or tuition waivers for dependants;
  • Generous paid time off;
  • Support on equity and diversity issues;
  • On-site child care;
  • University Pension Plan;
  • Subsidized athletic facility membership;
  • World-renowned libraries;
  • Confidential counselling services;
  • Parking and TTC Metropasses;
  • Employee and Family Assistance Plan;
  • Continued health benefits for pensioners.


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