SENIOR MANAGER CORPORATE PERFORMANCE & CONTINUOUS IMPROVEMENT

Job ID: 49753
Job Category: Finance, Accounting & Purchasing
Division & Section: Office of the Chief of Staff, Strategic Partnership Section
Work Location: City Hall, 100 Queen St. W
Job Type & Duration: Full-time, Permanent Vacancy
Salary: $140,350-$182,614
Shift Information: Mon - Fri, 35hrs/wk per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 22-APR-2025 to 06-MAY-2025

Toronto is home to more than 3 million people whose diversity and experiences make his great city Canada’s leading economic engine and one of the world’s most diverse and livable cities. As the fourth largest city in North America, Toronto is a global leader in technology, finance, film, music, culture, and innovation, and consistently places at the top of international rankings due to investments championed by its government, residents, and businesses. In a workplace where growth is fostered and diversity is celebrated, a team of approximately 35,000 employees is the driving force behind the City of Toronto’s ability to provide programs and services to residents, businesses, and visitors to this community.

The City Manager’s Office of the City of Toronto provides leadership to municipal administration with the goal of ensuring accountability through effective governance, public service oversight and liaison, public engagement, strategic partnerships, corporate policy, and intergovernmental and agency relations. Ultimately, our goal is to help the City deliver services that advance prosperity for all Toronto residents, and the public and private sectors, through effective, transparent and accountable government.

Reporting to the Deputy Chief of Staff, Strategy & Integration, this leadership role is responsible for driving the City of Toronto’s corporate performance and continuous improvement agenda. The Senior Manager, Corporate Performance & Continuous Improvement will develop and deliver strategic city-wide initiatives that enhance the efficiency, quality, and effectiveness of municipal services and programs. This includes overseeing the corporate performance measurement strategy with a focus on continuous improvement, performance reporting, and the identification and integration of best practices. As a key collaborator, people leader and change agent, the role plays a critical part in delivering on corporate strategic goals by evaluating organizational performance and fostering a culture of innovation and accountability across the City government.

Specifically, you will provide leadership in the areas of:

People Leadership & Financial Oversight

Manage, motivate and lead a team of high performers, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encouraging innovation in others.
Develop, manage and monitor team work plans ensuring strategic alignment, prioritization of critical projects, adaptability to emerging needs and timely execution of deliverables.
Oversee the day-to-day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorize and control vacation and overtime requests. Monitor and evaluate staff performance, approve salary increments and recommend disciplinary action when necessary.
Provide leadership and management of a cross-functional team of staff across various areas of focus, fostering a culture of collaboration, innovation and accountability.

Develop, recommend and administer the annual budget for the unit, and ensure that the unit's expenditures are controlled and maintained within approved budget considerations.
Determine financial components of performance measures and analyzes performance measurement results from both an internal and external perspective.

Corporate Performance & Continuous Improvement

Develop and implement corporate performance and continuous improvement initiatives, projects and programs, including establishing key performance indicators, benchmarks and outcome measures.
Lead the City’s corporate performance measurement strategy, collaborating across the organization to foster innovation, consistency and accountability.
Apply corporate performance measurement approaches such as balanced scorecard, benchmarking, total quality management and business process engineering, as appropriate, to ensure accurate, transparent and comprehensive analysis and reporting of progress towards objectives; identify and respond to risks, issues and opportunities.
Provide leadership on corporate continuous improvement initiatives, such as annual service reviews.
Direct, co-ordinate and review the efforts of staff in the development, analysis, presentation and reporting of Toronto’s corporate performance dashboard, which consolidates progress reporting to the public and Council across multiple dimensions such as service delivery performance, quality of life indicators, neighbourhood indicators, customer service measures and corporate performance, with the objective of building public trust and confidence in the City of Toronto.
Direct development of a Corporate Performance Report (how the City of Toronto performs as a government), which covers financial and asset stewardship, customer service, employee engagement/commitment and processes for accountability, transparency and openness.

Strategic Planning, Policy & Reporting

Develop and implement detailed plans and recommend policies regarding program specific requirements.
Provide analysis, advice and recommendations to the City Manager, Chief of Staff, Deputy Chief of Staff and Senior Management on a wide range of complex corporate performance, continuous improvement, public consultation and engagement, fiscal, economic and program and service management issues of significant importance to the City through the generation of special reports, studies, financial models, presentations and briefing notes.
Prepare reports/correspondence to Standing Committees, City Council and Members of Council as necessary.
Provide recommendations to external organizations preparing national and international report cards that include Toronto, providing analysis of results from Toronto’s perspective. (e.g., the Conference Board of Canada’s annual Major Cities Insights report).
Advise external government organizations on the development of business/master plans that require performance data/metrics and analysis from the City of Toronto.

Public Engagement, Strategic Partnerships & Corporate Representation

Provide leadership to the City’s corporate public engagement and consultation function supporting strategic alignment with performance measurement and continuous improvement efforts.
Lead and coordinate Toronto’s participation in provincial and regional municipal performance committees and associations, as needed.
Provide guidance on the development of public surveys and in-person and virtual engagement/consultation activities to inform key corporate and Council priorities (e.g. budget, customer satisfaction, program/policy feedback).
Lead development of corporate standards for all internal and external public engagement and satisfaction surveys and summarization and public reporting of those results.
Provide leadership and establish partnerships with other municipalities, clients, external partners, members of Council, the public, etc., to address and resolve competing demands and problems from various stakeholders and foster effective partnerships while balancing City interests.

Represents the City Manager’s Office at meetings with other government officials, municipalities, public groups, other divisions, the Mayor’s Office and Councillor’s, as required.
Provide strategic support to and represent the City Manager’s Office on corporate priorities, city building initiatives, corporate-wide strategic actions and on committees, ensuring seamless integration and considerations related to enterprise risk management, operational risk assessments, compliance and audits.
Provide leadership support to corporate strategic partnerships, corporate philanthropic initiatives, and related policies.

Key Qualifications:

Post-secondary education in public policy, planning, social science, economics, business or public administration or a related field or the approved equivalent combination of education and/or related experience.
Extensive experience in developing, implementing and overseeing corporate performance management programs to drive organizational success in a large public section organization. Skilled in establishing KPIs, benchmarks, and outcome measures, while leading continuous improvement initiatives to enhance service delivery and operational efficiency.
Extensive experience leading high performing, diverse teams; ability to manage teams through change, ensuring continued successful service delivery.
Extensive experience in managing large and complex projects and strategic or operational reviews within a large public sector organization.
Proven expertise in applying Lean Six Sigma methodologies, Balanced Scorecard performance management system, and Project Management Professional (PMP) principles to drive continuous improvements initiatives, enhance operational efficiency, and manage complex projects from initiation to completion would be highly valued.
Exceptional political acumen, judgement and insight, as well as advanced skills and judgement in governance and communications, including the ability to negotiate and achieve consensus among parties having different objectives
Highly developed interpersonal, human relations, communication (written and oral), negotiation, conflict resolution, analytical and problem-solving skills, with the ability to interact and communicate effectively with all levels of the organization including senior management, Members of City Council and external community partners.
Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.
Knowledge and understanding of relevant policies and government legislation including City of Toronto Act, Municipal Freedom of Information and Protection of Privacy (MFIPPA), Occupational Health and Safety, Ontario Human Rights and Accessibility for Ontarians with Disabilities Act.

Why You Will Love Working at The City:

We recognize the need for flexibility and offer a hybrid working environment that will provide you with an appropriate work-life balance required to thrive in today’s fast paced world.
A strong benefits package which includes competitive salaries, vacation, and other unique offerings.
We offer an excellent defined benefit pension plan bringing added value to our overall compensation package through OMERS.
We support ongoing learning and development and offer educational opportunities with tuition subsidies.
Opportunities to join and take an active role with City’s Communities of Inclusions comprised of employees who share a common identity, lived experience and/or set of interests and support each other’s professional development, sense of belonging and promote a culture of inclusion.

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.

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