DIRECTOR CLIENT & BUSINESS SERVICES

• Job ID: 53582
• Job Category: Customer Service
• Division & Section: Parks, Forestry & Recreation, PFR Client & Business Services
• Work Location: CITY HALL, 100 Queen St W, Toronto, M5H 2N1
• Job Type & Duration: Full-time, Permanent Vacancy
• Salary: $160,462.00-$207,027.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1 
• Posting Period: 05-FEB-2025 to 26-FEB-2025
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The Director, Client and Business Services is an instrumental role at the City of Toronto and an excellent opportunity for an experienced, client-centric leader with a strong background in customer experience, revenue and business development and partnerships, ideally with public sector specific experience. This role is responsible for modernizing the visitor experience model in Parks and Recreation with a focus on  high-destination parks, leading customer service transformation, and expanding partnerships and revenue opportunities including corporate sponsorhship and philanthropy. This is a unique opportunity to shape the future of Toronto’s parks and recreation spaces, ensuring world-class public experiences while enhancing service delivery, expanding partnerships, and driving sustainable revenue growth.
 

Reporting to the General Manager, Parks & Recreation, you will provide hands-on leadership in service excellence, stakeholder collaboration, and business development. You will also be responsible for overseeing several teams and functional areas including: Client Services inclusive of the divisional call centre, program registration and parks, arena and facility use of space (bookings/contract rentals); Business Services (leases/agreements), Partnerships and act as a member of the divisional Senior Leadership Team.
 

What Will You Do?
 

• Customer Experience Transformation
  • Lead the modernization of the visitor experience model for high-use, high-destination parks and recreation spaces, ensuring public services are inclusive, accessible, and client-focused.
  • Develop and implement a customer service improvement strategy that integrates public feedback, service metrics, and innovative approaches to enhance the user experience.
  • Oversee registration and permitting operations for recreation programs, arenas, pools, and other facilities, ensuring seamless and efficient service delivery.
  • Modernize public-facing communication tools to streamline access to information and service requests.
     
• Strategic Communications & Issues Management
  • Oversee divisional communications, public relations, and media relations, ensuring transparent and effective communication with the public, stakeholders, and media.
  • Lead issues management processes, including indirect supervision of branch issue management staff, and ensure coordinated responses to emergencies and critical occurrences.
  • Act as the divisional spokesperson, providing guidance on public messaging, media materials, and stakeholder communications.
     
• Revenue Generation & Partnership Development
  • Identify and secure new revenue opportunities by expanding partnerships, sponsorships, donations, and philanthropic investments.
  • Oversee the leasing and licensing of revenue-generating assets, including managing concession agreements, supplier contracts, and public-private partnerships.
  • Develop transparent processes for screening corporate sponsorships, naming rights, and philanthropic contributions to maximize funding while safeguarding the City’s reputation.
  • Work closely with government partners, businesses, and non-profits to develop initiatives that support park infrastructure, public programming, and community engagement.
     
• Business Strategy & Service Excellence
  • Provide strategic leadership on business planning, policy development, and operational improvements that drive efficiency and enhance client services.
  • Utilize data-driven decision-making to evaluate performance metrics, inform policy actions, and improve service outcomes.
  • Foster cross-divisional collaboration to align business services with City-wide goals for sustainability, accessibility, and community engagement.
     
• Budget & Financial Oversight
  • Administer the annual budget for Client and Business Services, ensuring responsible financial management and alignment with divisional priorities.
  • Lead the preparation of strategic reports and briefings on service delivery, revenue opportunities, and business operations for senior leadership and City Council.
     

• Workforce Planning & Talent Strategy

  • Oversee workforce planning, recruitment, and retention for both full-time and seasonal employees.
  • Direct the scheduling and payroll administration for unionized positions, ensuring operational efficiency and adherence to collective agreements.
  • Lead organizational development initiatives, including training programs, leadership development, and succession planning.
  • Collaborate with corporate partners to develop strategies for talent acquisition, onboarding, and employee engagement.
     
• Corporate & Community Engagement
  • Represent the division at City Council, Standing Committees, and Community Councils, providing expert guidance on financial and workforce-related matters.
  • Build strong relationships with Ward Councillors, community stakeholders, advocacy groups, and business partners to align divisional objectives with public needs.
  • Lead cross-divisional and corporate projects, ensuring successful implementation of financial, workforce, and risk management initiatives.
  • Stay informed on local, provincial, and national trends in public service finance, workforce planning, and compliance, applying best practices to divisional operations.

What you bring to the role:

1. A university or graduate degree in a relevant professional discipline (e.g. Business, Commerce, Public Relations, Marketing, Communications, Business Transformation etc) is a strong asset but will not be required for a candidate with extensive leadership experience delivering results in a similar role.
2. Considerable senior level experience in project management, customer service/experience, strategic planning, policy development and analysis.
3. Considerable experience in business planning, partnership negotiations, and partnership and sponsorship development areas in public, non-profit and/or  private sectors.
4. Extensive experience preparing comprehensive reports and presentations, analyzing, interpreting and summarizing information for the purpose of presenting and supporting strategic, service and financial decision making.
5. Extensive senior level experience in the management of complex, high profile, time-sensitive multi-stakeholder projects; excellent strategic, analytical and problem solving skills with the capacity to effectively plan, develop implement and undertake special projects.
6. Knowledge of municipal government functions, priorities and service areas, along with an in depth understanding of the critical issues facing large municipal organizations.
7. A strong commitment to the organizational values of diversity and inclusion with the ability to handle labour relations in a unionized environment.
8. Highly developed communication and interpersonal skills, including negotiation, conflict resolution and relationship building skills.
9. Familiarity with relevant legislation including: the Municipal Freedom of Information Act Employment Standards Act, Human Rights Act, Occupational Health & Safety Act, Residential Tenancies Act, Occupiers Liability Act, and common law applications etc.
   
    

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.