Union: Non-union

Job Number: J0325-0107

Job Title: Manager, Service Delivery, Client Service Centre

Job Type: Contract

Contract Duration (months): 18 months

City, Province, Country: Toronto, Ontario, Canada

Job Location: Toronto

Job Category: Management / Consulting

Job Classification: M3

Role Designation:

Flexible Hybrid - In person days can be flexible from week to week subject to manager approval and operational requirements.

Open Positions: 1

Posting Date: June 13, 2025

Closing Date: June 23, 2025

Salary: $107,500.00 - $139,748.00/Year

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.

Primary function

Legal Aid Ontario (LAO) is seeking a Manager, Service Delivery, Client Service Centre, to join the Contact Centre’s senior management team. In this role, you will provide strategic leadership, while managing a team of managers and overseeing a large remote workforce, ensuring the efficient and high-quality delivery of legal aid intake services while fostering strong employee engagement.

This presents an exciting opportunity for an experienced leader with a strong Contact Centre operations background in a client-focused service delivery environment and with a proven ability to build and foster collaborative relationships with diverse stakeholders.

The ideal candidate will have the expertise to modernize and optimize operations while driving transformative change in LAO’s Contact Centre services. The strategic focus of the Manager, Service Delivery, Client Service Centre, will primarily be to implement service delivery strategies that optimize resources, elevate service levels, and enhance the client experience. These strategies will streamline operations, improve accessibility, and ensure high-quality services while maintaining compliance with LAO’s statutory mandate. Key service delivery strategies include:

• Optimizing workflow

• Resource allocation

• Leveraging technology

• Enhancing client interactions

• Implementing data-driven improvements

The successful candidate will lead by example, embodying LAO values, while leveraging their proven management experience and extensive knowledge of LAO policies and procedures to enhance the client experience, drive change, foster improvement, and ensure quality and consistency in service delivery across a diverse group of team managers within the Client Service Centre. Equally important, they will provide strong and supportive leadership to promote wellness and psychological safety within the team.

The Manager, Service Delivery, Client Service Centre will also work in collaboration with senior leaders and staff across LAO to ensure the Contact Centre provides effective and high-quality legal aid intake services. The successful candidate will champion a culture of continuous improvement in all aspects of LAO’s intake processes.

Primary Location: Toronto - Provincial Office

Secondary/Tertiary Location: Not Applicable

Reporting to: Director, Contact Centre

Key accountabilities

The Manager, Service Delivery, Client Service Centre will oversee a team comprising 8 to 10 direct-report team managers and approximately 100 phone staff.

This position will also have indirect and back-up oversight responsibilities for the team reporting to the Manager, Client Service Centre, which is of a comparable in size.

• Work in collaboration with the Contact Centre’s senior management team to drive operational excellence by providing strategic leadership and support to the team managers.
• Provide insight and direction to the day-to-day operations of the LAO Contact Centre Team Managers
• Optimize resource utilization to achieve critical departmental goals
• Work with management to streamline intake and certificate application processes
• Inspire and empower a high-performing team by enhancing their expertise with LAO policies and procedures
• Build Team Manager’s capacity to effectively manage the client triage, intake, and certificate management processes to support a seamless and impactful client experience
• Champion psychological safety and team empowerment by cultivating a supportive and inclusive culture where individuals feel confident to innovate, seek help, and voice concerns
• Build a highly engaged workforce, driving job satisfaction, well-being, and organizational commitment
• Collaborate with stakeholders across the Operations division and LAO to identify transformative opportunities that enhance the efficiency and effectiveness of LAO’s Continuum of Service
• Advance service level improvements across all lines of business by monitoring key performance indicators and strengthening the Contact Centre’s service delivery framework
• Support Quality Assurance and compliance initiatives related to call monitoring and intake processes, ensuring seamless execution and sustained operational excellence
• Drive continuous improvement by coaching and supporting team managers, devising ways to streamline processes and refine operational procedures

Required skills & experience

• Leadership experience in motivating, developing and coaching employees

• Demonstrated experience in supervising unionized and/or a contact centre environment

• In-depth knowledge of LAO and its operations, including criminal, family, refugee, and civil law, as well as duty counsel processes

• Expertise in interpreting and applying procedural legislation and regulations effectively in an operational context

• Ability to build strong client and stakeholder relationships, leveraging influence to align efforts, gain support, and achieve strategic objectives

• Analytical and strategic thinking

• Excellent written and verbal communication skills

• Demonstrated proficiency with PeopleSoft and with Microsoft Office

Assets:

• Previous experience in an inbound contact-centre environment is considered an asset

• Preference will be given to candidates that have demonstrated proficiency in oral and written French

• Knowledge of Lean methodologies, with the ability to analyze and streamline processes to improve efficiency and effectiveness

• Solid understanding of project management techniques, tools and frameworks

Organizational competencies expected:

• Client Focus and Quality Commitment

• Inclusive Leadership

• Accountability and Personal Motivation

• Collaborative and Responsive Approach

• Innovation and Change Leadership

• Team Empowerment

• Problem Solving and Judgement

• Organizational Awareness

Final candidates for this position will be required to undergo a criminal record check.

To apply submit a cover letter & résumé.

Only those candidates selected for an interview will be notified by email.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

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Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com