Manager, Client Services

At the intersection of mind and action, Toronto Metropolitan University (TMU) is on a transformative path to become Canada's leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do.

TMU welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us in realizing the benefits of embedding these values into the work at every level and in every unit of the university. In addition, to correct the conditions of disadvantage in employment in Canada and to bring lived experiences to the work, we encourage applications from members of equity deserving groups that have been historically disadvantaged and marginalized, including First Nations, Mtis and Inuit Peoples in Canada, First Nations Peoples in the United States, racialized people, Black people, persons with disabilities, women, and 2SLGBTQ+ people. Preference will be given to candidates with lived experiences as people from equity deserving groups, as well as experience working with these communities with which the University works every day. Please note that all qualified candidates are encouraged to apply and we welcome newcomers and immigrants to Canada.

In April 2022, the university announced its new name of Toronto Metropolitan University. Learn more about our next chapter .

About the Office of the Registrar

The Office of the Registrar (RO) contributes to Toronto Metropolitan University's bold vision by providing the bedrock of innovative systems and structures required to build a world-leading institution. Every member of the university community is an RO client. The RO is involved in the entire academic experience of the student body from admission through to graduation, providing reliable support through a wide range of services and safeguarding the integrity of the university's policies and student records. We provide expert guidance to academic leaders regarding student recruitment, admissions, student financial services, student fees, new programming initiatives, transfer credit, course offerings, grading processes, scheduling, academic policy and curriculum management.

Undergraduate Admissions and Recruitment processes and assesses more than 80,000 applications annually for admission to Toronto Metropolitan University's undergraduate degree programs.

This unit strives to:

• Recruit and select the most highly qualified and competitive candidates for admission while meeting the university's enrolment targets.
• Maintain the highest degree of client service.
• Collect, analyze and disseminate admission data to improve functions and policies and also inform and assist stakeholders within and outside of the RO.
• Increase the retention of the most highly qualified applicants.
• Ensure the integrity and security of all admissions data that is collected and stored in the student information system.

The Opportunity

The Manager, Client Services leads the ServiceHub-the Office of the Registrar's (RO) front-line service centre that supports prospective and current students, their supporters (e.g., parents, teachers, guidance counselors), new graduates, alumni, and university colleagues.

This role oversees a large team of client service professionals, ensuring the delivery of exceptional service aligned with the RO's service model across in-person, phone, and online channels. The Manager ensures staff have access to the training, resources, and performance feedback they need to succeed, supported by clear service metrics.

They also lead the review and enhancement of business processes to continuously improve service delivery and collaborate closely with other department managers to ensure a consistent, high-quality experience at the ServiceHub and throughout the RO.

Qualifications
To help us learn more about you, please provide a cover letter and resume describing how you meet the following required qualifications:

• Completion of a postsecondary degree in Communications, HR or a related field.
• A minimum of 6 years of experience in a post-secondary environment dealing with complex situations, including developmenting and managing business processes, implementing strategic and tactical plans in a client services environment.
• Experience supervising staff in a unionized environment.
• Strong leadership, supervisory and management skills; ability to motivate, mentor and coach staff in order to coordinate, leverage and support university initiatives and operational workflow.
• Outstanding organizational and project management skills; ability to coordinate a large volume of complex work with competing priorities, meet and exceed timelines.
• Strong communication, excellent listening, presentation/public speaking skills.
• Interpersonal skills to deal effectively with people of diverse backgrounds, personalities and needs.
• Understanding of continuous improvement and LEAN methodologies.
• Knowledgeable about student engagement theory.
• Analytical skills in research compilation of statistical data and interpretation of the data in order to assess service delivery.
• Working knowledge of integrated systems, designing business processes, configuration and testing functional processes; proficient use of MS Office.
• Comprehensive knowledge of client services principles, including diffusing complex and emotionally volatile situations as well as knowledge of related systems (e.g. chatbot, email, web, etc.).

Leadership Competencies

Leaders at TMU are required to demonstrate the following Leadership Competencies:

• Acts with Integrity: Demonstrates behaviors aligned with high ethical standards and personal integrity and acts in accordance with TMU values.
• Builds Relationships of Trust & Collaboration: Actively builds a culture of trust and fosters meaningful relationships.
• Leads Inclusively: Creates an inclusive environment where everyone is respected, recognized, empowered to achieve their potential, and valued for their differences.
• Demonstrates Organizational Acumen: Understands and respectfully navigates complex internal and external environments using sound judgment, diplomacy, and tact.
• Drives Vision & Results: Creates and implements a vision grounded in sound decision-making to achieve desired outcomes.

Additional Information (MAC)

Position Number(s) 10001355 Reports To Assistant Director, Registrarial Services Department Office of the Registrar, OVPS Employee Group MAC Vacancy Type Term Work Location Hybrid or on-campus Start Date July 1, 2025 End Date May 15, 2026 Hours of Work 36.25 Grade C51 Salary Scale $76,622 - $122,396 Hiring Salary Range - TA Specialist - Posting Date April 23, 2025 Application Close Date May 2, 2025

• Equivalent experience or a combination of equivalent experience and education may be accepted in place of education.
• As part of the selection process, candidates may be required to complete an occupational assessment.
• Applications will only be accepted online through Toronto Metropolitan University's career site.
• We will provide an accessible experience for applicants, students, employees, and members of the Toronto Metropolitan University community. We are committed to providing an inclusive and barrier-free work environment, starting with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process, please submit your request through the AskHR webform . All information received in relation to accommodation will be kept confidential.