Manager, Client Services Unit

THIS POSITION IS OPEN ONLY TO EMPLOYEES OF THE MANITOBA PUBLIC SERVICE.

Manager, Client Services Unit

FC4 Consumer Services Officer 4

Regular/full-time

Public Service Delivery

Residential Tenancy Branch, Consumer Protection

Winnipeg MB

Advertisement Number: 45519

Salary(s): FC4 $85,374.00 - $111,095.00 per year

Closing Date: July 31, 2026

The Manitoba government recognizes the importance of building an exemplary public service reflective of the citizens it serves, where diverse abilities, backgrounds, cultures, identities, languages and perspectives drives a high standard of service and innovation. The Manitoba government supports equitable employment practices and promotes representation of designated groups (women, Indigenous people, persons with disabilities, visible minorities).

Employment Equity is a factor in selection for this competition. Consideration will be given to women, Indigenous people, visible minorities and persons with disabilities.

An eligibility list may be created for similar positions and will remain in effect for 12 months.

The Consumer Protection Division supports and protects the interests of Manitoba consumers, citizens, businesspeople, landlords, and tenants.

Duties:

The Manager is responsible for the development of programs and policies, as well as the supervision, coordination, and delivery of all matters related to client services. The position is accountable for managing a highly specialized service within a quasi-judicial body that conducts public hearings and issues orders and decisions.

The Manager oversees the timely and accurate delivery of intake services, including the initial resolution of tenancy disputes, and ensures the effective dissemination of information to clients both in person and by telephone. The role also includes delivering presentations, seminars, and educational sessions on rights and responsibilities under The Residential Tenancies Act, The Life Leases Act, The Condominium Act, and the Policies and Procedures Guidebook. In addition, the Manager is responsible for identifying, recommending, and implementing process improvements to enhance service delivery and operational effectiveness.

Qualifications:

Essential:

Post-secondary education in public administration, business administration, management, law, conflict resolution, mediation, or a related field, or an equivalent combination of education and experience

Significant management experience leading staff in a complex operational environment, including coaching, performance development, attendance management, workforce planning, recruitment and selection, and addressing complex employee relations matters.

Experience leading client-focused service delivery operations in a complex, high-volume environment, including operational risk management, service standards, and managing competing priorities.

Extensive experience interpreting, applying, and administering legislation, regulations, policies, and program requirements in a regulatory, compliance, enforcement, adjudicative, or administrative tribunal environment.

Experience identifying, assessing, and managing sensitive, high-risk, or time-sensitive operational matters, including escalated client issues, oversight-body inquiries, privacy matters, or executive correspondence.

Experience developing, implementing, or improving operational processes, programs, policies, service delivery practices, technology solutions, or modernization initiatives, including the use of digital collaboration tools, case management systems, client contact systems, and AI-enabled technologies to support service delivery, communication, analysis, and decision-making.

Extensive experience building and maintaining effective relationships with internal and external stakeholders, including staff, clients, government officials, oversight bodies, external partners, and the public, while demonstrating tact, diplomacy, political acuity, and sound judgment in sensitive matters.

Excellent verbal communication skills, including the ability to communicate complex, sensitive, legislative, or operational information to diverse audiences.

Excellent written communication skills, including preparing, reviewing, and approving complex reports, ministerial responses, briefing materials, advisory notes, recommendations, submissions, and other executive-level materials for senior management or executive decision-makers.

Strong analytical, research, problem-solving, and decision-making skills, including the ability to assess operational data, identify trends and risks, conduct environmental or jurisdictional scans, and develop evidence-informed recommendations.

Desired:

Knowledge of The Residential Tenancies Act, The Life Leases Act, The Condominium Act, and related regulatory frameworks.

Experience working in an administrative tribunal, regulatory, compliance, investigative, mediation, or dispute resolution environment, including the application of administrative fairness, natural justice, procedural fairness, or conflict resolution principles.

Experience leading continuous improvement, service modernization, digital transformation, Lean, Human-Centred Design, or organizational change initiatives.

Ability to communicate in French.

Conditions of Employment:

Must be legally entitled to work in Canada

Must provide a satisfactory Criminal Record Check with Vulnerable Sector Search; Adult and Child Abuse Registry Checks.

Must be able to work on-site (in office) five days per week when not travelling (office location is in Winnipeg).

Must have a valid class 5F driver's licence.

Must be able to travel throughout the province as required with overnight stays.

Must be able to work overtime on short notice as required.

+ Benefits

Why Work For Manitoba Government?

The Manitoba government values its employees, recognizing the important role that each person plays in delivering exceptional services, programs and support to the province. Your important contributions are recognized with a comprehensive package of benefits, including an attractive salary, pension plan, health and wellness benefits, and other supports to encourage work-life balance.

Financial Security

Attractive salaries

Defined pension plan

Life insurance coverage

Long-Term Disability Plan

Benefit Plan

Employer paid health care benefits including health, dental and vision

Extended health care for services such as physiotherapy, chiropractor, massages, acupuncture and more

Annual health spending account for eligible employees

Commitment to Health and Wellness

Employee and Family Assistance Program

Paid time-off including sick leave, wellness days and family related leave days

Flexible work arrangements for eligible positions

Generous vacation entitlements, increasing with years of service

Parental, maternity, and adoptive leave options

Professional Growth & Development

We want our employees to thrive and grow, and are committing to investing in their development. We offer multiple avenues of support such as inhouse training, educational assistance and leadership development programs to help achieve these goals.

Organizational Culture and Values

The Manitoba government is committed to a work environment and culture that values and recognizes every employee. When we look at Manitoba’s Public Service, we see a reflection of Manitoba’s diversity. We come from differing educational, cultural, and ethnic backgrounds and work in a wide array of jobs across the province, we are all public servants.

Impact on Manitoba’s Future

By working for Manitoba’s Public Service, you have the unique opportunity to use your time to serve the land, communities, and the people of Manitoba. You can leave a lasting mark that will impact both current and future generations.

Apply to:

Advertisement # 45519

Talent Acquisition

Human Resource Services

600-259 Portage Avenue

Winnipeg, MB, R3B 2A9

Phone: 204-945-7518

Fax: 204-945-0601

Email: govjobs@gov.mb.ca

WHEN APPLYING TO THIS POSITION, PLEASE INDICATE THE ADVERTISEMENT NUMBER AND POSITION TITLE IN THE SUBJECT LINE AND/OR BODY OF YOUR EMAIL.

Applicants may request reasonable accommodation related to the materials or activities used throughout the selection process. When applying to this position, please indicate the advertisement number and position title in the subject line and/or body of your email. Your cover letter, resumé and/or application must clearly indicate how you meet the qualifications.

Please be advised that job competitions for represented positions may be grieved by internal represented applicants. Should a selection grievance be filed, information from the competition file will be provided to the grievor's representative. Personal information irrelevant to the grievance and other information protected under legislation will be redacted.

We thank all who apply and advise that only those selected for further consideration will be contacted.

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