Manager, Client Business Systems & User Support

Manager, Client Business Systems & User Support

Union: Non Union

Job Number: J1024-0680

Job Title: Manager, Client Business Systems & User Support

Job Type: Permanent Full Time

Contract Duration: Permanent Full time

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.

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 currently seeking a Manager, Client Business Systems & User Support. The ideal candidate will leverage their strong understanding of LAO and effective management skills to guide the client business system and user support team within the Operations Division. As the Manager leading a team of Business Analysts and a Data Scientist, they will ensure that service delivery systems are consistently improved to enhance efficiency and address business requirements. Furthermore, the Manager will play a strategic role in advancing client and user digital services, integrating user experience design into all digital projects, and enhancing data collection and analysis capabilities. This position also involves overseeing user support for LAO systems and processes, offering expert guidance and assistance.

The Manager has a provincial mandate and is responsible and accountable for the optimization of client business systems and tools including client and user platform experience and operational management. Due to the interconnectedness of LAO’s systems, the scope of accountability is not limited to intake and the certificate program and encompasses accountabilities for systems and tools across LAO including the Lawyer Portal, Client Portal, Legal Files, roster management and Service Integration functionalities within PeopleSoft CRM.

The manager is LAO’s business lead and has operational oversight for the Client Portal and PeopleSoft CRM changes including ensuring that organizational policies are translated into system requirements, business sign off on requirements, testing and promotion into production, system configuration, continuous improvement, data integrity and user support. Additionally, the Manager supports the operational and strategic oversight of client and user digital services and tools such as KIM, Find a Lawyer Tool, Criminal Eligibility Assistant tool and Service Location Finder. Promote the mission to ensure that user experience design practices are incorporated into all digital initiatives, enhance and expanding data collection capability, analysis and reporting across all digital channels.

Ensure that users are supported and oversees the management of the teams mailbox which is highly regarded as the authoritative source for user support on LAO systems, operational policies and processes.

Key accountabilities

• Oversee a unionized team responsible for statistical business analysis, business analysis, and user experience, ensuring efficient and effective operations.
• Work with various stakeholders to lead a team in identifying business requirements, conducting User Acceptance Testing (UAT), and preparing Privacy Impact Assessments (PIA) checklists, either independently or with other business units.
• Ensure that throughout the design process— from initial concept to final implementation— both high-quality user experiences and business requirements are addressed, while also creating visually appealing interfaces.
• Encourage and support the team in proactively identifying opportunities for improvement, usability issues, and innovative business processes for LAO’s systems and tools.
• Ensure timely responses to business inquiries, creation of reusable inquiry documentation, and maintenance of updated documentation.
• Oversee the provision of first-line support to users during the post-implementation phase of new projects and second-level support for day-to-day system issues.
• Supervise the team’s active participation in User Acceptance Testing (UAT) for system upgrades and developments.
• Hold delegated authority and accountability for business sign-off on LAO systems and tools functions, testing cycles, and business/functional requirement documents.
• Drive and facilitate change in a fast-paced environment while managing ongoing responsibilities.

Required skills & experience

• A bachelor's degree in a relevant field; advanced degree (master’s or higher) is preferred, however we recognize and value diverse educational backgrounds and experiences. Equivalent professional experience industry certifications, or a combination of education and practical experience will also be considered. CBAP designation is considered an asset.
• A minimum of 8 years advanced and current awareness and understanding of LAO structures including sound business knowledge of processes, polices, and procedures, and system functions.
• A minimum of 5 years advanced business analysis, business management and data analytic skills.
• Knowledge and experience in data analysis, including using data to support decision-making and change management.
• Experience in delivering improvements in digital services with a deep understanding of how digital experiences, products, and services are built and delivered. Demonstrated proficiency with PeopleSoft, Oracle Service Cloud, and Oracle Intelligent Advisor with advanced technical knowledge to bridge the gap between business and IT.
• Demonstrated ability to merge user-centered design principles with business strategy to develop innovative solutions ensuring responsive design.
• Knowledge of legal aid policies, processes and procedures including an advanced understanding how to translate these into system requirements.
• Leadership experience motivating, developing and encouraging staff with demonstrated experience in supervising unionized employees.
• Adept and comfortable with technology.
• Ability to work seamlessly with all levels of staff and management and demonstrates professionalism across working relationships within LAO and the stakeholders.
• Excellent communication (oral and written) and organizational skills.
• Highly motivated and comfortable working independently.
• Advanced knowledge of Microsoft Office applications, including Excel, Access, Word, PowerPoint.
• Creative and communicative in generating new ideas and resolving daily issues.
• Decision-making and critical thinking – knowledge of tools and techniques for effective use of a broad range of factors, assumptions, frameworks and perspectives when solving problems.
• Proficiency in both written and verbal French is considered an asset.

Organizational Competencies Expected:
• Client Focus
• Adaptability and Flexibility
• Personal Motivation and Accountability
• Focus on Quality and Best Practice
• Problem Solving and Judgement
• Organizational Awareness
• Teamwork and Collaboration

Applicants should provide examples of their experience in their cover letter and resume.

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

Legal Aid Ontario (LAO), an independent but publicly funded and publicly accountable non-profit corporation. None of this material may be commercially reproduced, but copying for other purposes, with credit, is encouraged.