Manager, Customer Support

Position Type:
Full-time - Existing Vacancy

Salary Range: $99,782 - $133,042

Duration:
Permanent

Final date to receive applications:
October 23, 2026

Recognized as one of Canada’s Most Admired Corporate Cultures, the Ontario Trillium Foundation is also one of Canada’s largest granting foundation and an agency of the Government of Ontario.

With a budget of over $100 million,the Ontario Trillium Foundation (OTF) awards grants to some
700 projects every year to build healthy and vibrant Ontariocommunities.

Reporting to the Director, Granting Operations, the Manager, Customer Support, oversees outstanding customer service in delivery of OTF’s Granting programs. Considering internal and external stakeholders the Manager is responsible for having a sound understanding of stream guidelines and granting policies, processes and procedures. Ensuring effective and efficient standards are met is key to this role, as is, oversight to providing granting information in a clear, concise, and transparent manner.

Oversight includes full responsibility for the OTF Support Centre including oversight of its general functionality and a team of customer-facing Program Administrators. The Manager will work collaboratively to deliver granting streams and to operationalize the OTF Business Plan.

Leads collaboratively within the department and across the organization to ensure accurate and clear delivery of stream, process, and policy information in proactive and reactive situations and to deliver a high level of customer service

Oversees and analyzes daily Support Centre metrics to ensure effective resource planning and to maximize the productivity of all available support center resources

Guides policy interpretation, from time to time handling escalated program enquiries, and ensuring that staff implement granting procedures consistently and in accordance with the established policies

Collaborates on department direction and planning

Develops and implements strategies for ensuring excellent customer service including timely delivery of regular support webinars

Understands business risk and puts in place sustainable measures to mitigate identified concerns while ensuring accountable and accessible granting

Champions the strategic direction of the Foundation

Provides strategic advice to the Director, Granting Operations on customer service and Support Centre trends

Effectively manages changes on an on-going basis

Provides input and information as required to internal and corporate reports and requests

Managing a high performing team, works collaboratively with Granting Directors and other department leads to successfully deliver OTF granting

Works independently to oversee the Support Centre team

Supports the Granting department and customer Support Centre to provide efficient, effective services and excellent customer service

Provides ongoing guidance, feedback, recognition, and coaching to Support Centre staff

Supports development opportunities for the Support Centre team

Engages direct reports in performance discussions using the OTF performance management tools

Conducts semi-annual performance reviews with direct reports

Supports the development and maintenance of a strong team

Encourages appropriate professional development and learning for staff

Management and supervisory skills with the ability to provide guidance and direction to staff team and external contractors as appropriate

Excellent understanding of OTF’s granting guidelines, policies, and processes

Understands and maneuvers the complexities and opportunities of a grantmaking support centre

Analytical, problem solving and organizational abilities

Strong interpersonal and communication skills

Sound…