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Client Services Manager

Harvest Manitoba
Winnipeg, MB

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Détails du poste

Permanent | Temps plein

Avantages

Tenue Décontractée
Assurance Maladie Complémentaire
Programmes de Bien-être
Cotisation égale au RÉER
Assurance Invalidité
Assurance Dentaire
Congés payés
Nourriture à Prix Réduit ou Gratuite
Événements d'Entreprise
Programme d'Aide aux Employés
Assurance Vision
Assurance Vie
Stationnement sur place

Compétences

Microsoft Powerpoint
Microsoft Word
Permis de conduire de classe 5
Microsoft Excel
Microsoft Outlook
Expérience en gestion
Service à la clientèle
Études postsecondaires
Microsoft Office
Bases de données
Expérience administrative
Gestion du changement
Expérience en supervision
Gestion de la relation client
Saisie de données
Sens de l'organisation
Compétences en informatique
Affaires
Leadership
Compétences en communication
Gestion du temps

Description complète du poste

About Harvest Manitoba

Harvest Manitoba (“Harvest”) is a charitable organization dedicated to nourishing our communities and our sense of community so that no Manitoban goes hungry. We collect and share 13 million pounds of food every year, which is sorted and packed and distributed to Manitobans through our Community Food Network of more than 380 food banks and agencies in Winnipeg, rural, northern and First Nations communities. Right now, we feed 110,000 Manitobans every month, 49% are children. Our Food Distribution Centre, which includes our Community Support Centre and Warehouse, is in our Winnipeg headquarters.

Position: Client Services Manager

Location: Winnipeg, Manitoba

Job Type: Full-time- Permanent

Reports To: Director People & Culture

Position Summary

As a key leader within the Client Services Team, the Manager, Client Services is responsible for overseeing all aspects of client-facing operations to ensure seamless access to Harvest Manitoba’s programs and services. This role provides strategic direction, supervises staff and volunteers, and ensures that client interactions are delivered with compassion, respect, and efficiency.

The Manager will lead intake processes, appointment scheduling, and food hamper distribution while maintaining accurate client records and ensuring confidentiality. They will monitor service delivery metrics, prepare weekly and monthly reports, and implement process improvements to enhance client experience.

This position also manages the reception and call center functions, coordinates with food bank partners, and fosters strong collaboration across departments. The Manager will champion a team-first culture, provide coaching and performance feedback, and ensure compliance with Harvests’ policies and standards. Flexibility and strong leadership are essential, as the role requires adapting to changing client volumes and operational priorities.

Key Responsibilities:

1. Leadership & Team Development

Lead and supervise the Client Services team, including workforce planning, scheduling, training, and performance management.
Provide mentorship and coaching to staff and volunteers, fostering professional growth and engagement.
Exercise authority in hiring, onboarding, coaching, and disciplinary decisions for team members.

2. Operational Oversight

Oversee client intake, appointment booking, and food hamper preparation to ensure timely, respectful, and efficient service delivery.
Manage reception and call center operations, ensuring high-quality client communication and responsiveness.
Develop and maintain standard operating procedures (SOPs) for all client service functions.

3. Data & Reporting

Maintain accurate and confidential client records; monitor data integrity and compliance with privacy standards.
Analyze service trends and prepare weekly, monthly, and quarterly operational reports for leadership review.
Use data insights to forecast demand and adjust staffing and resources accordingly.

4. Collaboration & Stakeholder Engagement

Coordinate with food bank partners and internal departments to optimize service delivery and resolve operational challenges.
Represent Client Services in cross-functional meetings and contribute to organizational planning initiatives.

5. Continuous Improvement

Identify and implement process improvements to enhance client experience and operational efficiency.
Lead change management initiatives within the team to adapt to evolving client needs and organizational priorities.

6. Compliance & Risk Management

Ensure adherence to Harvest Manitoba policies, privacy standards, and health & safety regulations.
Monitor compliance with union agreements and organizational standards.

7. Culture & Values

Promote Harvest Manitoba’s CREW values (Compassion, Respect, Exceptional, Welcoming) and foster a positive, inclusive work environment.
Champion diversity, equity, and inclusion within the team and client interactions.

8. Perform other responsibilities as assigned to meet evolving organizational needs.

Qualifications & Experience

Post-secondary education in Social Services, Business Administration, or related field (or equivalent experience).
Minimum 5 years of experience in client services or community programs, with at least 2 years in a leadership role.
Strong computer literacy with current, hands-on experience using client relationship

management (CRM) systems, data entry platforms, or case management software; ability to troubleshoot minor technical issues and support digital workflow processes.

Good time management skills, with the ability to multi-task, think critically, solve problem,

identify priorities, and adapt as needed to address urgent operational needs.

Proficiency with Microsoft Office software, including Word, Outlook, Excel, and PowerPoint.
Proven ability to network with community resources, build relationships and gather resources to

help support clients

Strong knowledge of food security and poverty issues (asset).
Excellent communication, conflict resolution, and organizational skills.
Ability to work flexible hours, including evenings and weekends as required.

About You:

You believe in the dignity and potential of every person and approach your work with empathy and respect.
You thrive in a collaborative team environment and enjoy working with others to create shared success.
You bring energy, initiative, and a problem-solving mindset to your work.
You are committed to creating an inclusive, safe, and efficient environment that empowers others to do their best work.
You are willing to undergo and provide a clear Criminal Record Check as a condition of employment
Knowledge of food security, poverty, and related human rights and social justice issues is anasset.
A valid Class 5 driver's license is required, and a reliable vehicle is strongly preferred.
Ability to work evenings and weekends on occasion to capture content from Harvest events and

stories from offsite stakeholders in the community.

Why you should join Harvest

Opportunity to contribute to a meaningful cause and make a tangible impact in the community.
A collaborative and mission-driven work environment.
Professional growth and development opportunities.
Paid 1-hour lunch and 30-minutes break.
Free Lunch Program.
Competitive salary and benefits package.
Benefits Package

o Dental Package

o Prescription Coverage

o Massage, Physiotherapy Coverage

o Employee Assistance Program (EAP)

o RRSP Company Match Plan

o On-Site Parking

Harvest Manitoba is committed to fostering an inclusive and accessible recruitment process. We strive to remove barriers and ensure equal opportunity for all applicants in a manner that respects dignity, independence, and integration. If you require accommodation at any stage of the application or interview process, please contact us at [email protected], and we will work with you to meet your needs.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.

Benefits:

Casual dress
Company events
Dental care
Disability insurance
Discounted or free food
Employee assistance program
Extended health care
Life insurance
On-site parking
Paid time off
RRSP match
Vision care
Wellness program

Application question(s):

How many years of experience do you have using client management systems or databases?
How many years of experience do you have working in a client or customer service role?

Licence/Certification:

Manitoba Class 5 licence (required)
Clear criminal record check (required)

Work Location: In person

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