Job Board
United Way Greater Toronto

Manager, Service Delivery – Individual Donor Relations

Posted On: July 26, 2022
Closing On: August 5, 2022

Location: Toronto
Employment Type: contract
Level: intermediate
Salary Range: 79,000-88,200

Manager, Individual Donor Relations Service Delivery
(8 Month Contract)
United Way Greater Toronto is looking for an experienced Manager, Service Delivery – Individual Donor Relations to join our team at our Toronto office.
Reporting to the Director, Operations, Analytics & PMO, the Manager, Individual Donor Relations (IDR) Service Delivery is responsible for developing and executing an operational plan in support of Individual Donor Relations (IDR) business processes.
What you’ll do:
  • Lead the development of an annual operational plan for approved business priorities identified in the UWGT Business Plan for the IDR team. The plan will include detailed activities, owners, timelines and responsibilities
  • Coordinate execution of agreed operational plan by bringing together identified stakeholders to review roles & accountabilities, status, outstanding activities and issues. Establish and enforce a RACI framework in cross-functional work
  • Document business processes and socialize with IDR stakeholders. Identify skill, knowledge and technology gaps and recommend approaches to close gaps
  • Identify and escalate risks and issues to Director, Operations, Analytics & PMO for discussion and resolution with relevant stakeholders
  • Lead debrief meetings for planned activities to capture lessons learned and identify potential improvements and updates to the process in future
  • Provide regular written status reports to Director, Operations, Analytics & PMO and Director, Individual Donor Relations on activities completed, planned activities, risks and issues
  • Provide support to IDR staff in agreed timeframes and mechanisms
  • Work closely with Operations team members to ensure coordination of activities across DRM efforts to ensure alignment and identify interdependencies/risks
  • Liaise with the Data & Analytics team to identify opportunities for improved data collection, reports and monitoring tools
  • Liaise with Account Services and Gift Processing teams to identify opportunities for process or service improvement
  • Liaise with CRM project leads to identify opportunities for process and system improvement
What you’ll need to be successful:
  • More than 3 years and up to and including 5 years of work-related experience
  • Demonstrated ability to lead cross-functional projects and teams, working effectively with internal and external stakeholders on tight timelines
  • Proven organizational abilities and the ability to manage competing priorities and meet deadlines under pressure
  • Excellent teamwork, interpersonal skills including the ability to work respectfully and inclusively with a diverse employee population and multiple stakeholders
  • Proven ability to take initiative and carry projects to completion with minimum supervision
  • Ability to gather and analyse information needed for problem solving and decision making
  • Ability to train individually or in a group setting
  • Demonstrated ability to use Microsoft Office products, and relationship management databases
  • Knowledge of fundraising approaches and donor experience considered an asset
  • Demonstrated ability to effectively manage, foster and grow relationships
  • Strong communication (both written and verbal)
  • Willingness to actively contribute to the organizational equity framework through participation in learning opportunities and implementing anti-oppressive and anti-racist learnings into action internally and externally
Does this sound like you? Show us your Local Love. Come and do great work at United Way Greater Toronto!
Please apply no later than August 5, 2022.
As part of our recruitment process, United Way Greater Toronto offers accommodation for applicants with disabilities. If we contact you about an opportunity, please let us know if you require accommodation.
About United Way Greater Toronto:
As the largest non-government funder of community services in the GTA, United Way Greater Toronto reinforces a crucial community safety net. United Way’s network of agencies and initiatives in neighbourhoods across Peel, Toronto and York Region works to ensure that everyone has access to the programs and services they need to thrive today. Mobilizing the network and other community support, United Way tackles #unignorable issues linked to poverty. United Way’s work is rooted in ground-breaking research, strategic leadership, local advocacy and cross-sectoral partnerships committed to building lasting solutions to the GTA’s greatest challenges.
Learn more about our work at
Diversity & Inclusion:
United Way is committed to creating an inclusive workplace that reflects our diverse community to ensure we’re best equipped to serve it. We encourage candidates from diverse backgrounds and those who may need accommodation to apply to join our team. Our commitment to excellence in diversity goes beyond promoting equity. By incorporating a variety of experiences and perspectives, we create opportunities for innovative solutions and maximize the impact of our wo