Manager Labour Relations and Customer Service

The City of Guelph is a vibrant community with over 120,000 people located in the heart of Southern Ontario, just one hours driving distance from Toronto.  Set in a picturesque natural setting, Guelph is known for its rich architectural heritage, growing economy and excellent quality of life – all good reasons to consider a career in this beautiful city.

Job summary

Resumes are being accepted for the position of Manager, Labour Relations and Customer Service within the Human Resources department. Reporting to the General Manager of Human Resources, the Manager, Labour Relations and Customer Service acts as the City’s Chief Labour Relations Officer, develops the strategic direction for HR customer service delivery and functions as part of the Human Resources department management team in setting departmental priorities related to the Corporate Strategic Plan, and divisional work plans.  As an integral member of the City’s management team, the Manager, Labour Relations and Customer Service is expected to develop an understanding of the various operations and departments within the City as well as effective, cooperative and collaborative working relationships within all levels of the organization. Guided by the goals and objectives of the City’s Strategic Plan and committed to the Corporate Values of integrity, service, inclusion, wellness and learning, the candidate will aid in the achievement of the Vision for an inclusive, connected and prosperous city.


Labour Relations

  • Manages the collective bargaining process for the City; acts as the City’s Chief Labour Relations Officer for seven collective agreements, delivering on the organization’s bargaining mandate and providing expert advice to senior staff and/or Council on related matters.
  • Has corporate responsibility for labour management relations including union relations, employment standards issues, grievances, arbitrations, labour board and human rights hearings.
  • Provides advice to staff at all levels of the organization and works collaboratively with departments to proactively address their employee relations issues.
  • Provides counsel and advice to Supervisors and Managers on employee issues such as discipline and terminations.
  • Maintains ongoing awareness and knowledge of provincial trends in labour relations for all bargaining groups.

Customer Service

  • Has responsibility for the development of policies and programs ensuring a “best practices” approach to human resources and supporting all facets of the corporation with the same.
  • Oversees the timely provision of HR services and inquiry response to both management and employee
  • Provides advice to staff at all levels of the organization and works collaboratively with departments to proactively address their issues.

Divisional Management

  • Provides leadership to professional staff; establishes objectives and evaluates performance of staff; monitors results and provides coaching, training and development opportunities as needed.
  • Develops and nurtures a work environment that is inclusive, respectful and motivating for staff.
  • Works collaboratively with the General Manager and other Human Resources Department Managers to ensure that the activities and programs of the division align with departmental and organizational strategies.
  • Represents the division at Executive Team, Council Committees, and Council meetings as required. Develops or directs the development of reports and presentations as required.
  • Prepares and administers the annual budget for the division, approving expenditures against the budget plan within delegated authority.
  • Ensures the Corporation is in compliance with all legislated requirements, such as the Employment Standards, the Ontario Human Rights Code, Labour Relations Act, etc.

Performance Monitoring and Measurement

  • Develops and implements benchmarking, market reviews, and performance measures to increase timeliness, efficiency, and effectiveness of service delivery. Monitors and reports annually on performance metrics for the division.
  • Creatively employs technology, continuous improvement methodologies, and external providers where necessary to increase efficiency and effectiveness of employee and labour relations programs.


  • Extensive experience related to the duties listed above, normally acquired through the completion of a University degree in Industrial Relations, Human Resources or a related field; combined with several years of management level experience in a multi-union environment. Municipal experience is preferred.  Candidates with an equivalent combination of education and experience may be considered.
  • Thorough knowledge of the Labour Relations Act, the Employment Standards Act, and the Ontario Human Rights Code and applicable Regulations.
  • Experience as the chief negotiator for multiple collective agreements is preferred.
  • Proven ability to establish and maintain effective working relationships with a diverse group of stakeholders (e.g. employees, union executives, Council, external legal counsel, media outlets etc.) including the ability to communicate clearly and effectively both orally and in writing.
  • Demonstrated leadership skills acquired through considerable experience supervising, leading and motivating staff.
  • Proven ability to successfully manage budgets and achieve performance targets.
  • Proven ability to set priorities, solve problems and meet deadlines under pressure and with minimum supervision.
  • Demonstrated ability to initiate, lead, and implement progressive and proactive human resources policies and programs.


$100,663.91 – $125,829.89

How to apply

Qualified applicants are invited to apply using our online application system by Monday, January 11, 2021. Please note all applicants must complete the online questionnaire specific to this position at the time they submit their resume and cover letter in order to be considered. Proof of qualifications will be requested at the interview stage.

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The City of Guelph is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

Personal information collected through the recruitment process will be used solely to determine eligibility for employment. We thank all candidates in advance; however, only those being considered for an interview will be contacted.