Manager, Client and Case Management Services

BC Family Maintenance Agency; Victoria; On-site; CAD 82,000 - 117,000; Full time

Benefits offered by this job

Public Service Pension

Health benefits

Generous vacation and leave

Professional development opportunities

Job summary

BC Family Maintenance Agency is seeking a Manager, Client and Case Management Services in Victoria, BC, to lead a team delivering client-centred services in a high-volume setting.

You will coach staff, drive service improvements, and ensure alignment with regulatory requirements while collaborating across the organization to advance strategic priorities.

Qualifications

• Degree or diploma in business administration, public administration, social sciences, or related field, or equivalent experience.
• At least 3 years of leadership experience in a high-volume service environment.
• Experience leading in a unionized workplace.
• Experience supporting diverse clients with complex needs.
• Ability to apply legislation, policies, procedures in operational decisions.
• Strong communication, conflict resolution, and relationship-building skills.
• Ability to interpret performance metrics and drive service improvements.
• Proficiency with Microsoft Office and business systems.

Responsibilities

• Lead, coach, and develop employees in a unionized environment.
• Foster an inclusive, high-performing team culture.
• Manage performance, attendance, grievances, and disciplinary matters.
• Monitor service delivery and implement improvements for client outcomes.
• Resolve complex client escalations and operational issues.
• Analyze service metrics to support decisions and continuous improvement.
• Lead projects, process changes, and modernization initiatives.
• Provide guidance on legislation, regulations, policies, and procedures.
• Collaborate with internal/external partners to support client service excellence.
• Contribute to strategic planning and organizational priorities.

Skills

Leadership

Communication

Data analysis

MS Office

Education

Business Admin / Public Admin degree or equivalent

Tools

MS Office

Job description

Manager, Client and Case Management Services

Salary: $82,046 - $117,210 annually Location: Victoria, BC

Are you an experienced leader who is passionate about delivering exceptional client service, developing high-performing teams, and making a meaningful impact in the lives of British Columbians?

BCFMA is seeking a Manager, Client and Case Management Services to lead a team responsible for providing client-centred services in a dynamic, high-volume environment. This is an opportunity to play a key role in shaping service delivery, supporting employee success, and driving continuous improvement within a purpose-driven organization.

About the Role

As the Manager, Client and Case Management Services, you will provide leadership and oversight for the delivery of client and case management services. You will coach and support employees, foster an inclusive and engaged workplace culture, and ensure operational goals and service standards are achieved.

Working collaboratively with leaders across the organization, you will lead operational improvements, manage complex client and service issues, and contribute to strategic initiatives that support agency priorities and enhance service delivery.

What You'll Do

• Lead, coach, and develop employees in a unionized environment.
• Foster a positive, inclusive, and high-performing team culture.
• Manage employee performance, attendance, grievances, and disciplinary matters.
• Monitor service delivery performance and implement improvements to enhance client outcomes.
• Resolve complex client escalations and operational issues.
• Analyze service metrics and use data to support decision-making and continuous improvement.
• Lead operational projects, business process improvements, and change initiatives.
• Provide guidance on legislation, regulations, policies, and procedures.
• Collaborate with internal and external partners to support organizational objectives and client service excellence.
• Contribute to strategic planning and service modernization initiatives.

What You'll Bring

• A post-secondary degree or diploma in business administration, public administration, social sciences, or a related field, or an equivalent combination of education and experience.
• Three years of professional work experience leading and coaching staff in a high-volume service environment.
• Experience managing employees in a unionized workplace.
• Experience supporting diverse clients, including individuals facing complex social, health, or personal challenges.
• Experience applying legislation, policies, procedures, and program requirements in operational decision-making.
• Strong communication, conflict resolution, and relationship-building skills.
• Ability to interpret performance metrics and implement strategies to improve service delivery.
• Proficiency with Microsoft Office applications and business systems.

Preference May Be Given To Candidates With

• Five or more years of related leadership experience.
• Experience in contact centre operations, case management, or social service delivery.
• Experience managing grievances and disciplinary processes.
• Experience building collaborative relationships with community partners and stakeholders.

Why Join BCFMA?

At BCFMA, you'll have the opportunity to make a positive difference while working in a collaborative and inclusive environment that values innovation, respect, and continuous learning.

We offer:

• Meaningful and rewarding public service work.
• Monday to Friday work schedule.
• Defined Benefit Public Service Pension Plan.
• Comprehensive health and dental benefits.
• Generous vacation, sick leave, and flex days.
• Learning and professional development opportunities.
• A workplace committed to equity, diversity, inclusion, and reconciliation.

Additional Information

• This is a full-time, excluded management position.
• A Criminal Record Check is required.
• Applicants must be Canadian citizens or permanent residents.
• Applicants must reside in British Columbia and be within reasonable commuting distance of the work location when employment commences.
• This is an office-based position requiring regular on-site attendance.