Operations Manager, Client & Case Management (Mon–Fri)

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

Benefits offered by this job

Pension plan

Benefits package

Work-life balance

Professional development

Job summary

The BC Family Maintenance Agency (BCFMA) is seeking a Manager, Client and Case Management Services to lead the Victoria office. You will oversee a client services team, drive performance, and ensure alignment with service plans, policies and labour relations requirements.

Reporting to the Director, Client Services and Operations, you will develop operational plans, coach staff, handle escalations, and monitor program effectiveness while fostering equity, reconciliation and high-quality client

Qualifications

• Experience leading staff in a high-volume, unionized environment.
• Ability to apply legislation, regulations and policies.
• Strong communication and conflict-management skills.

Responsibilities

• Lead an operations team in virtual and in-office settings and manage performance plans.
• Develop and implement operational plans and strategies.
• Handle program escalations and ensure service delivery aligns with the business plan.
• Lead discipline and performance management of direct reports in a unionized setting.
• Provide coaching to improve client services performance.

Skills

Staff leadership

Labor relations

Performance management

Conflict resolution

Analytics

Communication

Education

Post-secondary degree or diploma in related field

Tools

Microsoft Outlook

Excel

Word

Case-management systems

Job description

The BC Family Maintenance Agency (BCFMA) is seeking a Manager, Client and Case Management Services to lead the Victoria office. You will oversee a client services team, drive performance, and ensure alignment with service plans, policies and labour relations requirements.

Reporting to the Director, Client Services and Operations, you will develop operational plans, coach staff, handle escalations, and monitor program effectiveness while fostering equity, reconciliation and high-quality client