Manager Client and Case Management Services

Manager Client and Case Management Services
Job Category:
Operations

Requisition Number: MANAG
001148

Posted :
October 5, 2026
Full-Time

Locations
Showing 1 location

Victoria Client Office
Victoria, BC, CAN

Pay or shift range: $82,046 CAD to $117,210 CAD
The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.

Description
The BC Family Maintenance Agency (BCFMA) is responsible for the client-centric administration of child and spousal maintenance services for British Columbians. BCFMA offers support that strengthens families so that they may achieve their full potential and secure the best possible future for their children. We are committed to promoting equity, anti-racism, and multiculturalism, addressing social and health issues such as mental health and poverty, and providing services that make communities safer.

We strive for lasting and meaningful reconciliation through Indigenous-specific community recognition, outreach, and relationship-building efforts.

BCFMA is committed to reconciliation with Indigenous Peoples, honouring the Provincial commitment to the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Declaration on the Rights of Indigenous Peoples Act, and the Truth and Reconciliation Commission’s (TRC) Calls to Action. Through fostering respectful and collaborative relationships with Indigenous partners and stakeholders, BCFMA delivers on the government’s priorities.

The BC Family Maintenance Agency is looking for an experienced Manager, Client and Case Management Services to join our team in our Victoria office.

The Manager, Client and Case Management Services reports to the Director, Client Services and Operations. This position identifies the necessary resources for achieving operational objectives and issues and manages and monitors operational effectiveness. The manager is responsible for the leadership and oversight of a results-oriented client services team, through adequate supervision of the day-to-day activities, while developing individuals and the overall team.

Through coaching and performance management, the manager works with staff to maximize the case management program and client service performance. They have direct experience dealing with labour relations issues and can analyze problems, identify key information and issues, and tactfully resolve them. They provide effective leadership and corporate guidance, ensuring information flows between leadership and the team. The manager exercises delegated authority to make decisions and provides avenues for dispute resolution consistent with the legislation, administrative law, policies, and procedures.

The manager is also responsible for recognizing, researching, and implementing solutions that will improve the performance of their teams while aligning with service plan deliverables.

ACCOUNTABILITIES

Manages an operations team and provides leadership and coaching in both virtual and in-office environments, including assignment of work, training, development and evaluation of performance plans, approval of leave, and initiation and leading of discipline processes using their knowledge of labour relations while demonstrating exceptional tact. Responds to grievances and initiates the discipline process.

Develops and implements operational plans and strategies to manage the delivery of BCFMA services, identifying operational priorities, performance standards and practices.

Handles program escalations from clients/representatives and manages requests to vary guidelines/procedures.

Executes the Business Continuation Plan to ensure services are sustained during an emergency or unplanned disruption.

Participates in long-range planning sessions to determine the future service needs for clients and the program.

Implements operational changes to support the Division’s Business Plan, priorities and employee engagement.

Leads discipline and performance management of direct reports in a unionized setting.

Engages with staff and motivates team members to inspire improved performance.

Responsible for ensuring performance targets are consistently achieved.

Provides ongoing coaching and feedback to team members to support their performance and development.

Develops an in-depth understanding through which to provide ongoing management and oversight of the client-centric approach to service while monitoring agency…