Apply By: Wednesday, November 12, 2025 11:59 pm EST

Manager, Client Relationship & Case Management

Job ID:

235420

Posting status:

Open

Organization:

Ministry of Children, Community and Social Services

Division:

Family Responsibility Office

City:

Toronto

Position(s) language:

English

Job term:

1 Temporary (12 months with possibility of extension)

Job code:

M0904B - Administrative Services15

Salary:

$86,330.00 - $127,214.00 Per year

Are you a dynamic leader who values a collaborative culture? Do you excel in a fast-paced client service environment and possess strong analytical and critical thinking skills?

If so, we have an exciting opportunity for you with the Ministry of Children, Community and Social Services! The Family Responsibility Office is on the lookout for a passionate and driven leader to join their team as the Manager, Client Relationship & Case Management. In this pivotal role, you will be instrumental in leading a team to achieve the critical objectives of securing and enforcing child and spousal support orders in a time-sensitive, client-focused environment.

If you are a strategic leader who thrives in a high-volume customer service organization, we encourage you to apply today and make a meaningful impact!

The Ontario Public Service: Strengthening Ontario, together.

A career in the Ontario Public Service (OPS) is driven by purpose. We're building a stronger Ontario by delivering programs and services that make a real difference in people's lives. If you share this ambition, you'll find a workplace that reflects the diversity of the people we serve and empowers you to lead with confidence.

Why Your Leadership Belongs Here

• Purpose that drives you: Lead work that matters. Your leadership will shape policies, programs, and services that improve lives across the province—every day.

• A culture that supports you: Thrive in a flexible, inclusive, and respectful workplace that values your well-being and empowers you to bring your whole self to work.

• A career that grows with you: Explore leadership opportunities across ministries and sectors. With access to mentorship, learning, and mobility, your career can evolve here.

• Recognition that reflects your impact: We value the difference you make. You'll receive competitive pay, a defined-benefit pension, and benefits that support your well-being—plus meaningful recognition for your contributions

About the job

We hold our leaders to high standards because we believe in their potential to drive meaningful change. In the Ontario Public Service, leadership means showing up with authenticity, acting with integrity, and having the courage to do what's right—even when it's hard.

As a leader, you'll be expected to create a team culture that encourages innovation, supports collaboration, and champions inclusion. You'll help build a diverse, anti-racist, and accessible workplace where everyone feels safe, respected, and able to thrive.

Leadership is about impact—and in these roles, you'll have the opportunity to make a meaningful one. You will:

• Manage a collaborative team dedicated to achieving excellence in a contact center and complex service delivery environment.

• Plan, evaluate, and oversee client service operations and case lifecycle to ensure exceptional service delivery and effective financial account management.

• Build and maintain effective relationships with clients and stakeholders through collaboration with partners and teams.

• Develop strategic approaches to manage operations in a high-volume, time-sensitive environment.

• Participate in modernizing operational policies, procedures, and standards to enhance efficiency and effectiveness.

• Foster a positive, inclusive, and high-performing team environment, and promote a culture of diversity, inclusion, and service excellence.

Meet Your New Team

This position reports to Benedetta Freitas, an experienced operational and people leader. Benedetta's leadership focuses on building and inspiring inclusive, high-performing, and collaborative teams that are passionate about client service and delivering support to children and families. Benedetta is committed to fostering a work environment where every voice, perspective and contribution matters and is recognized. She is also committed to mentoring new and experienced leaders throughout all areas of the OPS.

In this role, you will join a branch leadership team alongside Benedetta and three Manager colleagues to support and lead a branch of 70 Client Liaison Agents, Case Management Officers, and Team Leads.

The Family Responsibility Office effectively and compassionately guides payors, recipients and partners through the family support process to ensure families receive the support to which they are entitled.

Information Session

Interested in this position? Join us to learn more about the team, vision, and key priorities. The session will be held on Wednesday, November 5, 2025 at 12:00pm. Use the following link to access the MS Teams invitation on the day of:

• Join the meeting now

What you bring to the team

Leadership Experience

• Strategic Leadership: Demonstrated ability to lead diverse teams toward achieving results, with a strong focus on client service excellence.
• Program Delivery: Skilled in planning and managing complex projects to ensure timely delivery of programs, advice, resources, and evaluations.
• Organizational Development: Experienced in building organizational capacity through effective talent management and human resource strategies.
• Policy & Labour Relations Expertise: Trusted advisor in interpreting and applying legislation, policies, and Collective Agreements with consistency and technical precision.

Strategic Thinking and Program Management

• Policy & Legislative Insight: Skilled in interpreting and applying program policies, procedures, and relevant legislation to support effective service delivery.
• Program Design & Evaluation: Experienced in developing, implementing, and evaluating program delivery options, with a focus on continuous improvement and change management best practices.
• Strategic Alignment: Proven ability to ensure program initiatives align with broader corporate priorities and related efforts across the Ontario Public Service.
• Analytical Problem-Solving: Strong strategic thinking and analytical skills to assess complex client issues and recommend solutions that support system-wide consistency.

Technical Knowledge

• Client Service Operations: Experienced in managing large-scale call centre and client service environments, with deep understanding of related workflows and operational needs.
• Policy & Program Development: Skilled in planning, analysis, and program evaluation to implement policies, assess impacts, and identify service delivery challenges.
• Government Knowledge: Strong grasp of government and ministry priorities, including financial, administrative, and procurement policies, with awareness of current best practices for resource management.

Communication and Relationship Management

• Political Acuity & Collaboration: Skilled in navigating complex environments to build consensus, resolve issues, and foster strong relationships across ministries and with external partners.

• Stakeholder Engagement: Proven ability to build and maintain productive relationships with diverse stakeholders, service providers, and cross-government teams.

• Consultation & Influence: Effective in leading consultations and negotiations that align stakeholders with organizational goals and strategic initiatives.

• Clear & Strategic Communication: Exceptional written and verbal communication skills to convey strategy, direction, and recommendations with clarity and impact.

Don't meet every qualification?

If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!

Think this role could be right for you?

We're here to support you every step of the way. These short videos can help you feel confident and prepared:

• Navigating Our Hiring Process (2 min) – Get a clear overview of each stage in our structured hiring process so you know what to expect and how to prepare.

• Application Preparation Tips (4 min) – Learn how to showcase your leadership experience in ways that align with how we evaluate applications during the screening stage, increasing your chances of being shortlisted.

Take a few minutes to explore these resources. They're designed to set you up for success.

How we support diversity, inclusion and accessibility

We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.

Our hiring process is accessible, consistent with Ontario's Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please contact us.

Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

Additional information:

Apply by:

Wednesday, November 12, 2025 11:59 pm EST

Position details:

• 1 English Temporary, duration up to 12 months, 125 Sir William Hearst Ave, Toronto, Toronto Region, Criminal Record Check

Compensation group:

Management Compensation Plan

Work hours:

Schedule 6

Category:

Management and General

Posted on:

Tuesday, October 28, 2025

Note:

• About security checks:
  A criminal or other federal offence record does not automatically disqualify you from the position. We consider each situation based on the position's responsibilities.
  If a check is needed and you've lived outside of Canada in the past 5 years for 6 or more months in a row, or if you are not a Canadian resident, you'll need to provide an out-of-country police clearance certificate from the country you lived in.
  Employment screening checks are only reviewed and evaluated by the Transition and Security Office, which also maintains them and keeps them strictly confidential.
• T-SS-235420/25

How to apply:

• You must apply online.

• Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.

• Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.

• Read the job description to make sure you understand this job.

• OPS employees are required to quote their WIN EMPLOYEE ID number when applying.

• If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment services team will contact you within 48 hours.

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

Strengthening Ontario, together