Attention Strategic Leaders! Are you an experienced manager who is looking for a challenge? The Ministry of Children, Community and Social Services, Family Responsibility Office (FRO), Client Liaison Branch offers you an exciting opportunity to provide leadership to a team in the delivery of support services to families.
The ideal candidate is an experienced leader of a major customer service organization and a high volume, fast paced, time sensitive and client focused environment that will manage a team in meeting the goals of obtaining and enforcing child and spousal support orders. The position offers leadership opportunities in a call centre, complex program delivery environment.
In a time of significant change, you will be instrumental in providing leadership to build capacity, technical expertise and credibility to the organization in order to ensure public confidence while ensuring successful delivery of the established mandate and the mission of the Family Responsibility Office.
The Family Responsibility Office effectively and compassionately guides payers, recipients and partners through the family support process to ensure families receive the support to which they are entitled.
For more information please visit:
Family Responsibility OfficeABOUT US:The Ontario Public Service is one of the largest employers in the province, employing more than 60,000 people. Every day we are modernizing government operations and improving public services. We have a wide range of meaningful and rewarding career opportunities in communities across Ontario. We welcome new ideas and new people, encourage learning and development, and reward achievement. No matter the position, we live the core values of trust, fairness, diversity, excellence, creativity, collaboration, efficiency and responsiveness.
The
Ontario Public Service (OPS) Leadership Behaviours defines what it means to be a leader through the following expected behaviours and attributes:
• We commit to the responsibilities of being a leader by demonstrating authenticity, accountability and courage.
• We lead for the future by embracing positive disruption, a future mindset and by developing each other, every day.
• We are people centred by leading with a common purpose, being inclusive and driving people centered outcomes.
What can I expect to do in this role?
As the Manager, Client Relationship and Case Management, you will:
• Plan, evaluate and control client service operations, oversee financial account management, manage the full case lifecycle and ensure service delivery.
• Manage a large team to achieve excellence in a contact centre and complex service delivery environment.
• Work with your enforcement services team to build effective relationships with clients and stakeholders .
• Develop strategies to manage in a high volume, time-sensitive environment .
• Participate in modernizing operational policies, procedures and standards.
What a career in the OPS can offer you!The OPS is committed to be an employer of first choice, creating a positive and inclusive work environment. In addition to flexible work arrangements, collegial and professional work culture, career growth and development and on-the-job training to help you succeed, we offer a competitive total compensation package, which includes an attractive salary and may include the following:
• For these positions we offer a competitive salary package and the associated salary allowances
• Flexible work arrangements where operationally feasible
• Defined benefit pension plan
• Maternity and parental leave top-up benefits, which cover adoptive parents
• Comprehensive health and dental plans
• Life and disability insurance
How do I qualify?
You commit to being a leader by:
• Having strong planning and project management skills for the timely delivery of programs, advice, resources and evaluations.
• Having the ability to provide leadership in building organizational capacity through effective human resources such as talent management.
• Being able provide advice and technical expertise to ensure consistency in interpretation and application of legislation, policies and Collective Agreements.
You lead for the future by:
• Having experience in program design, implementation and evaluation and understanding of approaches/best practices for change management, continuous program/service improvement and ability to ensure alignment with related corporate initiatives.
• Having analytical, strategic thinking and problem-solving skills to assess and respond to clients issues, and ensure alignment with similar initiatives in the OPS.
• Having strong interpersonal and communication skills to build consensus and resolve problems, brief senior management and maintain positive working relationships with ministry staff and stakeholders.
You are people centered by:
• Having strong commitment to diversity, equity and inclusion.
• Knowing how to establish a trusting, open environment where people are free to be themselves and express their opinion.
• Uncovering and addressing systemic barriers to inclusion and accessibility.
• Demonstrating political acuity, judgement and strong interpersonal and communication skills to build consensus and resolve problems, brief senior management and maintain positive working relationships with ministry staff and stakeholders, and cross-government partners in order to enhance the flow of information.
Your technical expertise is needed by:
• Having knowledge and experience in large call centre and client service environments and related workflows.
• Having well-honed planning, analytical and policy and program development skills to implement policies and programs, lead program evaluation, assess impacts and identify service delivery issues.
• Having knowledge of government and ministry corporate directions; government and ministry financial, administrative and procurement policies and directives to plan and manage resources, and awareness of current best practices.
