Lead a High-Performing Team Through Transformation and Service ExcellenceAre you an experienced operational leader who thrives in a fast-paced, high-volume environment? Do you enjoy leading leaders, driving performance through data and metrics, and balancing day-to-day operations with longer-term strategic priorities? The Family Responsibility Office (FRO) is seeking a collaborative and results-oriented
Senior Manager, Client Relationship and Case Management to lead a large, multi-level team responsible for delivering essential services to families across Ontario.
In this role, you will provide strategic and operational leadership for a complex program undergoing transformation and modernization. You will oversee case management operations, guide service improvements, and use sound judgment to make decisions that support strong client outcomes and operational excellence. Success in this role requires adaptability, clear communication, relationship-building skills, and the ability to shift priorities in a dynamic environment while maintaining focus on results.
You will also play a key role in developing leaders and building organizational capacity through recruitment, coaching, and talent development. Experience leading large service delivery, contact centre, or case management teams would be an asset. If you are looking to expand your leadership impact, gain broad operational experience within government, and contribute to a program that makes a meaningful difference for Ontario families, this is an exciting opportunity to take the next step in your career.
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 believe great leadership starts with high standards and strong support. In the OPS, that 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 shape a team culture that sparks innovation, supports collaboration, and champions inclusion. You'll help build a workplace that is diverse, anti-racist, and accessible, where everyone feels safe, respected, and able to thrive.
You won't be doing it alone. We invest in our leaders through mentorship, learning opportunities, and cross-ministry networks that help you grow your impact and connect with peers across the organization.
Leadership is about impact, and in this role, you'll have the opportunity to make a meaningful one.
You will:
- Lead a large, multi-level team responsible for delivering high-volume client service and case management operations, ensuring efficient, consistent, and client-focused service delivery.
- Provide strategic and operational leadership for the planning, delivery, evaluation, and continuous improvement of program services, using performance metrics, service trends, and client feedback to drive results.
- Lead, coach, and develop managers, strengthening leadership capability, workforce engagement, talent development, recruitment, succession planning, and performance management practices.
- Drive business transformation and modernization initiatives by identifying opportunities to improve processes, service delivery models, operational efficiency, and client outcomes.
- Build and maintain effective relationships with partners across the ministry and external organizations, influencing decisions, resolving issues, and supporting the successful delivery of program priorities.
- Provide strategic advice and sound judgment to senior leadership on operational, service delivery, and emerging issues, including sensitive or high-profile matters with program impact.
- Oversee program accountability, resource planning, and compliance with legislative requirements, government directives, collective agreements, and ministry policies while ensuring operational excellence in a dynamic environment.
Your ability to align your team's efforts with broader organizational goals will be key to your success, and to the success of the people we serve.
Meet Your New TeamThe Family Responsibility Office (FRO) effectively and compassionately guides payers, recipients and partners through the family support process to ensure families receive the support they are entitled to. As a team, we are committed to continuous improvement, always enhancing how we deliver for clients and how we support one another.
You will be joining a group with strong people culture, established training programs and modern tools, processes and data analytics that set staff up for success. The work is meaningful and varied, and you will have opportunities to make a positive difference in people's lives while growing your skills and exploring different career paths within FRO.
The Client Liaison Branch is responsible for successfully onboarding clients by establishing a positive and respectful relationship with clients, income sources and other stakeholders through providing information and setting expectations. The branch also focuses on client engagement and critical decision-making in actively and effectively managing assigned cases, including appropriate enforcement actions.
What you bring to the team
Leadership and Operational Management Skills
- Demonstrated experience leading large, multi-level teams in a high-volume operational environment, including coaching managers, building leadership capability, and driving accountability and performance.
- Proven ability to balance day-to-day operations with strategic priorities, while leading change, modernization, and continuous improvement initiatives.
- Strong executive judgment, decision-making, and problem-solving skills, with the ability to manage complex issues, competing priorities, and organizational risks.
- Experience managing operational resources, including workforce planning, budgeting, recruitment, talent development, and performance management.
Technical Knowledge and Expertise
- Experience leading client service, contact centre, case management, or other high-volume service delivery operations.
- Strong analytical skills, with the ability to use data, performance metrics, and service trends to inform decisions and improve operational outcomes.
- Knowledge of legislation, policies, collective agreements, and service delivery frameworks, with the ability to provide sound operational advice and ensure consistent application.
Communication and Relationship Management Skills
- Exceptional communication, consultation, and relationship management skills, with the ability to influence, build credibility, and foster collaboration across diverse groups.
- Experience providing strategic advice and briefings to senior leaders on operational priorities, risks, and emerging issues.
- Strong issues management and negotiation skills, with the ability to navigate complex situations and drive effective outcomes.
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 – 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 – Learn how to showcase your leadership experience in ways that align with how we evaluate applications during the screening stage.
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: