Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

OBSI is a national, independent, not-for-profit organization that resolves disputes between consumers and financial services firms in both official languages. This role provides leadership for the Case Assessment Team, ensuring effective, consistent, and efficient operations aligned with OBSI's mission, vision, and values.

Responsibilities

• Provide overall leadership for the Case Assessment Team, ensuring effective operations aligned with organizational goals.
• Assist in developing and lead the implementation of the Case Assessment Team’s strategic priorities, objectives, and improvement initiatives.
• Ensure Case Assessment Team policies, practices, procedures, guidance materials, and training programs remain current, effective, and operationally sound.
• Make, guide, and/or lead the implementation of decisions related to case handling and outcomes escalated from Managers, Case Assessment.
• Monitor trends, volumes, service demands, and operational risks, and proactively identify opportunities for improvement.
• Provide leadership, direction, coaching, and support to the Managers, Case Assessment.
• Provide motivational support for all team members by recognizing achievements and contributions, finding creative ways to make work rewarding, and identifying and promptly tackling morale challenges.
• Actively foster an environment of professionalism, collaboration, innovation, and continuous improvement.
• Develop and monitor performance assessment goals for CAOs and Managers, Case Assessment.
• Oversee the consistency, quality, and timeliness of case assessment processes across the team.
• Ensure feedback from Deputy Ombudsmen, managers, other colleagues, reconsideration officers, and stakeholders is incorporated into casework.
• Participate in collaborative decision-making related to the leadership of OBSI’s investigative staff.
• Collaborate with other managers and the Deputy Ombudsmen on initiatives to help ensure the Investigation Team fulfills its annual objectives.
• Partner with internal stakeholders to improve handoffs, workflow integration, and coordination between case assessment and other investigative functions.
• Work with Communications and other internal partners to support awareness and understanding of OBSI’s approaches and processes.
• Identify systemic issues, service pressures, stakeholder needs, and trends affecting intake and case assessment, and develop practical responses.
• Promote OBSI’s mission, vision, and values and help maintain and enhance the organization’s reputation.

Requirements

• 8 - 10 years of progressive leadership experience in complaint intake, case assessment, service operations or a comparable operational environment.
• Demonstrated experience leading through other managers and overseeing multiple teams.
• Strong strategic thinking skills, with the ability to translate organizational priorities into practical operational plans and improvements.
• Proven success in leading process improvement, service redesign, or operational effectiveness initiatives.
• Experience identifying and implementing technology-enabled improvements, including workflow tools, automation, and/or AI-supported solutions.
• Strong leadership, coaching, change management, and team development skills.
• Sound judgment, decisiveness and clear commitment to fairness, ethics and public service.
• Excellent professional verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent analytical problem-solving skills.
• Strong proficiency in the Microsoft Office suite of programs.

Skills

• Strategic thinking
• Process improvement
• Service redesign
• Operational effectiveness
• Technology implementation
• Workflow tools
• Automation
• AI-supported solutions
• Leadership
• Coaching
• Change management
• Team development
• Judgment
• Decisiveness
• Fairness
• Ethics
• Public service
• Verbal communication
• Written communication
• Interpersonal skills
• Analytical problem-solving
• Microsoft Office suite proficiency
• Bilingualism in French and English (preferred)

Location

• Toronto, ON, Canada

Work Type

• Hybrid
• Full-time

Experience Level

• Senior

Salary/Compensations

• $112,000 to $162,000 per annum

About the Company

• Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent and not-for-profit organization that helps resolve and reduce disputes between consumers and financial services firms in both official languages.
• OBSI is responsive to consumer inquiries, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with the stakeholders and the public.
• If a consumer has a complaint against an OBSI participating bank or investment firm that they are not able to resolve with the bank or firm, OBSI will investigate at no cost to the consumer.