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About the Role

OBSI is a national, independent, not-for-profit organization that resolves disputes between consumers and financial services firms. This role supports the management, organization, and accessibility of OBSI’s knowledge assets, improving information organization and implementing technology tools for content management.

Responsibilities

• Manage, maintain, and improve the centralized content management system (M365/SharePoint).
• Develop the Knowledge Management framework for organizing, classifying, and indexing information assets.
• Develop a plan for content updates and maintenance to improve accessibility to accurate and relevant information.
• Modernize the information management program through effective information utilization, sound information architecture, and technology-enabled solutions.
• Maintain and update guidance notes and job aids on banking and investment products, case assessment procedures, and investigation-related policies.
• Develop new guidance and reference materials, along with associated training materials.
• Uphold standards for content quality, consistency, and completeness across all reference materials.
• Identify and capture new or emerging knowledge areas and support the development and maintenance of precedent materials.
• Partner with internal subject matter experts to gather information for guidance notes and ensure timely completion.
• Support the delivery of onboarding and orientation training for new staff.
• Contribute to the development and delivery of training for existing staff.
• Apply continuous improvement practices to enhance training and knowledge-sharing approaches.
• Support knowledge sharing initiatives and projects in collaboration with the Information Technology team.
• Collaborate with colleagues across teams to support knowledge-related initiatives and operational effectiveness.
• Stay informed about industry trends, regulatory developments, and internal practices relevant to OBSI’s work.
• Design effective communications, job aids, and other materials for publication across various channels.
• Participate in special projects and other duties as assigned.

Requirements

• 5+ years in a similar Knowledge Management focused role.
• Strong skills in information management practices, content organization, and the use of digital tools.
• Excellent written and oral communication skills.
• Ability to translate complex technical concepts into clear, concise, and user-friendly content.
• Strong knowledge of banking and investment products, services, and regulatory environment or similar regulated industries.
• Strong knowledge of OBSI’s mandate and operational environment.
• Strong analytical and problem-solving skills.
• Sound judgment and ability to work independently.
• Strong interpersonal skills for collaboration and influencing change.
• Strong attention to detail with the ability to manage multiple priorities and meet deadlines.
• Prior training experience, change management and/or project management experience is an asset.
• Education or training in knowledge management, library and information science, legal, compliance, or technical writing disciplines is an asset.
• Knowledge of training development, skills-building programs, or staff engagement strategies.
• Proficient in Microsoft 365 environment (SharePoint, Teams, Word, Excel, PowerPoint).
• Demonstrated commitment to maximizing productivity through information technology including AI.
• Aptitude for understanding and adapting to new technologies.

Skills

• Knowledge Management
• Information Management
• Content Organization
• Digital Tools
• Written Communication
• Oral Communication
• Policy Drafting
• Procedure Drafting
• Banking Products
• Investment Products
• Regulatory Environment
• Analytical Skills
• Problem-Solving Skills
• Judgment
• Interpersonal Skills
• Attention to Detail
• Microsoft 365
• SharePoint
• Teams
• Word
• Excel
• PowerPoint
• AI
• Training Development
• Change Management
• Project Management

Location

• Toronto, Ontario, Canada

Work Type

• Hybrid
• Full-time

Experience Level

• 5+ years

Education Level

• Degree or training in knowledge management, library and information science, legal, compliance, or technical writing disciplines is an asset.

Salary/Compensations

• $80,000 - $115,000 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.