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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 leads a team of Investigators in conducting objective and fair complaint investigations, ensuring high-quality work aligned with OBSI's mission, vision, and values.

Responsibilities

Lead a team of Investigators and/or Senior Investigators.
Provide support to the Deputy Ombudsmen in leading the Investigation Team.
Participate in collaborative decision-making regarding investigative staff leadership.
Monitor OBSI’s environment to identify emerging issues and areas for improvement.
Collaborate with other IMT members to develop and implement solutions.
Ensure OBSI policies, procedures, training material, and guidelines for investigative work are maintained and updated.
Ensure investigative staff receive appropriate training and foster individual and team development.
Monitor case volumes and investigator caseloads, ensuring appropriate case assignment.
Participate in peer reviews and case discussions for outcome consistency.
Ensure the Investigation Team fulfills annual objectives, including projects and initiatives.
Provide information and ideas to the Communications Team for promoting OBSI awareness.
Foster an environment of professionalism, collaboration, innovation, and continuous improvement.
Promote OBSI’s mission, vision, and values.
Maintain and enhance the organization’s reputation in all activities.
Ensure investigators complete high-quality investigations in a timely and efficient manner.
Provide guidance, coaching, and feedback to investigators.
Ensure all investigations are resolved efficiently, fairly, and reasonably.
Ensure investigators participate in the peer review process and support each other.
Ensure feedback from various stakeholders is incorporated into casework.
Act as the primary escalation point for consumers and firms on cases.
Ensure team members engage in appropriate external training and professional development.
Participate in all internal training related to new and updated policies and procedures.
Manage performance effectively by setting clear goals, tracking progress, providing feedback, and addressing performance problems.
Establish team focus by ensuring alignment with OBSI’s mission, strategic directions, and values.
Provide motivational support by recognizing achievements and tackling morale problems.
Empower team members by conveying confidence, delegating responsibility, and allowing autonomy.
Foster teamwork and cooperation with other teams.
Assist with investigative staff recruitment efforts.

Requirements

Strong knowledge of banking and investment industry products, services, industry practices, policies, legislation, and regulation.
Strong negotiation and dispute resolution experience.
Strong investigative experience.
Previous managerial experience supervising professionals and/or investigative staff.
Effective leadership, coaching, motivational, and team development skills.
Sound judgment, decisiveness, and clear commitment to fairness, ethics, and public service.
Excellent professional verbal and written communication skills.
Superior interpersonal skills.
Strong numeracy skills, including the ability to read and understand financial reports and documents.
Ability to evaluate financial analyses.
Superior analytical problem-solving skills.
Strong proficiency in the Microsoft Office suite of programs.
Demonstrated commitment to maximizing productivity through information technology.
Commitment to continuously improving information technology skills.

Skills

Leadership
Coaching
Motivation
Team Development
Negotiation
Dispute Resolution
Investigation
Judgment
Decisiveness
Fairness
Ethics
Public Service
Communication (Verbal and Written)
Interpersonal Skills
Numeracy
Financial Report Analysis
Financial Analysis Evaluation
Analytical Problem-Solving
Microsoft Office Suite Proficiency
Information Technology Productivity Maximization
Information Technology Skill Improvement

Location

Toronto, Ontario, Canada

Work Type

Hybrid
Full-time

Experience Level

Managerial experience supervising professionals and/or investigative staff

Education Level

LL.B., J.D. or equivalent legal qualification is an asset

Salary/Compensations

$130,000 to $166,000 per annum

About the Company

Canada’s Ombudsman for Banking Services and Investments (OBSI) is a national, independent and not-for-profit organization.
OBSI 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 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.

Equal Opportunity

OBSI strives to provide equal opportunity to qualified individuals with all abilities and, as such, we are committed to offering reasonable accommodation during the hiring process.
If you require special assistance or accommodation, please contact Human Resources at hr@obsi.ca.
To support our recruitment process, we may use artificial intelligence (AI) to assist in screening, assessing, or sorting applications.
All applications are subsequently reviewed by our Human Resources team, and hiring decisions are made with human oversight.