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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 in both official languages. We investigate unresolved disputes at no cost to the consumer.
Responsibilities
- Participate in collaborative decision-making for investigative staff leadership.
- Monitor OBSI’s environment to identify emerging issues and areas for improvement, developing and implementing solutions.
- Collaborate with other leaders to ensure the Investigation Team meets annual objectives, including case volume management and project initiatives.
- Contribute to the development and maintenance of OBSI policies, procedures, training materials, and guidelines for investigative work.
- Foster an environment of professionalism, collaboration, innovation, and continuous improvement.
- Promote OBSI’s mission, vision, and values, and enhance the organization’s reputation.
- Ensure OBSI’s investigative teams comply with regulatory obligations, internal policies, and service standards.
- Ensure all decisions and investigations are resolved efficiently, fairly, and reasonably, consistent with OBSI’s mission, vision, and values.
- Monitor case volumes and investigator caseloads, ensuring timely assignment, investigation, and closure of cases.
- Manage, mentor, and support Managers, Investigations to ensure quality and consistency of outcomes.
- Ensure the quality of work through quality assurance and thematic reviews.
- Manage complex case escalations, engaging directly with firms and consumers or working with a Deputy Ombudsman.
- Establish team focus and engagement by ensuring team members understand their work's relation to OBSI’s mission and strategic directions.
- Ensure Managers, Investigations are supported with appropriate resources to manage their teams and achieve objectives.
- Ensure investigative staff receive appropriate training and foster individual and team development.
- Provide motivational support by recognizing achievements, making work rewarding, and addressing morale problems.
- Empower team members by conveying confidence, delegating responsibility, and allowing autonomy in accomplishing goals.
- Foster teamwork by promoting cooperation among teams and learning opportunities.
- Manage performance effectively by setting clear goals, tracking progress, providing feedback, and addressing performance issues.
- Work with the Knowledge Management team to improve onboarding and investigator training materials.
- Manage change effectively by supporting innovation, initiating and implementing organizational change, and helping team members manage change.
- Provide the Communications Team with information and ideas to promote OBSI awareness and understanding.
- Lead investigative staff recruitment efforts as required.
Requirements
- Strong knowledge of banking and investment industry products, services, industry practices, policies, legislation, and regulation.
- Extensive negotiation and dispute resolution experience.
- Strong investigative experience.
- Previous managerial experience supervising professionals.
- Effective leadership, coaching, motivational, and team development skills.
- Sound judgment, decisiveness, and clear commitment to fairness, ethics, and public service.
- Superior professional verbal and written communication skills.
- Superior interpersonal skills.
- Strong numeracy skills, including the ability to read and understand financial reports and documents and evaluate financial analyses.
- Superior analytical problem-solving skills.
- Demonstrated ability to effectively prioritize complex tasks and manage multiple simultaneous projects under pressure.
- Thorough knowledge of OBSI mandate and operational environment.
- Strategic and forward-thinking approach to leadership.
- Bilingualism in French and English will be considered a strong asset.
- LL.B., J.D. or equivalent legal qualification strongly preferred.
- Strong proficiency in the Microsoft Office suite of programs.
- Demonstrated commitment to maximizing productivity through information technology and continuously improving information technology skills.
Skills
- Leadership
- Coaching
- Team Development
- Negotiation
- Dispute Resolution
- Investigation
- Managerial
- Judgment
- Decisiveness
- Fairness
- Ethics
- Public Service
- Communication (Verbal and Written)
- Interpersonal Skills
- Numeracy
- Financial Analysis
- Analytical Problem-Solving
- Prioritization
- Project Management
- Strategic Thinking
- Bilingualism (French/English)
- Microsoft Office Suite
- Information Technology Proficiency
Location
- Toronto, Ontario, Canada
Work Type
- Hybrid
Experience Level
- Senior
- Managerial
Education Level
- LL.B., J.D. or equivalent legal qualification preferred
Salary/Compensations
- $165,000 – $195,000
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.
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.
- 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.