Manager, Investigations

Ombudsman For Banking Services and Investments•Toronto, ON

1d•CA$130,000 - CA$166,000•Hybrid

About The Position

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. OBSI responds to inquiries from the public, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with stakeholders and the public. This role involves leading a team of Investigators in the objective investigation and fair resolution of complaints, ensuring high-quality investigations are conducted efficiently and effectively, and collaborating with other management to address emerging issues and ensure professional development.

Requirements

At least 5 years experience in a Management level role with people leadership responsibilities.
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 and the 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 and continuously improving information technology skills

Nice To Haves

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

Responsibilities

Participating in collaborative decision-making relating to the leadership of OBSI’s investigative staff
Monitoring OBSI’s environment to identify emerging issues and areas for improvement and collaborating with other IMT members to develop and implement solutions
Ensuring that OBSI policies, procedures, training material and guidelines with respect to investigative work are appropriately maintained and updated
Ensuring investigative staff receive appropriate training and fostering an environment of individual and team development
Monitoring case volumes and investigator caseloads and working together with other managers to ensure cases are appropriately assigned
Participating in peer reviews and discussing cases to ensure consistency of outcomes
Working with other managers and the Deputy Ombudsmen to ensure the Investigation Team fulfills its annual objectives including specific projects and initiatives
Providing the Communications Team with information and ideas to promote awareness of OBSI and help stakeholders understand OBSI approaches and case outcomes
Actively fostering an environment of professionalism, collaboration, innovation and continuous improvement throughout the organization
Promoting OBSI’s mission, vision and values and maintaining and enhancing the organization’s reputation in all internal and external activities
Ensuring investigators complete high-quality investigations in a timely, efficient manner by providing appropriate guidance, coaching, and feedback
Ensuring that all investigations are resolved in an efficient, fair and reasonable manner that is consistent with OBSI’s mission, vision and values
Ensuring investigators participate in the peer review process and help and support each other
Ensuring feedback from Deputy Ombudsmen, managers, other colleagues, reconsideration officers, and stakeholders is incorporated into casework
Acting as the primary escalation point for consumers and firms on cases to gather additional information, clarify issues and respond to comments and concerns
Ensuring all team members engage in appropriate external training and professional development and participate in all internal training in relation to new and updated policies and procedures
Managing performance effectively by taking responsibility for team performance, setting clear goals and expectations, tracking progress, providing feedback and addressing performance problems promptly
Establishing team focus by ensuring that all team members understand how their work relates to OBSI’s mission, aligns with OBSI’s strategic directions, and that their work embodies OBSI’s values
Providing motivational support for all team members by recognizing achievements and contributions, finding creative ways to make work rewarding, and identifying and promptly tackling morale problems
Empowering all team members by conveying confidence in their ability to be successful, delegating significant responsibility and authority, and allowing them freedom to decide how they will accomplish their goals and resolve issues
Fostering teamwork by having team members learn and work together, and by promoting cooperation with other teams
Assisting with investigative staff recruitment efforts as required