Senior Manager, Case Assessment

Ombudsman For Banking Services and Investments•Toronto, ON

4d•CA$112,000 - CA$162,000•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 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.

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

Nice To Haves

Bilingualism in French and English is preferred

Responsibilities

Provide overall leadership for the Case Assessment Team, ensuring the function is operating effectively and aligned with OBSI’s organizational goals
Assist in the development 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 program remain current, effective, and operationally sound
Make, guide, and/or lead the implementation of decisions related to case handling and outcomes that are escalated from the 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, ensuring they are equipped to effectively lead their teams
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 throughout the organization
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 through the leadership of the Managers, Case Assessment
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 including specific projects and initiatives
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, where appropriate, 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 in internal and external interactions, consistent with the current manager role