Senior Manager, Communications and Stakeholder Relations

Ombudsman For Banking Services and Investments • Toronto, ON

2d • 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.

This is a newly created position reporting to the Director, Communications and Stakeholder Relations. The Senior Manager, Communications & Stakeholder Relations, is responsible for the day-to-day management and operational leadership of OBSI’s communications and stakeholder relations function. The role directly manages professional staff responsible for communications content development, digital communications, stakeholder, media and government relations execution, and bilingual (English/French) communications. The scope of people leadership will be informed by the skills and experience of the incumbent.

The primary focus of the role is to translate strategic direction established by the Director into operational plans, high-quality communications products, and coordinated stakeholder relations activities, ensuring consistency, clarity, and alignment with OBSI’s public-interest mandate. The Senior Manager serves as a senior writer and editorial authority and operational lead, accountable for content quality, execution, prioritization, and alignment with Director‑approved positioning, messaging, and governance.

Requirements

• Typically, 8 - 10 years of progressive experience in communications or stakeholder relations roles.
• Advanced professional knowledge of communications, stakeholder relations, and public-interest policy communications.
• Excellent communication skills, including writing, editing and tailoring materials for a variety of audiences.
• High capacity to evaluate problems, identify, research and analyze options, provide recommendations, and manage multiple projects and competing priorities appropriate to the level of the role.
• Strong editorial, analytical, and synthesis skills.
• Demonstrated people management and operational leadership capability.
• Post-secondary education required in communications, journalism, public relations, political science, business, public administration, or related field.

Nice To Haves

• Experience in financial services, public-interest or regulatory environments is an asset.
• Bilingual capability in English and French is an asset.

Responsibilities

• Leads the day-to-day management of the communications and stakeholder relations function, including work planning, prioritization, sequencing, and monitoring delivery against timelines.
• Directly manages, coaches, and evaluates the performance of all direct reports.
• Establishes and maintains editorial standards, stakeholder engagement protocols, and workflow processes.
• Identifies development needs and addresses performance issues in a timely manner.
• Holds senior editorial accountability for approaches, positioning documents, case studies, bulletins, newsletter content, special reports, and the annual report.
• Drafts, reviews, edits, and integrates content to ensure alignment with Director-approved positioning, consistency of tone, accuracy, and audience appropriateness.
• Ensures communications content aligns with OBSI’s public‑interest mandate, strategic priorities, and Director‑approved positioning.
• Oversees the execution of stakeholder, media, and government relations activities in support of OBSI’s communications strategy and public policy objectives.
• Drafts, reviews and refines media materials, stakeholder correspondence, briefing notes, and consultation submissions prior to Director review and approval.
• Ensures stakeholder relations activities support OBSI’s communications strategy, thought leadership objectives, and public policy positioning.
• Supports the Director’s leadership of OBSI’s thought leadership and public policy engagement.
• Oversees research and environmental scanning to identify policy issues and consultation opportunities.
• Oversees the drafting of discussion papers, backgrounders, and consultation submissions.
• Provides operational leadership for OBSI’s digital communications activities, including the website, social media channels, and digital marketing initiatives.
• Oversees website content planning, updates, and performance, ensuring information is accurate, accessible, and aligned with communications objectives.
• Guides social media strategy and execution, including content planning, channel selection, and integration with broader communications and stakeholder outreach.
• Supports the use of digital advertising, analytics, and performance measurement to improve reach, engagement, and awareness.
• Ensures digital and social content adheres to governance, brand, accessibility, and bilingual requirements.
• Assists the Director in supporting the Ombudsman and CEO’s communications and stakeholder activities.
• Drafts and coordinates Board-facing communications materials, presentations, and briefing notes related to communications, stakeholder relations, and public policy.
• Prepares narrative summaries and analysis for Board and committee consideration.
• Oversight for OBSI’s in-house translation activities and external suppliers.
• Guides translation efforts to ensure French-language content is accurate, timely, and aligned with English-language messaging.
• Ensures communications products meet bilingual and accessibility requirements.
• Makes operational decisions related to editorial approach, prioritization, sequencing, and allocation of staff resources.
• Approves communications and stakeholder materials in accordance with established governance.
• Escalates high risk or sensitive issues to the Director for direction and approval.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree