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.

Job Title: Senior Manager, Case Assessment

Reporting to: Deputy Ombudsman

Direct Reports: Manager, Case Assessment

Vacancy: New vacancy

Salary Range: $112,000 to $162,000 per annum

Location: Toronto office (hybrid) with 2 days in the office. The OBSI office is located in downtown Toronto

DUTIES AND RESPONSIBILITIES

The Senior Manager, Case Assessment is responsible for the leadership, performance, and continuous improvement of OBSI’s Case Assessment team. Reporting to the Deputy Ombudsman, this role provides oversight to the Managers, Case Assessment and is accountable for ensuring the Case Assessment Team operates effectively, consistently, and efficiently in support of OBSI’s mission, vision, and values.

The Senior Manager, Case Assessment has a range of responsibilities, including:

SENIOR LEADERSHIP & OPERATIONAL OVERSIGHT

• 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

People Leadership & Team Development

• 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

Organizational Collaboration

• 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

KEY QUALIFICATIONS, ABILITIES, AND SKILLS

• 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

• Bilingualism in French and English is preferred