Are you an experienced financial professional interested in public service and contributing to financial fairness and justice?
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: Manager, Case Assessment
Location: This is a hybrid position based in Toronto
Reporting to: Deputy Ombudsman
Vacancy: Posting for a new headcount
Salary Range: $93K- $105K
Direct Reports: Bilingual Case Assessment Officer/Case Assessment Officer
Duties and Responsibilities
The Manager, Case Assessment plays a critical role by leading a team of Bilingual Case Assessment Officers and working with the other members of the Investigation Management Team to lead the investigative staff.
As a member of the Investigation Management Team, the Manager, Case Assessment has a range of responsibilities, including: 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 Investigation Management Team members to develop and implement solutions Ensuring that OBSI policies, procedures, training material and guidelines with respect to case intake and assessment are appropriately maintained and updated Ensuring Bilingual Case Assessment Officers and other investigative staff receive appropriate training, and fostering an environment of individual and team development Monitoring case intake volumes 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 The Manager, Case Assessment is responsible for all aspects of leading the Case Assessment Team, including:
Ensuring the intake process for all cases is completed with high-quality in a timely, efficient manner by providing appropriate guidance, coaching, and feedback Ensuring the cases the Bilingual Case Assessment Officers investigate are completed with high quality in a timely, efficient manner by providing guidance, coaching, and feedback Ensuring all mandate decisions are made in an efficient, fair and reasonable manner that is consistent with OBSI's mission, vision and values Ensuring the cases the Bilingual Case Assessment Officers investigate are completed with high quality in a timely, efficient manner by providing guidance, coaching, and feedback Ensuring Bilingual Case Assessment Officers 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 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 Leading Bilingual Case Assessment Officer recruitment efforts, as required Key Qualifications, Abilities, and Skills
A minimum of 3 years' experience managing customer service or complaint intake functions Demonstrated interest in the financial services industry and a desire to expand industry knowledge Strong negotiation and dispute resolution experience 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 Excellent interpersonal skills Strong analytical problem-solving skills Strong proficiency in the Microsoft Office suite of programs, as well as a demonstrated commitment to maximizing productivity through information technology and continuously improving information technology skills Bilingualism in French and English is preferred 
