Manager, Knowledge Management

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, Knowledge Management

Reporting to:Deputy Ombudsman

Direct reports: None

Duties and Responsibilities

The Manager, Knowledge Management plays a critical role by leading all OBSI's knowledge-related activities, including the management, capturing, sharing and accessibility of our knowledge assets. The Manager, Knowledge Management will work collaboratively with the organization's Human Resources and Information Technology teams to promote and optimize the usage of the organization's knowledge assets in the context of organizational training, policy development, knowledge organization and retention activities, including:

• Sharing OBSI's knowledge assets with new and existing staff:
• Maintaining and continuously improving OBSI's training program for new Investigation and Case Assessment Team members.
• Overseeing the orientation and onboarding training of all new Investigation and Case Assessment Team members.
• Developing and implementing a progressive and ongoing program of training OBSI personnel in collaboration with the Human Resources Team.
• Fostering a culture of knowledge building among employees and motivating and influencing staff to participate in knowledge sharing.
• Championing an innovative, continuous improvement culture and being a leader in OBSI's quality, innovation and change management activities.
• Collaborating with OBSI's Sr. Manager of Information Technology and Human Resources Manager to coordinate the development and improvement of tools, processes, procedures and guidance to maximize productivity and efficiency and achieve organizational objectives.
• Managing OBSI's knowledge assets:
• Leading or overseeing the development of and updates to OBSI's case assessment and investigation related policies and procedures, consulting with stakeholders as appropriate and delivering training to staff.
• Cataloging policies, procedures and corporate information and making it easy to search for and access information in the corporate knowledge base.
• Effectively capturing new or emerging fields of knowledge, including developing and maintaining appropriate precedent documents where appropriate.
• Directing and/or managing knowledge management projects required to ensure that all OBSI personnel can access accurate and relevant information in a timely, efficient and effective manner that supports their productivity.
• Directing OBSI's knowledge sharing and transfer initiatives which may include participating in the development of internal information sharing and communication processes and platforms in collaboration with the Information Technology Team.

Key Qualifications, Abilities, and Skills

• Significant leadership experience in knowledge management, project management or related fields.
• Superior analytical problem-solving skills.
• Sound judgment and decisiveness.
• Superior professional communication and presentation skills
• Superior interpersonal skills.
• Demonstrated ability to effectively prioritize complex tasks and to successfully manage multiple simultaneous projects under pressure.
• Strategic and forward-thinking approach to leadership, coaching, organizational and team development.
• Strong knowledge of banking and investment industry products, services, industry practices, policies, legislation and regulation.
• Thorough knowledge of OBSI mandate and operational environment.

Education and Other Training:

• Strong proficiency in Microsoft SharePoint, Dynamics CRM and the Microsoft Office suite of programs, as well as a demonstrated commitment to maximizing productivity through information technology and an aptitude for understanding and adapting to new technologies.

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. If you require special assistance or accommodation, please contact Human Resources at hr@obsi.ca.