Specialist PM Compliance - OBSI Manager

Final date to receive applications:07/01/2026

Address:

VIRTUAL
59 - REMOTE/TELETRAVAIL - ON - BMOJob Family Group:

Customer Shared Services Role Summary The Manager, OBSI is accountable for leading and overseeing the management of complaints escalated to the Ombudsman for Banking Services and Investments (OBSI), ensuring fair, consistent, and timely resolution in alignment with regulatory expectations and BMO’s complaint handling framework.

This role serves as a primary interface with OBSI and is responsible for managing the end-to-end OBSI relationship, including case strategy, negotiation, escalation, and resolution. Operating in a highly regulated environment, the Manager ensures strong governance, mitigates regulatory and reputational risk, and drives consistent, defensible outcomes.

The role leads a team, providing direction, coaching, and oversight while delivering insights to improve complaint handling practices, policies, and customer experience outcomes. The Manager collaborates across business lines and specialized functions (e.g., Legal, Privacy, Media) to resolve complex and high-risk matters and acts as a trusted advisor on OBSI-related issues.

Key AccountabilitiesOBSI Relationship Ownership Acts as senior liaison with OBSI, accountable for the effectiveness and integrity of the External Complaints Body (ECB) relationship.

Leads OBSI-related interactions, escalations, and negotiations, representing BMO in complex and high-risk matters.

Serves as the prime subject matter expert on OBSI processes, expectations, and regulatory implications.

Leadership, Oversight & Case Direction Leads and is accountable for the triage, prioritization, and assignment of OBSI cases, ensuring alignment of resources to complexity and risk.

Oversees the management of complex, high-risk, and contentious cases, ensuring investigations are rigorous, objective, and consistent.

Accountable for team output, quality, and timeliness, ensuring adherence to internal standards and regulatory expectations.

Risk Management & Escalation Proactively identifies, assesses, and escalates urgent, sensitive, systemic, and reputational risks.

Maintains accountability for overall risk exposure across OBSI matters, ensuring appropriate governance and escalation.

Ensures compliance with regulatory requirements, internal policies, and risk frameworks.

Investigation Oversight & Decisioning Oversees and challenges the review and analysis of evidence, documentation, and regulatory requirements to ensure completeness and accuracy.

Ensures findings, recommendations, and outcomes are well-supported, consistent, and defensible.

Provides direction and decision support on complex case strategies and outcomes.

Resolution Strategy & Negotiation Leads development and approval of resolution strategies and settlement recommendations, balancing customer fairness and BMO’s risk appetite.

Negotiates directly with OBSI and internal stakeholders to achieve effective and timely resolutions.

Ensures consistency and sound judgment in decision-making and settlement outcomes.

Communication & External Response Oversees the development of clear, concise, and well-reasoned responses to OBSI and customers.

Ensures communications reflect appropriate tone, regulatory awareness, and risk positioning, particularly for high-risk matters.

Continuous Improvement & Insights Identifies and drives enhancements to complaint handling practices, policies, and processes based on OBSI findings and trends.

Breaks down complex issues and analyzes data and trends to provide recommendations to senior management.

Monitors and tracks team performance and case outcomes, addressing issues and driving improvements.

Coordinates the management of OBSI and complaint-related databases, ensuring compliance with data governance standards.

Support and execute on any short/long-term compliance, audit, projects and initiatives (e.g., Regulatory/Audit Remediation) that impacts business units, as required.

Participates in ad hoc projects and initiatives that require CRO engagement. Supports digital transformation and automation projects.

Supports quality assurance and other CRO operational activities.

People Leadership & Capability Development Leads, coaches, and develops team members, strengthening OBSI expertise and investigative capability.

Identifies knowledge gaps and performance improvement opportunities, implementing targeted development strategies.

Owns onboarding, training, and ongoing coaching, ensuring consistent application of standards.

Reviews and challenges work to maintain quality, consistency, and defensibility of outputs.

Stakeholder Management & Collaboration Builds and maintains strong relationships with internal and external stakeholders, including OBSI.Collaborates with specialized partners (Legal, Privacy, Media, Compliance) to develop integrated, customer-focused solutions for high-risk and contentious cases.

Acts as a trusted advisor, providing insights on OBSI expectations, risk implications, and complaint…