Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist PM Compliance - OBSI Manager based in Canada.
This role plays a critical part in strengthening fair client outcomes and ensuring regulatory integrity across complex banking operations. You will be responsible for overseeing the end-to-end handling of escalated and unresolved customer complaints, ensuring they are investigated, assessed, and resolved in a balanced and compliant manner. Acting as a key decision-maker and subject matter expert, you will help interpret regulatory expectations, manage reputational risk, and ensure appropriate governance standards are upheld. The position requires close collaboration with legal, compliance, and business teams to deliver consistent and fair resolutions while continuously improving processes. You will also contribute to shaping risk-aware culture, influencing business practices, and identifying systemic issues to prevent future complaints. This is a highly visible role that blends analytical rigor, stakeholder management, and customer advocacy within a regulated financial environment.
Accountabilities
- Manage the end-to-end review and resolution of complex, escalated, or unresolved customer complaints, ensuring fair outcomes aligned with regulatory and organizational standards.
- Act as a subject matter expert on complaint management, risk, and compliance, providing guidance on policies, procedures, and regulatory requirements.
- Analyze complaint trends, identify systemic issues, and recommend process or policy improvements to enhance customer experience and reduce recurrence.
- Collaborate with internal stakeholders such as legal, compliance, and business units to assess high-risk cases and develop integrated resolution strategies.
- Prepare detailed case documentation, formal responses, and reporting materials while ensuring accuracy, consistency, and regulatory compliance.
- Monitor adherence to internal controls and regulatory obligations, including privacy, fraud prevention, and AML requirements.
Requirements
The ideal candidate brings 6–7 years of relevant experience in compliance, risk management, complaint resolution, or financial services operations, supported by post-secondary education or equivalent experience. You possess deep knowledge of banking products, customer service frameworks, and regulatory environments, with strong familiarity in retail and small business credit products considered an asset. You demonstrate advanced analytical, investigative, and problem-solving abilities, with the capacity to interpret complex data and draw actionable insights. Strong communication and negotiation skills are essential, along with the ability to influence stakeholders and manage sensitive discussions. You are highly organized, detail-oriented, and comfortable working independently in ambiguous or high-pressure situations. A strong understanding of compliance principles, data-driven decision-making, and collaborative teamwork is essential.
Benefits
- Competitive salary range with performance-based compensation opportunities
- Comprehensive health, dental, and vision insurance coverage
- Retirement savings and pension plans
- Tuition reimbursement and continuous learning support
- Paid training, coaching, and professional development opportunities
- Inclusive and collaborative work environment focused on equity and respect
- Access to employee wellness, financial, and support programs
- Flexible remote work arrangements depending on role requirements
Your email job alert is now active!
