Job Description
Application Deadline: 07/01/2026 Address: VIRTUAL59 - REMOTE/TELETRAVAIL - ON - BMO Job 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 Accountabilities OBSI 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 expecta
