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: Advisor, Knowledge Management

Reporting to: Manager, Knowledge Management

Direct reports: None

Vacancy: New vacancy

Salary Range: $80,000-115,000 per annum

Workplace Type: Hybrid arrangement with 2 days per week in office. The OBSI office is located in downtown Toronto.

Description:

The Advisor, Knowledge Management supports the management, organization, and accessibility of OBSI’s knowledge assets. They support information management by improving how information is organized and implement technology tools to track and manage content The Advisor supports knowledge management through development of resources and training related to banking and investment products and complaint reviews from intake to investigations. The Advisor employs a collaborative and continuous improvement mindset and approach to their work. Reporting to the Manager, Knowledge Management, the Advisor works collaboratively with Human Resources, Information Technology, and operational teams.

DUTIES AND RESPONSIBILITIES

MANAGING AND MAINTAINING KNOWLEDGE ASSETS

• Manage, maintain and improve the current centralized content management system (M365/SharePoint)
• Continue to develop the Knowledge Management framework for organizing, classifying, and indexing information assets across the information lifecycle
• Assist in developing a plan for content updates and maintenance to improve accessibility to accurate and relevant information across the organization
• Help to modernize the information management program through enabling effective use of information through a sound information architecture and utilizing a technology‑enabled solution to manage content inventories

SUPPORTING KNOWLEDGE SHARING AND TRAINING

• Maintain and update guidance notes and job aids on banking and investment products, case assessment procedures, and investigation-related policies and procedures, in consultation with stakeholders
• Develop new guidance and reference materials where needed along with associated training materials when assigned by Manager
• Uphold standards when updating resources for content quality, consistency and completeness across all reference materials
• Identify and capture new or emerging knowledge areas and support the development and maintenance of precedent materials
• Partner with internal subject matter experts to gather required information for guidance notes and ensure timely completion from initial concept to final delivery
• Support the Manager in the delivery of onboarding and orientation training for new staff
• Contribute to the development and delivery of training for existing staff
• Apply continuous improvement practices by identifying opportunities to enhance training and knowledge-sharing approaches

CONTRIBUTING TO ORGANIZATIONAL KNOWLEDGE MANAGEMENT RELATED INITIATIVES

• Support knowledge sharing initiatives and projects in collaboration with the Information Technology team
• Collaborate with colleagues across teams to support knowledge-related initiatives and operational effectiveness
• Stay informed about industry trends, regulatory developments, and internal practices relevant to OBSI’s work
• Design effective communications, job aids and other materials and publish in a variety of channels to support greater engagement
• Participate in special projects and other duties as assigned

KEY QUALIFICATIONS, ABILITIES, AND SKILLS

• 5+ years in a similar Knowledge Management focused role

• Strong skills in information management practices, content organization, and the use of digital tools to track, manage, and optimize accessibility of information

• Excellent written and oral communication skills, with the ability to present information clearly and concisely

• Ability to draft strong policies and procedures by translating complex technical concepts into clear, concise and user-friendly content 

• Strong knowledge of banking and investment products, services, and regulatory environment or similar regulated industries

• Strong knowledge of OBSI’s mandate and operational environment

• Strong analytical and problem-solving skills, including the ability to assess information and identify practical solutions 

• Sound judgment and ability to work independently on assigned tasks, seeking guidance where appropriate 

• Strong interpersonal skills in collaborating with colleagues to influence change to support successful outcomes 

• Strong attention to detail with an ability to manage multiple priorities and meet deadlines in a fast-paced environment

• Prior training experience, change management and/or project management experience an asset

EDUCATION AND OTHER TRAINING:

• Education or training in knowledge management, library and information science, legal, compliance, or technical writing disciplines is an asset
• Knowledge of training development, skills-building programs, or staff engagement strategies
• Proficient in Microsoft 365 environment (SharePoint, Teams, Word, Excel, PowerPoint)
• Demonstrated commitment to maximizing productivity through information technology including AI, and an aptitude for understanding and adapting to new technologies