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Manager, Inquiries and Contact Centre

June 14 2021
Industries Public administration
Categories Production, Operations, Quality, Safety, Customer Service, Call Centres, Management, Consulting, Call Center manager, Functional Business Analyst, Business Systems Analyst, Business Process Analyst, Enterprise Business Analyst
Toronto, ON

Regulatory Strategy and Research Branch

Full-time, Permanent

File  #21-37

Who We Are

The Ontario Securities Commission (OSC) is the statutory body responsible for regulating Ontario's capital markets in accordance with the mandate established in the provincial Securities Act and the Commodity Futures Act. The mandate of the OSC is to provide protection to investors from unfair, improper or fraudulent practices, to foster fair, efficient and competitive capital markets and confidence in the capital markets, to foster capital formation, and to contribute to the stability of the financial system and the reduction of systemic risk. This mandate is performed through policy, operational, adjudication and enforcement work. The OSC also contributes to national and global securities regulation development.

What We Do

The Regulatory Strategy and Research (RSR) Branch supports the Commission in achieving its mandate and goals by identifying the economic implications of policy proposals; providing evidence-based analysis in support of the organization's priorities; and identifying and assessing developments in financial markets.

The Opportunity

The Inquiries and Contact Centre (ICC) is an important public face of the OSC and provides a key first point of contact at the OSC for investors and market participants. The ICC is responsible for the receipt of inquiries and complaints, and the effective resolution of those contacts or their referral to other operational branches of the OSC.

The Manager provides high-quality leadership to the ICC, including:

  • establishing and monitoring policies and procedures for contact handling;
  • ensuring consistent, high-quality customer service is provided to market participants and investors and that the OSC delivers on its service commitments;
  • continual enhancement of processes, identifying and monitoring emerging trends as well as providing effective reporting to OSC branch management and executives;
  • managing projects and acting as key liaison with other branches within the OSC.

This position reports to the Director of the Regulatory Strategy and Research Branch.

Key Responsibilities


  • Provide strategic direction and leadership to the ICC
  • Demonstrate a strong vision for the role of the ICC within the OSC
  • Enhance the visibility, and awareness of the ICC, including delivering value to both internal and external stakeholders
  • Drive enhancements to intelligence gathering and reporting to inform OSC operational programs and risk management
  • Act as project manager and subject matter expert in relation to process and systems enhancement initiatives
  • Keep abreast of regulatory developments that may affect ICC operations and ensure those developments are communicated to staff and considered as part of ICC workflow

People and Skills Development

  • Manage a team of professionals, including recruiting, setting goals and evaluating staff performance
  • Motivate individual and team performance, and knowledge sharing, interpret organizational direction, measure performance, and diagnose improvement/development needs
  • Provide ongoing coaching and identify opportunities to enhance employee skillsets

Service Delivery and Process Management

  • Drive effective contact-handling processes and ensure those processes are supported by telephony and IT infrastructure
  • Ensure service standards for responsiveness and contact handling are appropriate, measured and reported regularly
  • Manage key relationships with technology supplier(s) and the OSC information systems team as it relates to supporting infrastructure
  • Ensure ICC consults regularly with other OSC branches to sustain high-quality, consistent responses to stakeholder contacts
  • Continuously strive to automate resource-intensive processes related to data input/collection and validation to further streamline the operations and optimize the production and delivery of analysis and information
  • Ensure the continued development and maintenance of internal reference materials and templates/precedents used by the ICC

Reporting and Analytics

  • Proactively share ICC-related knowledge and insights with OSC operating branches, contributing to the timely and effective identification of risks and emerging issues
  • Establish data- and evidence-driven recommendations to reduce operational risk, and identify emerging issues and trends
  • Lead the development and implementation of operational benchmarks and reporting to continually evaluate and improve contact centre operations
  • Prepare operational reports, presentations, and other key documents for regulatory branches, the executive management team, and OSC committees

You Have:

  • Motivation to be a "champion" for the OSC's mandate and the role of the Inquiries and Contact Centre
  • Undergraduate degree, preferably in Business; MBA would be considered an asset
  • 10+ years of combined relevant experience and management experience in the financial sector or a regulatory environment
  • Demonstrated ability to think strategically, and successfully lead and motivate a business unit
  • Knowledge of contact centre telephony and customer relationship management systems would be an asset
  • Superior and demonstrated customer experience and service skills
  • Demonstrated experience in operational effectiveness and efficiency, performance management, and conflict and problem-solving skills (i.e. to resolve complex industry/investor-related issues)
  • Proven experience with preparing operational quantitative and qualitative reports and presenting to audiences at all levels of the organization
  • Excellent communication skills and strong ability to communicate with external stakeholders and exercise a high degree of sensitivity
  • Bilingualism (French/English) and completion of the Canadian Securities Course would be assets

Grow your career and make a difference working at the OSC!

Apply online ("> by Wednesday, July 7, 2021, at 11:59 pm EST.

We thank all applicants for their interest in the Ontario Securities Commission. We will contact those selected for an interview.

The OSC is committed to diversity and providing an inclusive workplace. It is our priority to ensure employment opportunities are visible and barrier-free to all under-represented groups, including, but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ2S community, to achieve an employee demographic profile reflective of the demographic profile of Ontarians.

The OSC is a proud partner with the following organizations: BlackNorth Initiative, Canadian Centre for Diversity and Inclusion, and Pride at Work Canada.


If you require an accommodation during the recruitment process, please let us know by contacting our confidential inbox Visit Accessibility at the OSC to review the OSC's policies on accessibility and accommodation in the workplace. network