Manager, Compliance and Complaints

1 week ago

Toronto, Ontario, Canada CMRAO Full time

Company Overview:


The Condominium Management Regulatory Authority of Ontario (CMRAO) began operations on November 1, 2017 to provide stronger consumer protection for Ontarians living and investing in condominiums.

Through effective regulation, the CMRAO strengthens the condominium management profession and helps to protect consumers in Ontario's complex and rapidly growing condominium sector.

The CMRAO is the regulatory body that sets standards and enforces the mandatory licensing of condominium managers and condominium management provider businesses.


Position Overview


Reporting to the Deputy Registrar the Manager, Compliance and Complaints will provide leadership to the Compliance and Complaints team to ensure its smooth operation by reviewing case files, monitoring and enforcing timelines, drafting or reviewing decisions and correspondence and conducting timely reviews of complaints to assess and recommend compliance options in accordance with the Condominium Management Services Act, 2015 (the Act) and its regulations, including analysis of evidence and making recommendations for further action and/or escalation within established service standards.


Key Responsibilities

  • Manages the operations of the Compliance and Complaints team and ensures connections with other units/departments where there are interdependencies to achieve operational goals and CMRAO's mandate.
  • Manages staff, monitoring work assignments for adherence to timelines and the achievement of performance objectives and learning objectives
  • Ensures that the CMRAO complaints and compliance programs are delivered at a high level by the Compliance Officers.
  • Responds to escalated general enquiries and concerns about the compliance and complaints processes.
  • Monitors service levels and propose solutions to address delays and bottlenecks in processing complaints
  • Creates and presents reports to senior management based on data collected from the case management system
  • Examines changes to the legal and regulatory environment, considers proposed changes to compliance processes and adapts compliance processes to meet changing requirements.
  • Participates in stakeholder events and collaborates with internal teams to develop resources to ensure stakeholders are knowledgeable about the compliance process.

Education, Experience and Skills

  • Completion of a university degree in areas such as law, policy, or business
- or a combination of education, training and experience deemed equivalent.

  • A minimum of five (5) years of progressive experience related to complaints and compliance activities.
  • A minimum of three (3) years of experience leading teams.
  • Knowledge of the Condominium Management Services Act, 2015 and the Condominium Act, an asset
  • Sound knowledge of consumer protection issues
  • Demonstrated problemsolving, dispute resolution and negotiation skills to address and manage complaints
  • Project management skills to provide direction on complaints and compliance activities
  • Capacity to prioritize and multitask in a fastpaced environment to meet goals.
  • Effective facilitation, negotiation and conflict resolution abilities to develop optimal solutions that meet the needs of the organization
  • Strong interpersonal and communication skills to engage consumers, licensees and other stakeholders about compliance issues and process requirements and resolve issues.

Working Conditions


The CMRAO operates in a hybrid environment where staff are required to work from the office two days per week.


The CMRAO offers a competitive compensation package including vacation, flex days, health benefits and a retirement savings plan with matching contributions.

The CMRAO is a Best Place to Work certified company since 2019.

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