Senior Manager, Complaints and Risk Assessment

Senior Manager, Complaints and Risk Assessment page is loaded Senior Manager, Complaints and Risk Assessment Apply locations Toronto, ON time type Full time posted on Posted 5 Days Ago job requisition id R001568

At FSRA, our vision is to ensure financial safety, fairness, and choice for Ontarians. As a financial services regulator, we’re passionate about protecting consumers. Our principles-based approach means we can quickly and effectively respond to the changing needs of consumers and the industry.
 

Our team combines industry expertise with commitment to public service. We attract individuals who are interested in meaningful work and who measure success through outcomes, not inputs.
 

At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched  defined benefit pension plan , comprehensive and competitive benefits plan, a hybrid work model and flexible work arrangements. We prioritise learning and development, wellbeing, diversity, equity, inclusion and belonging, and community giving.
 

Join FSRA and help us shape the future of regulation for generations to come

Job Description:

*We have 2 positions available, 6-month and 12-month term*

PURPOSE OF POSITION

Accountable for managing the delivery of the Complaints and Risk Assessment Unit programs and services, responsible for the delivery of a one-window response service for complex consumer and licensee inquiries, complaints and allegations of unfair business practices, fraud and negligence against financial institutions and intermediaries, businesses or individuals across all sectors, in support of overall Market Conduct  strategies. 

KEY RESPONSIBILITIES

• Manages the delivery of Complaints and Risk Assessment Unit programs and services, ensuring consistency with overall department performance measures, standards, and best practices and integration with overall FSRA directions.
• As part of the management team, supports FSRA leadership in formulating strategy and developing tactics and provides leadership in executing programs or services to deliver on strategy and tactics. 
• Oversees the implementation of Complaints and Risk Assessment Unit programs, services and work areas, including operational processes and procedures to meet the overall operational plans and priorities of the Licensing and Risk Assessment Department.
• Plans, manages and leads the development, implementation and oversight of new and improved customer service and case management standards, operational policies, guidelines and protocols to ensure the strategic management of the intake, risk assessment and resolution of inquiries or complaints and subsequent recommendations for regulatory action for enforcement of FSRA’s legislative requirements. 
• Provides program/service expertise and advice to FSRA management and staff in response to operational or program issues impacting the achievement of department or function directions; providing evidence-based recommendations for problem resolution and improvement to methods to deliver programs or services.
• Works with colleagues in Market Conduct, Legal and Enforcement, Policy, Public Affairs and the Office of the Consumer on strategies and processes that lead to regulatory outcomes, policy input, and communications which are aligned with strategic industry and consumer-based outcomes.
• Manages the unit and its staff to support an environment and culture of service excellence which respects diversity, encourages all employees to work together to achieve results and contribute to a healthy, rewarding and productive working environment where personal and team accountability are key to meeting the mandate of FRSA. Accountable for building a strong team including: hiring, orienting, training and coaching of staff, determination of performance standards, conduct of performance reviews and management of performance and employee relations matters. 
• Works with the Head in operational planning, development and reporting on performance metrics, program effectiveness, risks and impacts related to unit, section and department matters. Recommends approval of financial transactions to the Head. 
• Supports critical change and a new collaborative, forward thinking culture within the unit, and works with others to achieve this across the section or department. 
• Promotes and supports the implementation of innovation and continuous improvement throughout the unit and section or department. 
• Leads and/or participates on projects within the section, department to represent the unit’s interests in program or service decision making.
• Develops and manages relationships and consultation with stakeholders impacted by unit programs and operations to discuss and clarify program or service-related issues and needs
• Works in collaboration with colleagues on section department priorities for FSRA.

QUALIFICATIONS

Education and Experience

• Degree in accounting, finance, commerce, law, business administration, public policy or a comparable field.
• 6 – 8 years’ experience in planning and managing the delivery of compliance, risk management, dispute resolution services in a client centric operational, regulatory or related environment 
• Knowledge of, and experience in one of FSRA’s regulated sectors including insurance, mortgage brokering, credit unions, loan and trust. 

Knowledge and Skills

• Skills and ability to manage and champion change for a new organizational culture and vision and to plan and manage the implementation of a new government initiative.
• Proven skills to lead stakeholder relationships with a range of stakeholders 
• Management skills to manage staff and operations and consumer escalations.

Job Posting End Date:

Job postings close at 11:59pm on the date noted.

Employment Type:

Scheduled Weekly Hours:

FSRA is committed to ensuring equity in employment. Our goal is to create a diverse, inclusive workforce that reflects the communities we serve and to ensure our services and communications are accessible to all individuals. Accommodation is available under the Ontario Human Rights Code.

NOTE: ONLY QUALIFIED CANDIDATES WILL BE CONSIDERED

The Financial Services Regulatory Authority of Ontario (FSRA) is a dynamic, innovative, independent and self-funded regulator of financial services and pensions. The organization promotes strong financial services and pension sectors while protecting the public interest. FSRA has responsibility for regulating property and casualty insurance (including auto insurance rates); life and health insurance; credit unions and caisses populaires; loan and trust companies; mortgage brokers; health service providers (related to auto insurance); and pension plans. We are building an agile, forward-thinking and collaborative culture, and FSRA is committed to encouraging innovation and competition, and promoting market integrity and stability. Joining FSRA is an exciting opportunity to help shape the regulator of the future.