Assistant Vice President Complaints Officer
3 weeks ago
Assistant Vice President Complaints Officer Permanent Full Time Assistant Vice-President, Complaints Officer We are looking for an Assistant Vice-President, Complaints Officer to lead the Canada complaints office, driving excellence in customer experience, operational effectiveness, and regulatory compliance. This role shapes and executes our complaints strategy, collaborating with business leaders to ensure fair, timely, and transparent resolution of client complaints. What You Will Do Strategic Leadership Responsible for design and implementation of the complaints handling framework. Lead the development and governance of policies, escalation protocols, and root cause analysis for complaints. Champion a culture of fair treatment, transparency, and continuous improvement in complaint resolution. Stakeholder Engagement & Training Partner with business areas to promote complaint awareness and support training on best practices. Facilitate cross‑functional collaboration to improve customer outcomes and reduce recurrence. Data Analysis & Reporting Oversee the collection, classification, and analysis of complaint data to identify systemic issues, risks, and emerging trends. Deliver executive‑level reporting, dashboards, and presentations to senior management and regulatory bodies. Utilise advanced analytics to generate actionable insights and support risk committee updates. Continuous Improvement & Quality Assurance Implement and monitor quality assurance measures across the complaints process. Recommend and drive strategic enhancements to the complaints management lifecycle. Establish metrics to measure effectiveness and efficiency, using insights to drive ongoing improvement. Regulatory Compliance Oversight Act as the primary contact for regulators regarding complaints. Review and update internal policies to ensure ongoing compliance with regulatory requirements. Consult with legal counsel on matters with potential litigation, regulatory, or reputational risk. Liaise with Market Conduct Investigations and the Chief Privacy Officer on complaints of advisor misconduct and privacy breaches. What You Will Bring Strong leadership and coaching skills. Proven ability to lead cross‑functional teams and influence senior stakeholders. Ability to manage multiple priorities and perform under deadlines. Minimum 8 years’ leadership experience in complaints management within financial services. Strong regulatory acumen, with knowledge of Canadian complaints regulations (FCAC, OSFI, etc.). Advanced analytical and critical thinking skills, with expertise in data analysis and reporting. Customer‑centric mindset, committed to fair and timely resolution of complaints. Exceptional written and verbal communication skills, including experience preparing regulatory submissions and executive materials. Bilingual in English and French desirable. University degree in Law, Business, Risk Management, Compliance, or equivalent desirable. The base salary for this position is between $110,000 and $205,500 . This represents base salary only and does not include other variable compensation components. If selected, recruiters will discuss further details of the total rewards program. Career opportunities will be open a minimum of 5 business days from the date of posting; applications are reviewed on a rolling basis. Job Details Seniority level: Not applicable Employment type: Full‑time Job function: Other Industry: Financial Services and Insurance Apply today and bring your expertise to Canada Life. #J-18808-Ljbffr
-
Assistant Vice President Complaints Officer
3 weeks ago
Toronto, Canada Canada Life Full timeAssistant Vice President Complaints Officer Permanent Full Time Assistant Vice-President, Complaints Officer We are looking for an Assistant Vice-President, Complaints Officer to lead the Canada complaints office, driving excellence in customer experience, operational effectiveness, and regulatory compliance. This role shapes and executes our complaints...
-
Assistant Vice President Complaints Officer
3 weeks ago
Toronto, Canada Canada Life Full timeAssistant Vice President Complaints Officer Permanent Full Time Assistant Vice-President, Complaints Officer We are looking for an Assistant Vice-President, Complaints Officer to lead the Canada complaints office, driving excellence in customer experience, operational effectiveness, and regulatory compliance. This role shapes and executes our complaints...
-
Assistant Vice President Complaints Officer
4 days ago
Toronto, Ontario, Canada The Canada Life Assurance Company Full time $110,000 - $205,500Permanent Full Time -Assistant Vice-President, Complaints OfficerWe are looking for an Assistant Vice-President, Complaints Officer to lead the Canada complaints office, driving excellence in customer experience, operational effectiveness, and regulatory compliance.This role is pivotal in shaping and executing our complaints strategy, collaborating with...
-
Assistant Vice President Complaints Officer
4 days ago
Toronto, Ontario, Canada Canada Life Full timePermanent Full TimeAssistant Vice-President, Complaints OfficerWe are looking for anAssistant Vice-President, Complaints Officerto lead the Canada complaints office, driving excellence in customer experience, operational effectiveness, and regulatory compliance.This role is pivotal in shaping and executing our complaints strategy, collaborating with business...
-
Executive Assistant to Vice Presidents
2 weeks ago
Toronto, Canada North York General Hospital Full time**Company Bio** IMAGINE a hospital where everyone is committed to excellence. We did. We are. From boardroom to bedside, we go above and beyond to offer the best and safest patient care. At North York General Hospital (NYGH), we put our patients first in everything we do. We are achieving a new standard of excellence in integrated patient-centered care and...
-
Toronto, Canada OCAD University Full timeReporting to the Manager, Academic Initiatives, Governance & Quality Assurance, the Executive Assistant, Office of the Vice-President, Academic & Provost (VPAP) is responsible for the provision of courteous, high standard and executive-level administrative support for the Vice-President, Academic & Provost and general administration in the Office of the...
-
Executive Assistant, Executive Vice President
2 weeks ago
Greater Toronto Area, Canada Humber River Health Full timePosition Profile: **Humber River Health. Lighting New Ways In Healthcare.** Since opening our doors in 2015 as North America’s first fully digital hospital and we remain unwavering in our belief that we can change the hospital where we work, the community where we live, and the world of healthcare beyond our borders. Serving a community of 850,000...
-
AVP, Complaints Strategy
3 weeks ago
Toronto, Canada Canada Life Full timeA leading financial services company is seeking an Assistant Vice-President, Complaints Officer, to lead their complaints office. This role focuses on driving excellence in customer experience and regulatory compliance, overseeing a framework for complaints handling, and ensuring fair resolution. The ideal candidate will have a strong leadership background...
-
AVP, Complaints Strategy
3 weeks ago
Toronto, Canada Canada Life Full timeA leading financial services company is seeking an Assistant Vice-President, Complaints Officer, to lead their complaints office. This role focuses on driving excellence in customer experience and regulatory compliance, overseeing a framework for complaints handling, and ensuring fair resolution. The ideal candidate will have a strong leadership background...
-
AVP, Complaints Strategy
3 weeks ago
Toronto, Canada Canada Life Full timeA leading financial services company is seeking an Assistant Vice-President, Complaints Officer, to lead their complaints office. This role focuses on driving excellence in customer experience and regulatory compliance, overseeing a framework for complaints handling, and ensuring fair resolution. The ideal candidate will have a strong leadership background...
