Manager, Compliance And Complaints

Description:

The Manager, Compliance and Complaints is an experienced leader/manager responsible foremost for the efficient and effective operational management of the compliance and complaints departments and program. The Manager Compliance and Complaints is a pro-active manager who interprets legislation and regulations as they apply to registration policies and procedures and consideration to the administration and enforcement of the Act and Regulation. This individual provides management with expert and timely advice on all matters relating to compliance and complaints, including enhancements to the underlying systems and processes. The manager oversees and leads the compliance and complaints teams through recruitment, supervision, training and performance management. The Manager reflects a can-do attitude, embraces change and is flexible with new challenges. This role sets and monitors compliance with performance standards which balance due diligence, attention to detail and strong customer service.

Duties and responsibilities

- Key resource to management on all compliance and complaint matters;
- Lead and manage the operations of the Compliance and Complaints Departments;
- Interface with stakeholders on compliance and complaint matters, including problems and engaging in conflict resolution;
- Manages efficient workflow and application of processes and procedures amongst the compliance and complaints teams including an effective escalation process of compliance issues to the Registrar.
- Develops and implements policies and procedures and innovative solutions to improve effectiveness and efficiency of the departments;
- Interpret and apply existing legislation in a fair and accurate manner and ensure compliance to policies and procedures and the Act and Regulation.
- Implement high customer service standards both internally, with registrants, consumers and other stakeholders through leading by example;
- Respond to registrant and/or consumer issues and/or customer service matters on a timely basis;
- Review and/or process complex and/or problem files and bring to the attention of the Registrar issues of concern;
- Prepare and analyze performance metrics and identify trends, problem areas and take appropriate action;
- Bring to the attention of the Registrar any concerning trends, issues and/or developing problems and/or risks to the organization and/or stakeholders.
- Identify and collaborate with Management and IT to enhance systems with a focus on enhancing efficiencies to TICO’s customer service and service delivery;
- Collaborate with Management on future regulatory changes and lead implementation of changes in a transparent, efficient and effective manner;
- Serve as a coach and motivator, including performance management, to help the compliance and complaints teams grow and develop;
- Other duties and special projects as needed.