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Job Title: Asst. Manager, Complaints & Compliance ( ID: O4963 )
Career Category: Legal, Management, Regulatory, Regulatory
Posted Date: 2017-09-06
Location: Toronto, Ontario
This is an exciting opportunity for an Assistant Manager, Complaints & Compliance at a large organization that offers great work life balance.

The Assistant Manager, Complaints & Compliance reports to the Manager, Complaints & Compliance and oversees staff in the intake, screening and routing of complaints, as well as the resolution of certain categories of complaints, and the disposition of complaints that fall outside the jurisdiction of the organization. This Assistant Manager provides guidance and support to staff administering licensee and non-licensee requirements relating to mobility permits and licensing applications, foreign consultant permits, and multi-discipline partnerships and affiliations. In addition, the Assistant Manager acts as a legal resource to all staff in the Complaints & Compliance department, and in the Client Service Centre, to assist in providing quality service to all clients re: regulations in Ontario.


• Together with the Manager, Complaints & Compliance, formulates procedures and criteria for the screening and routing of complaints to the appropriate persons, departments or other organization.

• Working closely with the Manager, oversees the initial evaluation, screening, routing, and disposition of a large number of complaints and applications received.

• Hires, trains, develops and evaluates employees accountable to the Assistant Manager in accordance with the organization’s policies and Human Resources best practices. Oversees the coordination of work assignments to staff in Complaints & Compliance and together with the Manager, Complaints & Compliance, ensures that results are timely and consistent with service standards.

• Promotes a team environment by role modeling leadership behaviour, empowering employees and building team capacity.

• Assists the Manager in developing and monitoring the operating budget.

• Together with the Manager, Complaints & Compliance, establishes processes/vehicles for ongoing guidance and knowledge transfer, evaluates processes, and facilitates ongoing learning on various legal subjects to employees through the development of training programs and procedures.

• In collaboration with the Manager, Complaints & Compliance, identifies emerging issues related to department processes.

• Acts as a specialized expert in Complaints & Compliance ensuring a consistent, timely and efficient approach to evaluation, routing, resolution and disposition of complaints, applications, and inquiries, and ensures an appropriate escalation of issues for the attention of the Manager.

• Works closely with the Manager, Complaints & Compliance and other managers and specialists, and with representatives of other departments and divisions of the organization to ensure quality in the delivery of services. Maintains current knowledge of the organization’s regulatory procedures.


The ideal candidate will have:

• An LLB or JD degree.

• A minimum of 7 to 10 years legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice, in order to provide broad legal expertise and perspective to the Complaints & Compliance team and the Client Service Centre.

• Up to 5 years of experience should be in a leadership role, providing guidance and mentorship, and contributing to human resources decisions regarding professional and support staff.

• Customer service experience is preferred.

• Knowledge of the organization, including organizational structure, services, mandate, rules, regulations, by-laws and its complaints process.

• Solid legal knowledge with respect to civil litigation, business associations, family, criminal, real estate, estates, corporate or other areas of practice.

• Knowledge of current trends and developments in the legal profession and their practical application.

• Solid understanding of best practices with respect to employee relations, client service management processes, process design and financial/accounting resources.

• Current awareness and training in alternative dispute resolution.

• Superior analytical skills to interpret and reason through complex information.

• Expressive and persuasive in both spoken and written language for individual and / or group situations.

• Ability to work in a team environment and ability to work autonomously to make decisions re: complaints and applications.

• The requirement to demonstrate an attitude that consistently strives to improve a standard of excellence for one’s self and for the benefit of the organization, its licensees and stakeholders.

• Strong problem solving skills and the ability to make decisions in the best interests of the organization.

• The requirement to work towards and embrace change in the workplace.

• Ability to handle competing priorities with tight deadlines.

• Ability to be detail oriented and adhere to proper procedure.

This is an exciting opportunity for an Assistant Manager, Complaints & Compliance at a leading organization.

For more information about this exciting position, please send us your details.

We thank all applicants, however, only those selected for an interview will be contacted.



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