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Job Title: Manager, Complaints & Compliance ( ID: O3214 )
Career Category: Compliance, Legal, Management
Posted Date: 2018-01-17
Location: Toronto, Ontario
This is an excellent opportunity for a Manager, Complaints & Compliance to work at a large and well established organization and manage a team of lawyers, law clerks and administrators to ensure the efficient screening and resolution of complaints. This position reports to the Senior Manager. The Manager will work with others in the team to develop, improve and implement policies, processes and procedures related to Complaints & Compliance. This Manager will act as Counsel to other departments as required, ensuring quality service to all clients.


• Formulate the procedures and criteria for the screening, resolution and routing of complaints to the appropriate people, departments or other organizations.
• Liaise with Managers and other senior staff to develop policies for the appropriate management and disposition of complaint files.
• Oversee the work processes in the department and ensure compliance with all applicable by-laws and other authority.
• Contribute to the ongoing development, improvement and implementation of policy, process and procedures to ensure that recommended process and procedural changes are legally sound.
• Establish policies and procedures and monitor the performance of staff and systems related to the areas of responsibility.
• Develop and oversee processes for initial review and processing related to complaints.
• Provide discernment and decision‑making based on legal expertise to determine the appropriate response to complex complaints requiring the attention of the Manager.
• Respond to escalated complaints to ensure consistent, accurate and timely processing.
• Oversee the initial review and screening of good character issues for applicants.
• Provide legal counsel and guidance to team members regarding applications received relating to compliance issues handled in the department
• Provide substantive and operational leadership to staff (Assistant Managers, Law Clerks, Counsel and Administrators), and oversee the delegation of work assignments.
• Ensure that results are timely and consistent with service standards.
• Hire, train, develop and evaluate employees accountable to the Manager.
• Contribute to the definition and implementation of the organization’s quality and client service mandate.
• Establish and monitor performance goals and standards within the Complaints & Compliance area and engage staff in continuous training, development and performance improvement initiatives.
• Provide ongoing guidance and ensure knowledge transfer, evaluation of process and ongoing improvement on various legal subjects to employees through the development of training programs and procedures.
• Ensure the ongoing improvement of processes.
• Develop statistical reports and analysis regarding department data, in order to report on work done and plan for the future.
• Identify emerging issues and develop policies that will support enhanced performance.
• Prepare legal research, reports and analysis in support of policy development, as assigned by the Senior Manager.
• Provide input re: the applicable budget.
• Contribute to the development of requests for proposals and project specifications and manage relationships with vendors and service providers as applicable.
• Work closely with team members to ensure quality in the delivery of services.



• An LLB or JD degree.
• A minimum of 7 to 10 years of legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice. 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, its by-laws and rules as well as its organizational structure, services, mandate, rules and regulations, and its complaints resolution services in particular.
• Substantive legal knowledge with respect to administrative law and other areas of practice.
• Solid understanding of best practices with respect to employee relations, client service management processes, process design and financial/accounting resources.
• Training in Alternative Dispute Resolution/Mediation.
• Superior analytical and communication skills.

This is an exciting opportunity for a Manager, Complaints & Compliance to join an existing team at a leading organization.

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

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



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