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 is pivotal in shaping and executing our complaints strategy, collaborating with business leaders and cross-functional teams to ensure fair, timely, and transparent resolution of client complaints. You will bring hands-on leadership, a business mindset, and a passion for continuous improvement, fostering a culture of accountability and innovation in complaints handling.

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 - $205,500 . This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.