Complaints Manager

Position Title: Complaints Manager
Reports To: AVP, Client Impact and Sustainability
Department: Client Impact and Sustainability
Term:  Permanent Full-Time

Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

 

The Opportunity: Equitable is growing! We are looking for a Complaints Manager to join our Client Impact and Sustainability Team! The client is at the heart of everything we do at Equitable. Our purpose is to be there for our clients through our solutions, helping protect today and prepare tomorrow. With our 100+ year history, Equitable has not only met client commitments through disciplined risk management and a sustained profitability culture, but we also strive to exceed expectations through a culture of delivering for our clients with every product, interaction, or service we provide.

Fair treatment of clients (“FTC”) has long been a core component of Equitable’s business approach.  Not only is FTC fundamental to the ethical basis upon which Equitable operates, it is also critically important to the sustainable success in the Canadian marketplace.   The “Head of Complaints” role plays an essential role in advancing this commitment. Now is an exciting time to join one of the Waterloo Area’s Top Employer for 2025 and Southwestern Ontario’s Top Employers for 2024!

What you will be doing:

• Managing all escalated and complex complaints for the enterprise

• Manage all escalated and complex complaints received by Equitable including but not limited to those received by Executives, CEO, Board Members, our social or digital channels, or directly through to the Complaints process. 
• Conduct an independent review of the complaint and assess any applicable contractual and/or policies, and procedures related to the complaint.
• Work with the appropriate business stakeholders to determine the best way to resolve the complaint. 
• Provide guidance and/or recommendations for policy and procedure improvements across the enterprise.
• Ensure client outcomes are aligned with fair treatment objectives.
• Represent Equitable Life with upset clients while working to maintain positive client relationships, even when the outcome may not be what the client was looking for.
• Manage reputational risk on behalf of Equitable with sound judgement and strong communications skills.
• Work with corporate communications to manage complaints received through social channels or through our other digital properties in a timely manner, protecting our brand reputation and managing risk.

• Represent Equitable

• Represent Equitable and that could include responding on behalf of complaints coming into senior leadership, our CEO, the Board of Directors etc.  respond to requests and inquiries for information from regulators, alternative dispute resolution bodies and ensure files are reviewed withing appropriate timelines  
• Develop, implement, and continuously improve a comprehensive complaints management framework aligned with FTC principles and regulatory requirements.
• Establish clear policies, procedures, and performance standards for complaint handling across the enterprise.
• Partner with business stakeholders to embed best practices and ensure consistency across all the enterprise.

• Data Analytics and Reporting

• Maintain an enterprise-wide complaints tracking system and provide data stewardship for complaints.
• Analyze complaint trends, root causes and systematic issues; prepare reports and dashboards to inform Executive and Senior leaders to influence and prioritize continuous improvements.
• Provide input to risk committees, product development teams, and operational leaders to address reoccurring client pain points.

• Continuous Improvement and Client Experience Innovation

• Act as a trusted advisor and thought leader on FTC and Complaints management, both internally and externally.
• Deliver training and resources to frontline employees, leaders, and partners to improve complaint prevention, resolution and reporting.

• Collaborate with CX, UX, Legal, Compliance and Business Line Leaders to influence broader organizational improvements.
  
    

What you will bring:

• Minimum 7-10 years of experience in client relations, complaint resolution, compliance, or a related field in financial services or insurance.
• Ability to work independently as well as in a team and manage multiple priorities and timelines.
• Excellent knowledge and experience to identify and resolve a variety of compliance/corporate governance issues that arise and the relationship skills to manage client service requests in a dynamic, fast-paced environment.
• Sound judgement and relationship management skills as role requires external communications with clients and advisors and managing reputational risks.
• Skilled in data analytics, reporting tools, and root cause analysis methodologies.
• Strong legal knowledge of and experience in relevant issues, laws, regulations and guidelines affecting compliance and corporate governance in the life insurance industry.
• Highly developed written and oral communication skills.  Ability to communicate with all levels of the organization. 
• Superior analytical, organizational, negotiation and problem-solving skills.
• Excellent knowledge of Insurance (Individual and Group) and S&R products.
• Aptitude for reading and understanding legal text.
• Aptitude for understanding and applying federal and provincial legislation and guidelines.

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration
  
  
  

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)

This role is open due to an existing vacancy.

To learn more about Equitable, we encourage you to explore our organization.

At Equitable, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.

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