Lead, Compliance & Member Outcomes – Conduct Risk (Remote)

Avanti Software Inc.; Canada; Hybrid; CAD 92,000 - 120,000; Full time

Benefits offered by this job

Remote-first workplace

Flexible Work Policy

Competitive compensation and benefits

Training and career development

Community involvement and volunteering

Corporate Wellness Program

Job summary

The Commonwell Mutual Insurance Group is seeking a strategic Lead, Compliance – Member Outcomes & Conduct Risk to oversee complaint handling and regulatory obligations across the organization. This role ensures alignment with FSRA, CCIR and UDAP requirements, while supporting fair customer outcomes and continuous improvement in risk controls.

Reporting to the Vice President, Legal & Regulatory Compliance, you will analyze trends, influence policy changes, and lead investigations into escalated

Qualifications

• 5+ years of experience in regulatory compliance, claims or complaint handling within a regulated environment.
• Experience handling complex or escalated complaints, including Ombudsman-level or dispute resolution matters.
• Strong knowledge of FSRA expectations, CCIR complaint handling guidance and FTC principles.

Responsibilities

• Act as the primary owner and administrator of the Complaints Officer function for the organization, handling unresolved complaints.
• Administer and enhance the complaint handling framework in alignment with FSRA and CCIR requirements.
• Conduct independent reviews of escalated complaints to ensure fair customer outcomes.
• Review complaint trends and identify systemic issues and conduct risks, escalating concerns to senior leadership.
• Promote a culture of fair treatment of customers and adherence to UDAP.

Skills

Regulatory compliance

Ombudsman / dispute resolution

Conduct risk management

FSRA knowledge

Analytical skills

Investigation & decision-writing

Job description

The Commonwell Mutual Insurance Group is seeking a strategic Lead, Compliance – Member Outcomes & Conduct Risk to oversee complaint handling and regulatory obligations across the organization. This role ensures alignment with FSRA, CCIR and UDAP requirements, while supporting fair customer outcomes and continuous improvement in risk controls.

Reporting to the Vice President, Legal & Regulatory Compliance, you will analyze trends, influence policy changes, and lead investigations into escalated