Senior Complaint Investigations Lead

Apotex Inc.; Richmond Hill; On-site; CAD 84,000 - 140,000; Full time

Benefits offered by this job

Bonus programs

Comprehensive benefits

Pension plan

Learning and development

Job summary

Apotex Inc. in Richmond Hill is seeking a qualified professional to supervise Complaint Investigators and the Coordinator Complaints processes at the Richmond Hill site, ensuring timely investigations leading to root cause and corrective actions.

You will oversee metrics, trend reporting, and action plans, while coaching and developing a team to sustain GMP-compliant investigations. The role requires strong leadership and regulatory awareness.

Qualifications

• Superior organizational, interpersonal communication skills including technical writing.
• Ability to manage time effectively.
• Ability to work independently and manage multiple priorities in a fast paced and changing environment.
• Excellent command of the English language, both written and verbal.
• Extensive knowledge of GMP requirements.
• Proficiency with Word, Excel, SAP and TrackWise software.

Responsibilities

• Ensure all complaint investigations are investigated and documented in a manner that complies with site procedures and GMP.
• Develop and implement systems for improving complaint workflow and effectiveness.
• Collaborate across site and organization to ensure effective investigations and corrective actions.
• Manage data collection, analysis, and reporting for monitoring performance and trend reports.
• Manage escalation of investigations and mitigate risk with impacted departments.
• Analyze data and identify emerging trends; propose measures to correct them.
• Lead or participate in cross-functional projects related to complaint reduction initiatives.
• Supervise a team investigating and closing complaints.
• Coach and train staff to meet GMP requirements.
• Facilitate daily huddles and weekly review boards to drive performance.
• Maintain site procedures for investigation aligned with requirements.
• Support regulatory inspections and audits as owner of the process.
• Provide performance management of direct reports.
• Balance workload and re-distribute activities.
• Work as a team to achieve outcomes.
• Perform all work per regulatory, compliance and safety requirements.
• Participate in performance conversations with employees and monitor progress toward objectives.

Skills

Organizational skills

Interpersonal communication

Technical writing

Time management

Independent working

English proficiency

GMP knowledge

Education

BSc in Chemistry, Biology, Engineering or a related field

Tools

SAP

TrackWise

MS Word

MS Excel

Job description

Apotex Inc. in Richmond Hill is seeking a qualified professional to supervise Complaint Investigators and the Coordinator Complaints processes at the Richmond Hill site, ensuring timely investigations leading to root cause and corrective actions.

You will oversee metrics, trend reporting, and action plans, while coaching and developing a team to sustain GMP-compliant investigations. The role requires strong leadership and regulatory awareness.