Sr. Compliance/Complaints Officer - 18 month contract

Zurich Canada; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

Zurich Canada is seeking a Senior Compliance/Complaints Officer on an 18-month contract to own the complaints function and advance compliance programs. Reporting to the Chief Compliance Officer, Canada, you’ll guide first-line teams, assess risks, and support policy implementation in a hybrid work model with in-person days three times weekly.

You will lead assurance reviews, monitor remediation, and contribute to governance, analytics, and training while partnering across the business to manage

Qualifications

• Bachelor's degree in Law with 6+ years in Claims, Marketing, Underwriting or Compliance.
• High School Diploma with 8+ years in Claims, Marketing, Underwriting or Compliance.
• Zur Zurich Certified Insurance Apprentice with 6+ years in Claims, Marketing, Underwriting or Compliance.
• Experience with market conduct examination processes.
• Knowledge of national and local compliance laws and regulations.
• Five+ years in compliance, audit, consulting, or regulatory management preferred.
• Bilingual English/French is an asset.

Responsibilities

• Act as Zurich Canada’s Complaints Officer and support fair, impartial, and timely complaint handling.
• Assess compliance risks across business activities, customer conduct, complaints, projects, tools, and systems.
• Provide guidance on key compliance risks including data privacy and financial crime.
• Advise first-line teams on Compliance Policies, controls, processes, and training.
• Lead Compliance Assurance Reviews and monitor remediation actions.
• Maintain oversight of regulatory matters and provide updates to risk assessments.
• Review strategy and elevate key risks for leadership.
• Assess new laws with Legal and update the Compliance Risk Universe.
• Promote an ethics-based culture through awareness and training.
• Partner with internal stakeholders to support regulatory relationships and initiatives.

Skills

Compliance experience

Regulatory knowledge

Risk assessment

Education

Bachelor's degree in Law

High School Diploma

Zurich Certified Insurance Apprentice

Job description

The Opportunity

Are you looking for a caring, collaborative, value‑driven workplace with inspiring teammates and leaders? Do you have the ambition to grow, make an impact, and thrive with one of the world’s leading global insurance providers? Look no further than Zurich Canada.

If you are passionate about governance, bring a solution-oriented mindset, communicate effectively, and care deeply about customers, we would love to hear from you.

Zurich Canada is currently looking for a Senior Compliance/Complaints Officer to join our Compliance team on an 18 month contract basis. In this role you will own the complaints function for Zurich Canada.

Reporting to the Chief Compliance Officer, Canada, you will help first-line management promote an ethics-based culture and deliver practical solutions, guidance, and training. You will support compliance analytics, enable innovation, and provide business advisory support for new projects, tools, and systems across multiple lines of business. You will also help identify and manage compliance risks through risk assessments and compliance reviews, and support the implementation of policies, processes, and controls related to the Compliance Risk Universe.

This is a unique opportunity to grow your knowledge and experience in a supportive environment where your voice matters. This posting is for an existing vacancy.

Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals.

Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

What you will do

• Act as Zurich Canada’s Complaints Officer and support fair, impartial, and timely complaint handling, continuously improve the Complaints Handling process in collaboration with the Customer Care and Claims Team.
• Assess compliance risks across business activities, customer conduct, complaints, projects, tools, and systems.
• Provide practical guidance on key compliance risks, including customer fairness, financial crime, sanctions, anti-bribery, anti-corruption, and data privacy.
• Advise first-line teams on Compliance Policies, controls, processes, training, and implementation requirements.
• Lead Compliance Assurance Reviews, identify gaps, agree on remediation actions, and monitor progress.
• Maintain oversight of regulatory matters, including GRC updates and input into the annual compliance risk assessment.
• Review Compliance strategy and elevate key risks, trends, and alignment matters for leadership attention.
• Assess new laws and regulatory developments with Legal and support updates to the Compliance Risk Universe.
• Promote an ethics-based culture through awareness activities, training, reporting reminders, and management insights.
• Partner with internal stakeholders to support regulatory relationships, business priorities, and Compliance initiatives.

Job Qualifications - What You Bring To The Table

• Bachelors Degree in Law and 6 or more years of experience in the Claims, Marketing, Underwriting or Compliance area

OR

• High School Diploma or Equivalent and 8 or more years of experience in the Claims, Marketing, Underwriting or Compliance area

OR

• Zurich Certified Insurance Apprentice, including Associate Degree and 6 or more years of experience in the Claims, Marketing, Underwriting or Compliance area

AND

• Experience with market conduct examination process and procedures
• Knowledge of national/local compliance laws and regulations

Preferred

• Five or more years of experience in compliance, audit, consulting, or regulatory management within the financial services industry or a related field.
• Complaint handling experience.
• A post-secondary degree in a related discipline.
• Motivation to build digital skills, stay informed about technological developments, and embrace ongoing transformation.
• Experience with control testing.
• Knowledge of the insurance industry, financial services, and compliance operations; commercial insurance and underwriting experience is an asset.
• Understanding of local legal and regulatory requirements, including Quebec.
• Experience collaborating across business units in a matrixed organization.
• Bilingualism in English and French is an asset.
• Strong oral and written communication skills.
• Management, agile working, and data analytics skills are considered assets.

Our Culture

• At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DIEB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
• We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
• We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
• We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
• We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
• We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
• We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
• We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.

Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.

About Us

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 900 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at www.zurichcanada.com.

A future with Zurich

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.

As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Only applicable for Canada: For Zurich Canada's commitment to diversity and accessibility please click here. If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd's recruitment management system, please email your request to have your job profile deleted from the system by clicking here. Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9. www.zurichcanada.com