Lead, Compliance – Member Outcomes & Conduct Risk Commonwell Mutual Insurance Group

Job title:

Lead, Compliance – Member Outcomes & Conduct Risk

Job location:

Remote

Reason for hiring:
Current Vacancy

Salary Range:
The expected base salary range for this position is $92,000 -$120,000

The Common well Mutual Insurance Group isn’t just another insurance company — we’re a property & casualty mutual insurer with deep roots in Ontario communities. We’re proud to lead the industry by offering a mutual experience grounded in history, opportunity, and exceptional service.

At The Common well, we believe in profitable growth, creativity, development, and having fun while doing meaningful work. We support work-life balance and take pride in delivering on our promises.

At The Common well, we’re all about Protecting Individuals, Together. Our vision is to create a workplace where everyone can thrive, be their authentic selves, and bring their whole self to work.

We are committed to inclusion in recruitment, hiring, professional development, and advancement. We actively work to eliminate bias from our processes and welcome diversity of thought, background, and experience.

We promote open dialogue, offer unconscious bias and inclusivity training, and support employee resource groups to ensure that diverse perspectives are heard and valued.

The Lead, Compliance – Member Outcomes & Conduct Risk, is responsible for the execution and oversight of complaint handling, member-facing regulatory obligations, Ombudsman activities and conduct risk compliance activities. The role supports the organization’s compliance with FSRA, CCIR and other applicable regulatory requirements by overseeing the enterprise complaint handling framework, maintaining regulatory reporting, the organization’s Fair Treatment of Customer’s (FTC) framework and compliance procedures to ensure compliance with the Unfair and Deceptive Acts and Practices Rule (UDAP).

Reporting to the Vice President, Legal & Regulatory Compliance, the role acts as a subject member expert in member outcomes across the enterprise, with a particular focus on conduct risk, regulatory compliance and fair customer outcomes across the insurance lifecycle.

You are someone who brings energy, curiosity, and care to your work. You thrive in a collaborative environment and are passionate about delivering exceptional service. Some key qualities you bring:

• Strong customer service orientation
• Excellent written and verbal communication
• Team-oriented and engaging
• Independent judgement, critical thinking and sound reasoning in high-pressure or sensitive situations

• Acts as the primary owner and administrator of the Complaints Officer function for the organization, responsible for handling complaints that remain unresolved at the business unit level.
• Administer and continually enhance the complaint handling framework in alignment with FSRA and CCIR requirements.
• Conduct independent, objective 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 and support a culture of fair treatment of customers across the organization and adherence to the Unfair and Deceptive Acts and Practices rule.
• Monitor regulatory developments and recommend changes to policies, procedures and controls to maintain compliance.

• 5+ years of experience in regulatory compliance, claims or complaint handling within a regulated environment.
• Demonstrated 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.
• Experience identifying and managing conduct risk within claims or customer-facing operations.
• Excellent analytical, investigation and decision-writing skills.
• Ability to influence and challenge stakeholders effectively while maintaining strong working relationships.

• Remote-first workplace
• Flexible Work Policy
• Competitive compensation and benefits package
• Opportunities for training and career development
• Community…