Job Description

Director Group and Retail Risk & Compliance

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Location: Hybrid - Toronto or Kingston

Empire Life is looking to hire a Director, Risk & Compliance Operations to join our Group & Retail Operations team!

The Director, Compliance Operations provides strategic leadership to Group & Retail Operations, ensuring a proactively compliant operating environment that consistently meets legislative, regulatory and industry best practices. The incumbent leads a specialized team driving the consistent application of policies, proactive risk identification and robust mitigation strategies across all operational processes. This role operates under the broad supervision of the Senior Vice- President, Group Operations, Retail & Group Solutions with a clear focus on achieving defined goals and objectives that contribute to the organization's overall regulatory adherence and resilience.

Why pursue this opportunity

The role -

this is a new position and your chance to join a growing team, while being provided the opportunity to make an impact.

Assume a pivotal leadership position -

harness your expertise to deliver impactful results, shaping and leading your area with experienced foresight.

Influence and innovate at the highest level -

we welcome leaders who bring a dynamic blend of fresh perspectives and leading practices to steer our strategic course.

What you'll be working on

Support Group & Retail Operations in achieving and maintaining a compliant operating environment. Lead a team of Business Unit Compliance Officers and Complaints Specialists focused on addressing regulatory requirements & ensuring compliant business practices in Operations. Acts as a liaison between legal, compliance, audit services and the business units to assist with the completion of Privacy incidents, Complaints handling, Personal Information Access Requests, Audits, Market Conduct reviews, AML activities and third-party due diligence. Point of contact on behalf of the business units in Operations on regulatory (i.e. OFSI, provincial, federal) and/or other compliance requests. Develop, maintain & test Business Continuity Plans for appropriateness, effectiveness and resilience. Proactively monitor and analyze the impact of legislative, regulatory and compliance changes on current procedures, processes and administrative systems/tools; provide summary and recommendations to management. Lead root cause analysis of customer complaints to identify systemic issues and drive continuous improvement. Ensure insights from customer complaints are systematically integrated into operational processes and staff training. Represent Operations on the Operational Risk Committee. Research and analyze the impact of changing technology, business processes and practices; provide direction, to ensure appropriate controls are in place to address cyber &/or operational risk. Strengthen the customer experience through responsive resolution to customer concerns and complaints. Collaborate with management to develop and implement standard operating procedures to reduce customer concerns and complaints. Conduct regular audits on the integrity of data to identify potential risks ensuring compliance with regulatory rules and procedures; report potential risks to management and make recommendations for correction and/or changes. Collect and coordinate business unit responses for internal or external audits. Complete audits on administrative & regulatory practices of third-party partners. Ensures third-party partnerships procedures reflect compliant practices and appropriate monitoring of those practices is in place. Provide compliance training for the business unit as required; collaborate with the business unit trainer, if applicable. Coach and mentor team members; identify employee training and development needs; set employee goals and objectives, manage employee performance; develop future talent. Participate with other Senior Management peers to establish strategic plans and objectives, policy decision-making and complex problem resolution.

What we're looking for you to have

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8+ years work experience in the insurance/financial services industry Experience delivering new solutions which meets legislative, regulatory and compliance conformance from identification to implementation Knowledge of Empire Life products, processes, systems and distribution channels Strong understanding of data governance, privacy regulations and ethical data usage Completion of a university degree in business administration Well-developed customer relations, conflict resolution and negotiation skills Clear writing, listening and verbal communication skills Proven leadership in building and managing high-performing teams Strong analytical skills with the ability to interpret complex data and identify trends Strategic thinking and problem solving abilities Well-developed communication and presentation skills Ability to prioritize and balance multiple tasks or projects If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Beyond the salary

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For regular full-time positions, Empire Life offers a comprehensive total rewards package that includes:Competitive salaries with annual pay increases Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions Competitive uncapped commission, for sales positions A comprehensive employer-funded benefits package starting from day one of employment, that includes life insurance, disability, health and dental and a generous health account Flexible work arrangements and an annual allotment of personal health days. Four weeks annual vacation from hire date A defined contribution pension plan with generous employer matching Top up programs for parental leave and compassionate leave Employer-sponsored wellness and recognition programs A cash employee referral program

To learn more about working at Empire Life, visit https://www.empire.ca/workatempire.

Get to know us

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Empire life is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.


Empire Life welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact recruitment@empire.ca .