Job Description

At Fairstone, our culture is built on strong values and leadership principles that define the expectations we have for working together and with our customers. We help Canadians find the right solution to meet their needs with a variety of products and services. Our values and principles guide the actions we take to ensure our customers get the best experience possible.
Be part of our talented and growing team! We are currently looking for a Manager, Enterprise Complaints Program Management, to join our team reporting to the Senior Manager, Process Excellence and Transformation.
As a Manager, Enterprise Complaints Program Management, you will be responsible for the governance, oversight, and continuous improvement of the organization's enterprise-wide complaint-handling program. This role ensures compliance with regulatory requirements, internal policies, and service level agreements (SLAs) while driving operational excellence across all business lines. The position acts as the designated administrator of the enterprise complaints program and serves as the primary point of accountability for program governance, stakeholder engagement, and issue resolution.
"Be a part of our inclusive workplace where diverse perspectives drive innovation and excellence."
WHY JOIN US?
BECAUSE WE ARE PROUD TO BE One of Montreal's Top Employers for 2025 for the fifth consecutive year by the editors of Canada's Top 100 Employers.
WE OFFER:

• Work-Life Balance: Our 37.5-hour workweek and hybrid model (3 days in-office) promote a healthy balance.
• Wellness: Tailored well-being solutions available 24/7.
• Time Off: Minimum 15 paid vacations, 6 wellness days, with federal holidays.
• Community Support: Paid Volunteer Day to give back to your community.
• Retirement Planning: Employee and employer contribution pension plan, plus the Fairstone Retirement Savings Plan
• Development: Access to Fairstone Academy for comprehensive training and skill development.
• Employee discounts: Exclusive access to discounted products and services, including car insurance, hotels, attractions, movies, gym memberships, and more.

WHAT WILL YOU WORK ON?
Program Governance & Oversight

• Serve as the designated officer responsible for implementing and maintaining the enterprise complaint-handling policies and procedures.
• Oversee all complaints program activities across the organization, ensuring alignment with regulatory and internal standards.
• Monitor SLA adherence and complaints performance metrics, ensuring timely and effective resolution of issues.
• Ensure business lines comply with enterprise complaint-handling processes and procedures.

Stakeholder Engagement & Collaboration

• Identify and engage appropriate stakeholders to develop and maintain policies, procedures, SLAs, reporting frameworks, training materials, job aids, and other supporting documentation.
• Act as the primary liaison between business units, compliance, risk, and executive leadership to ensure consistent complaint management practices.

Issue Resolution & Continuous Improvement

• Proactively identify and resolve issues or roadblocks that could impact the effectiveness of the complaints management process.
• Drive continuous improvement initiatives to enhance the efficiency, transparency, and customer-centricity of the complaints program.

Reporting & Accountability

• Provide regular reporting and insights on complaints trends, root cause analysis, and performance against SLAs to senior leadership and the Accountable Executive (AE).
• Support audits, regulatory reviews, and internal assessments related to complaint management.

Other Duties

• Perform additional activities as delegated or assigned by the Accountable Executive (AE).

WHO ARE WE LOOKING FOR

• Bachelor's degree in business administration, Risk Management, Compliance, or related field (Professional certifications such as Lean Six sigma, PMP, CRM, or compliance certifications are an asset).
• 3+ years of experience in program management, compliance, risk management, or operations within a regulated industry (financial services preferred).
• Proven experience in complaints management or customer experience governance.
• Strong knowledge of regulatory requirements related to complaints handling.
• Excellent stakeholder management and communication skills.
• Analytical mindset with experience in performance monitoring and reporting.
• Ability to resolve complex issues and drive process improvements.
• Strategic thinking and problem-solving.
• Strong governance and risk management orientation.
• Ability to influence and collaborate across all levels of the organization.
• Customer-centric mindset with a focus on operational excellence.

**This role is vacant**
**Internal job title: Manager, Complaints**
WE ARE PROUD TO BE RECOGNIZED AS Great Place to Work Canada for 2025 and
Montreal's Top Employers 2025 by Canada's Top 100 Employers!
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If you have a preferred language for communication, please kindly inform us whether you prefer French or English on your application.
Fairstone is an equal opportunity employer. Accordingly, we will make reasonable accommodations to respond to the needs of people with disabilities. Individuals who view themselves as Aboriginals, members of visible minorities, and disabled are encouraged to apply in confidence.
Time Type: Full time
Job Type: Permanent

Skills Required