Compliance Manager - Complaints & Investigations position at Transamerica.| Canada

Transamerica Compliance Manager - Complaints & Investigations

Experience: General

Pattern: full-time

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Toronto, Ontar..........Canada

Job Family Regulatory Compliance About Us At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests. Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment — one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.     Who We Are   We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life . Today, we’re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what’s important to them. We’re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good — for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms. What We Do Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings & Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate , which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs. Transamerica employs nearly 7 ,000 people. It’s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide. * For more information, visit transamerica.com .  Job Description Summary Oversee day-to-day operations of the World Financial Group Canada compliance program, including compliance processes, regulatory examinations, compliance audits, Tier 2 supervision, and compliant handling. Job Description Responsibilities Leadership & Oversight Manage the client complaint handling and agent investigations team, ensuring adherence to regulatory and internal compliance standards. Oversee end-to-end complaint handling process, including intake, investigation, resolution and reporting. Supervise investigations into agent conduct, including sales practices, documentation deficiencies and regulatory breaches. Ensure timely escalation of high-risk cases to senior management and regulatory bodies as required. Regulatory Compliance Maintain compliance with CIRO, provincial insurance regulators and internal policies for both life insurance and mutual fund distribution channels. Ensure accurate and complete documentation of complaints and investigations in compliance systems (e.g., RegEd, COMSET). Monitor regulatory developments and update procedures accordingly. Process Management & Reporting Develop and implement robust complaint handling and investigation procedures. Prepare periodic compliance reports for senior leadership and regulators. Identify trends and root causes from complaints and investigations to recommend process improvements. Stakeholder Communication Liaise with agents, clients, regulators and internal departments during investigations. Guide and train agents and staff on complaint handling and compliance expectations. Risk Management Assess potential financial exposure and reputational risk from complaints and investigations. Recommend disciplinary actions for agents where warranted, including escalation to Agent Conduct Review Committee. Qualifications Post-secondary degree in business, finance, law or related field, or equivalent experience Seven years of experience in the financial services industry Four years of compliance experience, preferably in life insurance and/or mutual fund sectors Two years of management experience Experience in complaint handling and agent investigations Strong understanding of regulatory frameworks (CIRO, provincial insurance regulators) Completion of Investment Funds in Canada (IFIC), Canadian Securities Course (CSC), and/or Life License Qualification Program (LLQP)certification Excellent analytical and investigative skills Strong leadership and team management capabilities Excellent communication and stakeholder management skills Ability to manage multiple priorities under tight deadlines Proficiency in compliance systems and MS Office tools Preferred Qualifications Experience in an agent-facing compliance role Familiarity with disciplinary processes and enforcement actions Working Conditions Office environment; hybrid Occasional travel <10% Compensation The salary for this position generally ranges between $100,000 - $125,000 CAD annually . Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law. Canadian Health and Work/Life Balance Benefits: Competitive Paid Time Off Ten (10) paid holidays per year Ten (10) sick days per year Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars Parental Leave Adoption Assistance Employee Assistance Program College Coach Program Employee Resource Groups Inclusion and Diversity Programs Employee Recognition Program Referral Bonus Programs Peer Recognition Program (BRAVO) United States Only Benefits Below: This job description is not a contract of employment nor for any specific job responsibilities. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request. What We Offer For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. Compensation Benefits Competitive Pay Bonus for Eligible Employees Benefits Package Pension Plan 401k Match Employee Stock Purchase Plan Tuition Reimbursement Disability Insurance Medical Insurance Dental Insurance Vision Insurance Employee Discounts Career Training & Development Opportunities Health and Work/Life Balance Benefits Paid Time Off starting at 160 hours annually for employees in their first year of service. Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays). Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child. Adoption Assistance Employee Assistance Program Back-Up Care Program PTO for Volunteer Hours Employee Matching Gifts Program Employee Resource Groups Inclusion and Diversity Programs Employee Recognition Program Referral Bonus Programs Inclusion & Diversity    We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.   To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.    Giving Back    We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.      Transamerica’s Parent Company  Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   * As of December 31, 2023

Compliance Manager - Complaints & Investigations job opportunity at Transamerica.

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