Compliance Manager - Complaints & Investigations

Compliance Manager - Complaints & Investigations

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Job 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.

• 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.

• 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., Reg Ed, COMSET).
• Monitor regulatory developments and update procedures accordingly.

• 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.

• Liaise with agents, clients, regulators and internal departments during investigations.
• Guide and train agents and staff on complaint handling and compliance expectations.

• 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.

• 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

• Experience in an agent-facing compliance role
• Familiarity with disciplinary processes and enforcement actions

• Office environment; hybrid
• Occasional travel

The salary for this position generally ranges between $100,000 - $125,000 CAD annually. Salary range is a good faith estimate and actual starting pay is determined by qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above or below the stated amounts, as permitted by applicable law.

Transamerica offers a comprehensive benefits package designed to support both the personal and financial well-being of employees. Benefits include paid time off, holidays, parental leave, adoption assistance, health insurance, retirement plans, and employee assistance programs. We are committed to diversity and inclusion and support Employee Resource Groups (ERGs) and inclusion programs.

Transamerica is part of Aegon, a global financial services group serving millions of customers worldwide.