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About the Role

Zurich Canada is seeking a Senior Compliance/Complaints Officer for an 18-month contract to own the complaints function. This role involves promoting an ethics-based culture, providing guidance and training, supporting compliance analytics, enabling innovation, and advising on new projects, tools, and systems. The position also includes identifying and managing compliance risks through assessments and reviews, and supporting policy implementation.

Responsibilities

Act as Zurich Canada’s Complaints Officer and support fair, impartial, and timely complaint handling.
Continuously improve the Complaints Handling process in collaboration with the Customer Care and Claims Team.
Assess compliance risks across business activities, customer conduct, complaints, projects, tools, and systems.
Provide practical guidance on key compliance risks, including customer fairness, financial crime, sanctions, anti-bribery, anti-corruption, and data privacy.
Advise first-line teams on Compliance Policies, controls, processes, training, and implementation requirements.
Lead Compliance Assurance Reviews, identify gaps, agree on remediation actions, and monitor progress.
Maintain oversight of regulatory matters, including GRC updates and input into the annual compliance risk assessment.
Review Compliance strategy and escalate key risks, trends, and alignment matters for leadership attention.
Assess new laws and regulatory developments with Legal and support updates to the Compliance Risk Universe.
Promote an ethics-based culture through awareness activities, training, reporting reminders, and management insights.
Partner with internal stakeholders to support regulatory relationships, business priorities, and Compliance initiatives.

Requirements

Bachelors Degree in Law and 6 or more years of experience in the Claims, Marketing, Underwriting or Compliance area OR High School Diploma or Equivalent and 8 or more years of experience in the Claims, Marketing, Underwriting or Compliance area OR Zurich Certified Insurance Apprentice, including Associate Degree and 6 or more years of experience in the Claims, Marketing, Underwriting or Compliance area
Experience with market conduct examination process and procedures
Knowledge of national/local compliance laws and regulations

Skills

Complaint handling experience
Control testing experience
Knowledge of the insurance industry, financial services, and compliance operations
Commercial insurance and underwriting experience is an asset
Understanding of local legal and regulatory requirements, including Quebec
Experience collaborating across business units in a matrixed organization
Bilingualism in English and French is an asset
Strong oral and written communication skills
Management skills are considered assets
Agile working skills are considered assets
Data analytics skills are considered assets
Digital skills
Awareness of technological developments

Location

Toronto, ON

Work Type

Hybrid
Contract

Experience Level

Senior
6+ years
8+ years
Five or more years of experience in compliance, audit, consulting, or regulatory management within the financial services industry or a related field

Education Level

Bachelors Degree in Law
High School Diploma or Equivalent
Associate Degree
Post-secondary degree in a related discipline

Benefits

Comprehensive health/benefits plan with varying levels of coverage
Minimum of four weeks of vacation per year
Four personal days per year

About the Company

Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets.
Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years.
With over 900 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets.
Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow.
Zurich North America has over 148 years of experience managing risk and supporting resilience.
We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals.
Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®.

Equal Opportunity

Zurich is proud of its culture and passionate about Diversity, Inclusion, Equity and Belonging (DIEB).
We have a collaborative culture where diversity of thought is valued.
We are committed to continuous improvement and offer access to a comprehensive range of training and development opportunities.
We care about our communities and give back through talent, time and resources.
We have won numerous awards for our workplace culture, including Greater Toronto’s Top Employers and Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.
Zurich recognizes the diversity of our workforce as an asset.
We recruit talented people from a variety of backgrounds with unique perspectives.
Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich.
We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition.
If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.
For Zurich Canada's commitment to diversity and accessibility please click here.