Complaints Lead, Conduct & Discipline

CPA Calgary Chapter•Calgary, AB

1d•Hybrid

About The Position

The Complaints Lead shares in the execution of the Director’s expansive, numerous and specific responsibilities including those mandated under the Chartered Professional Accountants Act as Complaints Inquiry Committee (CIC) Secretary. The CIC Secretary is a position mandated under the Act and is a position integral to the effective, efficient, and fair operation of CPA Alberta’s complaint and disciplinary processes including policy development, preventative actions, and awareness building initiatives. The Complaints Lead position plays an important role in the successful execution of the CIC Secretary’s mandate as it relates to management of the complaints process and by the carriage of the broad range of responsibilities described below.

Requirements

CPA designated professional with experience leading teams and supporting adjudicative or regulatory processes.
3 to 5 years of administrative law related experience gained from working in conduct and discipline processes in the professional regulatory organization context.
Capacity to synthesize and analyze large volumes of complex information.
Ability to thrive in a fast-paced, dynamic, and high-accountability work environment.
Superior report writing skills with in-depth knowledge of how to write for a professional regulatory adjudicative audience.
Proven ability to identify, manage, and reconcile competing priorities, activities, and assignments.
Value and Ethics
Teamwork and Adaptability
Organizational Awareness
Communication
Results Management
Risk Management
Team Leadership
Strategic Thinking

Nice To Haves

Inspirational in leading team members.
Collaborative in working with colleagues.
Diplomatic and professional in working with internal and external parties.
Anticipative in identifying issues, foreseeing risk, and developing effective risk mitigation strategies.

Responsibilities

Assisting and guiding callers regarding the conduct process and complaint submission requirements.
Overseeing CPA Alberta’s Complaint process end-to-end, ensuring timely progress.
Completing initial risk assessments and ranking of complaints, escalating to the CIC Secretary as appropriate.
Enforcing practice standards and rules of professional conduct through administration of the conduct and discipline process.
Drafting CIC Secretary reports.
Drafting dismissal, reprimand, and other adhoc letters (outside of standard process letters) as required.
Working collaboratively with other internal teams, sharing knowledge, information, and providing guidance and advice.
Maintaining consumer proposals filed under the Bankruptcy and Insolvency Act and trust related matters.
Managing complaint deviations, such as deceased member/complainant, probation files, withdrawals etc.
Reviewing and acting on matters related to act breaches, incapacitated members and insolvency files.
Overseeing key accountabilities of the Conduct & Discipline Officer including: Department statistics and reporting; Bankruptcy and Insolvency monitoring process; and Act breach process.
Provide coaching and supervision of the Administrator and Officer of Conduct & Discipline.