Director, Market Conduct and Consumer Support
About The Position
The Insurance Regulation and Market Conduct branch regulates the market conduct of all insurers operating in Alberta, and supervises the solvency, governance and compliance of provincially incorporated insurance companies. This branch handles consumer complaints regarding insurance companies, while complaints about insurance agents and adjusters are handled by the Alberta Insurance Council. The Superintendent of Insurance Office is leading one of the most significant transformations in Alberta’s insurance sector in more than 70 years through the implementation of Care-First automobile insurance (C-F). This newly created leadership role will play a critical part in shaping how Alberta regulates insurer market conduct, protects consumers, and supports confidence in the insurance marketplace during this transition. Reporting to the Deputy Superintendent of Insurance, the Director, Market Conduct and Consumer Support will provide strategic and operational leadership to an expanded regulatory team responsible for insurer oversight, consumer support, investigations, examinations, compliance activities, and Care-First implementation readiness. This role offers a unique opportunity to influence provincial insurance regulation, collaborate with senior government and insurance industry leaders, and help shape the future of automobile insurance oversight in Alberta.
Requirements
- A bachelor’s degree in Business, Commerce, Law, Finance, Public Administration, or a related discipline.
- One or more of the following professional designations or credentials: Chartered Insurance Professional (CIP), Fellow Chartered Insurance Professional (FCIP), Fellow, Life Management Institute (FLMI), Financial Risk Manager (FRM), Chartered Professional Accountant (CPA), Law degree (LLB/JD).
- At least 7 years of experience within the insurance industry, insurance regulation, claims, underwriting, compliance, investigations, or product development.
- Progressive leadership experience managing teams, operational priorities, and organizational change.
Nice To Haves
- Direct experience with automobile insurance reform initiatives or large-scale operational transformation projects.
- Experience overseeing contracts, vendor relationships, or independent assessment programs.
- Exposure to cross-jurisdictional regulatory collaboration or multi-stakeholder governance environments.
- Experience leading readiness assessments, operational implementation reviews, or compliance testing activities.
- Knowledge of Care-First automobile insurance frameworks or comparable insurance reform models.
Responsibilities
- Lead and oversee the Market Conduct and Consumer Support team through a Director-led structure with clear accountability, priorities, and operational workflows.
- Build and sustain a high-performing, collaborative, and engaged team culture during a period of significant organizational and regulatory change.
- Identify processes warranting improvement and lead recommendations and implementations of improvements.
- Recruit, onboard, train, and support new staff to ensure operational readiness for Care-First implementation.
- Provide strategic and technical leadership for all Market Conduct and Consumer Support responsibilities related to Care-First automobile insurance implementation and ongoing oversight.
- Lead insurer readiness reviews and monitor compliance with Care-First requirements, including claims handling and training readiness.
- Oversee Care-First Medical Assessment contracts, including appointment processes, contract administration, performance monitoring, and assessor oversight.
- Direct regulatory examinations, investigations, and market conduct reviews to ensure activities are risk-based, timely, and aligned with legislative requirements.
- Ensure consumer complaints and inquiries are managed consistently, fairly, and within established service standards.
- Develop systems and monitoring approaches that identify emerging market conduct risks and support proactive regulatory action.
- Interpret complex insurance legislation, regulations, and policy requirements to support sound regulatory decision-making.
- Review investigation findings and determine appropriate corrective actions and compliance responses.
- Recommend enforcement actions, including administrative penalties, Ministerial Orders, reprimands, license suspensions, cancellations, and court proceedings.
- Establish review standards and quality assurance processes to support defensible regulatory decisions.
- Oversee the review, maintenance, and updating of standard automobile insurance policy and claims forms.
- Ensure insurer filings and endorsement applications are reviewed consistently and within service standards.
Benefits
- Management Employee Pension Plan (MEPP)
- Alberta Public Service Benefit Information
- Professional learning and development
- Positive workplace culture and work-life balance.
- Leadership and mentorship programs.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
