Sr. Compliance/Complaints Officer - 18 month contract

Zurich Insurance Company Ltd.•Toronto, ON

2d•Hybrid

About The Position

Zurich Canada is currently looking for a Senior Compliance/Complaints Officer to join our Compliance team on an 18 month contract basis. In this role you will own the complaints function for Zurich Canada. Reporting to the Chief Compliance Officer, Canada, you will help first-line management promote an ethics-based culture and deliver practical solutions, guidance, and training. You will support compliance analytics, enable innovation, and provide business advisory support for new projects, tools, and systems across multiple lines of business. You will also help identify and manage compliance risks through risk assessments and compliance reviews, and support the implementation of policies, processes, and controls related to the Compliance Risk Universe. This is a unique opportunity to grow your knowledge and experience in a supportive environment where your voice matters. This posting is for an existing vacancy. Zurich Canada uses artificial intelligence–enabled tools to support certain aspects of the recruitment process, including the initial review and screening of applications. Artificial intelligence is not the sole basis for candidate shortlisting or selection. All hiring decisions are reviewed and made by qualified hiring professionals. Zurich follows a hybrid work model requiring three days per week of in-person presence, which may include time in the office or market-facing engagements.

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

Nice To Haves

Five or more years of experience in compliance, audit, consulting, or regulatory management within the financial services industry or a related field.
Complaint handling experience.
A post-secondary degree in a related discipline.
Motivation to build digital skills, stay informed about technological developments, and embrace ongoing transformation.
Experience with control testing.
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, agile working, and data analytics skills are considered assets.

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.