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Manager, Complaints and Compliance

Toronto, ON

Job ID: 14450 A Type: OS - Admin & Corporate Services

Manager, Complaints and Compliance, LLB required

In this critical role you will be responsible for managing a team of legal professionals to ensure the efficient resolution of complaints and compliance within this high profile professional regulator.    You will work to improve and implement policies and procedures, and act as a legal subject matter expert to other departments as required. In addition, your people management background will allow you to mentor a legal team by clarifying goals, building the commitment of individuals, strengthening the group’s collective skills and encouraging creativity, problem solving and appropriate alternative dispute resolution.              

Additional responsibilities:

  • Develops statistical reports and analysis regarding department data, in order to report on work done and plan for the future.
  • Liaises with Managers and other senior staff in the Professional Regulation Division to develop policies for the appropriate management and disposition of complaint files.
  • Oversees the work processes in the department, and ensures compliance with all applicable by-laws and other authority. Liaises with Managers other senior staff in the Professional Regulation Division to develop policies for the appropriate management and disposition of complaint files.
  • In conjunction with the Senior Manager, the incumbent identifies emerging issues and develops policies that will support enhanced performance. Continually assesses policies and procedures and identifies opportunities for policy development or change in areas related to the processing of complaints or administrative compliance by paralegals and lawyers.
  • Prepares legal research, reports and analysis in support of policy development, as assigned by the Senior Manager.


  • An LLB or JD, plus a Class L1 licence with the Law Society of Upper Canada.
  • A minimum of 7 to 10 years of legal or regulatory experience, including practical legal experience and a level of knowledge of legal practice. 5 years of experience should be in a leadership role, providing guidance and mentorship and contributing to human resources decisions regarding professional and support staff. Customer service experience is preferred.
  • Substantial legal knowledge with respect to administrative law and other areas of practice.
  • Solid understanding of best practices with respect to employee relations, client service management processes, process design and financial/accounting resources.
  • Training in Alternative Dispute Resolution/Mediation.
  • Proficiency in word processing and data base applications, email, and the internet/intranet.
  • Superior analytical skills to interpret and reason through complex information.

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