About UsLet us introduce ourselves. With 300+ employees across Canada, ivari is a company that's making a difference in the world of life insurance. How? By finding and hiring employees who are passionate about helping people protect their families, and by giving them the best, most supportive workplace possible. ivari is part of Sagicor Financial Corporation, a leading financial services provider with over 185 years of history operating across the Caribbean, US, and Canada. We offer a wide range of products and services, including life and health insurance, annuities, pension administration and investment services.At ivari, everyone is welcome It is our mission to attract, develop, and retain a workforce that is as diverse as the customers we serve and the communities in which we do business. We offer an inclusive and accessible work setting where all employees and customers feel valued, respected, and supported. Here's the job opportunity…The Senior Manager, Market Conduct & Client Complaints is a key existing role responsible for investigating advisor misconduct, escalated client complaints, and ensuring adherence to Fair Treatment of Clients (FTC) principles and life insurance regulatory standards. Reporting to the VP, Chief Compliance Officer, Sagicor North America, this role oversees advisor misconduct investigations, escalated client complaints (including Ombudsman matters), and all related regulatory correspondence and filings. The Senior Manager partners closely with Distribution, Legal, and Managing General Agencies (MGAs) to resolve issues, identify trends, and implement preventive measures. Insights from complaints and market conduct will inform advisor training, coaching, and supervision enhancements. Additionally, this role is responsible for developing and enhancing processes, driving talent development within the team, and overseeing fraud detection and prevention activities. In this role you will be responsible to:Direct and oversee advisor misconduct investigations by developing comprehensive investigation protocols, including evidence collection, interview scripts, escalation criteria and ensure root cause analysis and thorough documentation standards are met.Collaborate with Legal and Distribution leadership to determine disciplinary actions and remediation plans based on investigation findings.Partner with MGAs to align on advisor oversight,



corrective measures, and ongoing monitoring to prevent recurrence of issues.Manage escalated client complaints, ensuring clear communication protocols and timely resolution in partnership with Operations as well as oversee Ombudsman office activities, including case intake, response drafting, and compliance with statutory timelines.Implement Fair Treatment of Clients (FTC) principles in all complaint handling processes, ensuring empathy and transparency.Establish and maintain detailed protocols for interviewing clients and advisors, including consent procedures and confidentiality safeguards.Monitor SLAs, quality standards, and client satisfaction metrics for complaint resolution activities.Lead all regulatory reporting and correspondence related to life insurance complaints and advisor misconduct investigations, including related terminations.Proactively prepare for audits and examinations by maintaining accurate records, evidence repositories, and compliance dashboards.Engage with provincial regulators and consumer protection agencies, and industry associations ensuring timely responses and fostering collaborative relationships.Develop and present dashboards and trend reports on complaints and misconduct, highlighting systemic risks and recommending preventive actions.Design and implement continuous improvement frameworks to enhance efficiency, compliance, and client experience across all processes.Leverage insights from investigations and complaints to recommend advisor training, coaching, and policy changes for MGAs and distribution teams.Lead and develop a high-performing team of investigators and complaint resolution specialists, focusing on talent development, succession planning, and leadership coaching.What we are looking for…7-10 years' experience in life insurance operations, financial services, or client service with expertise in market conduct, compliance,



or complaints management.5+ years leading teams in a regulated environment; experience with advisorsupervision and misconduct investigations strongly preferred.Undergraduate degree or diploma in Business, Finance, Economics or other related field.Deep knowledge of financial services products, distribution channels, and regulatory frameworks strongly preferred.Strong investigative and interviewing skills, including ability to manage sensitive and complex cases.Exceptional judgment, integrity, and communication skills.Ability to influence and collaborate across multiple stakeholders.What we pay…Pay Range: $110,000 - $135,000What's in it for youAt ivari, it's important for us to keep our people motivated, recognized and rewarded. We offer competitive base salaries plus a bonus, one of the many reasons ivari is a great place to work.We also offer health and dental benefits for the entire family from Day 1 But that's just the beginning. When you join the ivari team you also get…A fantastic vacation plan and time offA pension plan with 100% match by ivariEmployee savings plan with 75% match to help you save even moreFlexible and hybrid work arrangementsOpportunities for skilled developmentRecognition programs to cheer you on, motivate and rewardWellness programs to keep you healthy and happyWho you are… Someone who enjoys a culture where everyone is genuinely respectful and you can be your authentic self every day. Your contributions and opinions are not only sought, but valued. You know the importance of, and live by, our core values of…Bringing clarity and focus to your workTaking ownership and doing what you say you willRemaining flexibleCollaborating with othersDoes this sound like you? We're looking for excellent people to join our team Our commitment to inclusivity is reflected in the safeguards, policies and commitments we have in place to remove barriers and provide equal opportunities to prospective and current employees, without discrimination. To apply, please email your resume to: A Human Resources representative is available to consult with applicants who require accommodation in the application or recruitment process. Any information shared by the applicant about an accommodation will be treated as confidential. If you do require an accommodation, please email ** ivari does not utilize AI in our recruitment process to screen, select, or assess applicants

📌 Senior Manager, Market Conduct - C$110,000 - C$135,000 A Year (Toronto)
🏢 ivari
📍 Toronto