Job title: Lead, Compliance – Member Outcomes & Conduct Risk

Job location: Remote

Reason for hiring: Current Vacancy

Salary Range: The expected base salary range for this position is $92,000 -$120,000

Who we are The Commonwell Mutual Insurance Group isn’t just another insurance company — we’re a property & casualty mutual insurer with deep roots in Ontario communities. We’re proud to lead the industry by offering a mutual experience grounded in history, opportunity, and exceptional service.

At The Commonwell, we believe in profitable growth, creativity, development, and having fun while doing meaningful work. We support work-life balance and take pride in delivering on our promises.

Our promise to you

At The Commonwell, we’re all about Protecting Individuals, Together. Our vision is to create a workplace where everyone can thrive, be their authentic selves, and bring their whole self to work.

We are committed to inclusion in recruitment, hiring, career development, and advancement. We actively work to eliminate bias from our processes and welcome diversity of thought, background, and experience.

We promote open dialogue, offer unconscious bias and inclusivity training, and support employee resource groups to ensure that diverse perspectives are heard and valued.

The Opportunity The Lead, Compliance – Member Outcomes & Conduct Risk, is responsible for the execution and oversight of complaint handling, member-facing regulatory obligations, Ombudsman activities and conduct risk compliance activities. The role supports the organization’s compliance with FSRA, CCIR and other applicable regulatory requirements by overseeing the enterprise complaint handling framework, maintaining regulatory reporting, the organization’s Fair Treatment of Customer’s (FTC) framework and compliance procedures to ensure compliance with the Unfair and Deceptive Acts and Practices Rule (UDAP). Reporting to the Vice President,



Legal & Regulatory Compliance, the role acts as a subject member expert in member outcomes across the enterprise, with a particular focus on conduct risk, regulatory compliance and fair customer outcomes across the insurance lifecycle.

Who you are

You are someone who brings energy, curiosity, and care to your work. You thrive in a collaborative environment and are passionate about delivering exceptional service. Some key qualities you bring:

- Strong customer service orientation
- Excellent written and verbal communication
- Team-oriented and engaging
- Independent judgement, critical thinking and sound reasoning in high-pressure or sensitive situations

How you will create an impact

- Acts as the primary owner and administrator of the Complaints Officer function for the organization, responsible for handling complaints that remain unresolved at the business unit level.
- Administer and continually enhance the complaint handling framework in alignment with FSRA and CCIR requirements.
- Conduct independent, objective reviews of escalated complaints to ensure fair customer outcomes.
- Review complaint trends and identify systemic issues and conduct risks, escalating concerns to senior leadership.
- Promote and support a culture of fair treatment of customers across the organization and adherence to the Unfair and Deceptive Acts and Practices rule.
- Monitor regulatory developments and recommend changes to policies, procedures and controls to maintain compliance.

What you will bring

- 5+ years of experience in regulatory compliance,



claims or complaint handling within a regulated environment.
- Demonstrated experience handling complex or escalated complaints, including Ombudsman-level or dispute resolution matters.
- Strong knowledge of FSRA expectations, CCIR complaint handling guidance and FTC principles.
- Experience identifying and managing conduct risk within claims or customer-facing operations.
- Excellent analytical, investigation and decision-writing skills.
- Ability to influence and challenge stakeholders effectively while maintaining strong working relationships.

Perks of being a Commonwell Crew Member

- Remote-first workplace
- Flexible Work Policy
- Competitive compensation and benefits package
- Opportunities for training and career development
- Community involvement and volunteering opportunities
- Corporate Wellness Program

About the Salary Ranges

Please note that the salary range mentioned in this job posting should serve simply as a guide. The final compensation offered may vary based on a variety of factors, including a candidate’s experience, skills, and location. Our company is committed to providing a fair, equitable, and competitive package that reflects the value an individual brings to the organization and that aligns to the market.

Our Hiring Approach

We believe in human-centred hiring. The Commonwell does not use artificial intelligence to screen or evaluate candidates — your application will be reviewed by a real person on our team.

We thank all applicants for their interest however, only those selected for an interview will be contacted.

Accommodations The Commonwell is an equal opportunity employer committed to ensuring barrier free employment practices. Should you require accommodations throughout the recruitment process, please let us know, and we will work with you to meet your needs.

JOIN THE #Commonwell Crew! We saved you a spot!

📌 Lead, Compliance – Member Outcomes & Conduct Risk (Canada)
🏢 The Commonwell Mutual Insurance Group
📍 Canada