Senior Director, Case Assessment, Complaints & Inquiries

Position Title: Senior Director, Case Assessment, Complaints & Inquiries Department: Enforcement Location: Toronto, Calgary, Vancouver, Montreal Employment Type: Regular Working Arrangement: Full-time, Hybrid About Us As a self-regulatory organization, the Canadian Investment Regulatory Organization (CIRO) is committed to setting high regulatory standards for the investment industry, safeguarding investors, and supporting the integrity of Canada’s capital markets. Join a growing team and contribute to the dynamic and complex world of Canadian capital markets.

About This Opportunity The Senior Director, Case Assessment, Complaints and Inquiries is a critical leadership role within CIRO’s complaint intake and Enforcement functions. The Senior Director is responsible for the management and oversight of all complaints and inquiries received by CIRO from the investing public, ensuring consistent responses and promotion of appropriate cases. These complaints and inquiries, which are primarily handled by a team of senior complaints and inquiries specialists across the country, may relate to CIRO Investment Dealer and Partially Consolidated (IDPC) Rules, Mutual Fund Dealer (MFD) Rules and/or the Universal Market Integrity Rules (UMIR), CIRO’s internal policies and procedures, the investment industry generally, investor complaint handling by CIRO dealers, compensation options for investors who suffer losses, or any other topic. The Senior Director tracks and analyzes the volume and nature of incoming complaints and inquiries to detect trends and high priority matters, provides statistical reporting on these matters both internally and externally, and develops strategic responses to promote CIRO’s investor protection mandate. The Senior Director is also responsible for the management and oversight of CIRO’s case assessment group involving the review and assessment of potential violations of CIRO Dealer Member Rules by CIRO dealer members and their representatives. The Senior Director, with the assistance of a team of case assessment managers, will oversee the conduct of all case assessments across the country to ensure a consistent and coordinated approach. As part of CIRO’s case assessment function, the Senior Director is responsible for all reviews of ComSet events filed by CIRO dealer members. The Senior Director ensures that all case assessments are carried out competently and on a timely basis. The Senior Director will also work closely with the Directors of Enforcement Litigation and Investigations to ensure the Enforcement Department operates efficiently and effectively.

Core Responsibilities Operational Leadership and Oversight

Direct, advise, and oversee all complaint, inquiry and case assessment activities

Responsible for decisions related to the Case Assessment and Complaints & Inquiry (C&I) groups

Ensure teams are providing consistent, effective and efficient review of complaints, inquiries and case assessments

Actively participate in the overall management of the Enforcement and C&I Departments and provide strategic and operational support

Resolve complex, ambiguous issues such as complaints that have escalated beyond the responsible manager

Oversee intake, assessment and recommendations for action based upon Whistleblower reports

Monitor department activity for trends and urgent issues

People Leadership and Team Development

Ensure the C&I and Case Assessment groups have the tools, training and resources necessary to execute their responsibilities

Provide leadership to the team of C&I Specialists and Manager, Case Assessment Managers, Case Assessment Officers, Case Assessment Analysts, and support staff

Strategic Direction and Policy Development

Act as strategic advisor to the Vice President, Complaint Intake and Operations

Set direction in key business areas, and develop relevant policy/strategic initiatives that will enhance the overall efficacy of complaint, inquiry and case assessment handling

Act on behalf of the VP and SVP as required

Cross Functional and External Collaboration

Represent the department to external stakeholders including the provincial securities commissions

Collaborate with the Corporate Communications & Public Affairs and Office of the Investor departments to ensure consistent public messaging

Regularly collaborate with the Directors, Investigations to ensure promotion of appropriate case assessment matters

Work closely with other CIRO departments to inform, assist or collaborate

Reporting and Compliance

Create and produce various statistical reports for the C&I Department to a variety of internal and external sources

Assist with the Enforcement Department’s regular reporting requirements to the CSA, CIRO board or senior management

Education And Experience

University degree and/or professional designation in finance, business administration, accounting or law and/or equivalent work experience

At least ten years’ experience in capital markets regulation

At least five years of managing people leaders

Relevant industry courses

Demonstrated experience managing change in an increasingly fast-paced and changing environment

What You Bring

Broad and comprehensive expertise in leading-edge theories, techniques and/or business practices within the conduct of case assessments in the criminal or regulatory context

Advanced knowledge of the capital markets and securities industry, including dealer operations, retail sales, trading, complaint handling and compliance

Solid knowledge of the securities regulatory framework including securities legislation, and in particular CIRO Dealer Member Rules and UMIR

Understanding of the direction taken by the organization on issues pertinent to the area of responsibility

Sound business judgment

Solid knowledge of the operation of other CIRO departments

Strong ability to build relationships and work closely with internal and external stakeholders at all levels

Strong problem-solving and critical-thinking skills to comprehend complex issues

Working knowledge and application of dispute resolution methods

Team player with excellent leadership skills

Excellent communication, presentation and writing skills

Demonstrated initiative and dependability

Excellent organizational skills

Bilingual (French/English) is an asset

What we offer

Competitive total rewards program including performance-based bonus *

Hybrid work environment

Employer paid Health Benefits and Spending Account that offer flexibility to meet your individual or family needs as of day one*

Defined Contribution Pension Plan with company matching that starts on your first day of employment*

Paid flex days and wellness days*

Maternity and Parental Leave top up *

Paid continuous learning and continuing development including designations*

*Asterisked offerings are not applicable to contracts

Why the Canadian Investment Regulatory Organization (CIRO) Culture and Working Environment Life at CIRO is purpose and performance-driven. We foster an inclusive culture where teamwork, a forward-thinking attitude, and integrity are at the core of everything we do. This creates an environment where employees thrive, grow, and are empowered to learn and contribute their best.

Joining CIRO means becoming part of a dynamic and transparent organization that values accountability and is committed to maintaining the highest standards of regulatory oversight in the financial industry.

Our Commitment CIRO is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CIRO will provide accommodation to job applicants with disabilities throughout the recruitment process. Should you require accommodation, please contact Human Resources.

CIRO is a pan-Canadian organization that oversees all investment dealers and trading activity in marketplaces across Canada. This position requires the ability to communicate with employees in CIRO regional offices and other CIRO stakeholders across Canada. Accordingly, proficiency in both official languages of Canada (French and English) is needed. Due to the frequent interactions with internal and external English-speaking members, clients, representatives, firms, Canadian provincial and territorial securities regulators, and employees situated outside of Quebec, the position requires a fully bilingual candidate.

We are committed to creating an inclusive and barrier-free recruitment and selection process across Canada. We welcome applications from all qualified individuals and are dedicated to providing accommodations upon request for candidates participating in all aspects of the recruitment process, in accordance with applicable human rights and accessibility legislation.

Our Recruitment Process

This posting reflects an active vacancy on our team

We use automated (AI) tools to assist with candidate sourcing and communications. Applications are reviewed by our hiring team and hiring decisions are made by people.

This role has a hiring range of $178,500 - $220,500 with the placement and offered salary being based on knowledge, skills, education/training and experience, as well as external market conditions and internal equity.

While we appreciate receiving applications, only those applicants who closely meet the position requirements will be contacted. #hiring

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