WG - Leitung responsible for intensive care outside of hospital. Join Auralis in providing quality patient care and leadership in Heppenheim.
About the role
- Assistant Vice-President leading the Canada complaints office for customer experience and regulatory compliance. Driving excellence and innovation in complaints handling and resolution.
Responsibilities
- Responsible for design and implementation of the complaints handling framework
- Lead development and governance of policies, escalation protocols, and root cause analysis for complaints
- Champion a culture of fair treatment, transparency, and continuous improvement in complaint resolution
- Partner with business areas to promote complaint awareness and support training on best practices
- Oversee the collection, classification, and analysis of complaint data to identify systemic issues, risks, and emerging trends
- Deliver executive-level reporting, dashboards, and presentations to senior management and regulatory bodies
- Implement and monitor quality assurance measures across the complaints process
- Act as the primary contact for regulators regarding complaints
Requirements
- Minimum 8 years’ leadership experience in complaints management within financial services
- Strong regulatory acumen, with knowledge of Canadian complaints regulations (FCAC, OSFI, etc.)
- Advanced analytical and critical thinking skills, with expertise in data analysis and reporting
- Customer-centric mindset, committed to fair and timely resolution of complaints
- Exceptional written and verbal communication skills, including experience preparing regulatory submissions and executive materials
- Bilingual in English and French desirable
- University degree in Law, Business, Risk Management, Compliance, or equivalent desirable
Benefits
- Comprehensive health and wellness programs
- Flexible work arrangements
- Professional development opportunities
- Annual bonus and commission
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