• Ombudsman

    Job Location CA-ON-London | CA-MB-Winnipeg | CA-QC-Montreal | CA-ON-Toronto
    Posted Date 3 weeks ago(11/21/2018 4:45 PM)
    Job ID
    London Life
    Job Category
    Job Type
    Full Time
    Job Industry
    Financial Services and Banking, Insurance
    Career Level
    Posted End Date
  • Job Description

    This role will provide oversight of the business complaint handling process as well as being accountable for the review and assessment of escalated complaints within the Canadian operations of Great-West Life, London Life and Canada Life.  It is critical to supporting our efforts regarding the fair treatment of customers.


    The Ombudsman will be responsible for recommending resolution of complex and sensitive complaints, for analyzing and reporting on trends in complaints, and for providing guidance to the business relating to enhancement of the organization’s complaint handling framework and practices.


    It is a high-profile role requiring frequent contact with dissatisfied customers, legal counsel, senior management and regulators on sensitive matters. It requires a deep understanding of the business as well as the ability to identify opportunities to improve customer outcomes and reduce potential reputation risk while acting with a sense of urgency to address those issues.  It involves influencing others through effective communication to achieve customer focused outcomes.


    Preferred location of this position is in London, but we are open to candidates in Winnipeg, Montreal and Toronto.  



    • Manage a confidential and independent process that facilitates fair and equitable resolution of escalated complaints
      • Provide recommendations, reviewing each case based on the individual facts involved
      • Challenge the business decision in cases where the business response may not have fully considered all relevant factors
      • Escalate matters to appropriate levels within the organization as necessary
    • Analyze, identify and assess trends in complaints
      • Proactively analyze complaints data for trends, emerging issues and root causes
      • Identify gaps in existing processes, policies and programs and work with business units to develop strategies to address gaps
    • Support complaint reporting to the Senior Management and the Board
    • Maintain, assess and enhance the complaints handling and reporting process
    • Build awareness of the value and importance of the complaints reporting process and promote a culture of fair treatment of customers, including development and delivery of customized training
    • Provide subject matter expertise with respect to handling of complex or sensitive complaints
    • Act as the primary contact for Federal and Provincial regulators regarding complaints


    Qualifications and Competencies:

    • 8 to 10 years leadership experience in the financial services industry, preferably in insurance dealing with complaints, dispute resolution or investigations
    • Post secondary degree, preferably L.L.B., CPA, or other relevant professional designation such as CSC and CPH
    • Candidates with training in Dispute Resolution or Investigations will be given preference.
    • Strong influencing/persuasion skills and the ability to lead others
    • Strong critical thinking and analytical skills including experience in data analysis and trending.
    • Strong computer skills with significant experience with MS Word Excel and PowerPoint. Experience with Complaint Management software an asset.
    • High interpersonal and relationship building skills
    • Ability to manage multiple priorities and comfortable performing under deadlines
    • Expert written and oral communication skills
    • Ability to lead change management initiatives


    Discover your opportunity…Apply today!


    Great-West Life offers competitive compensation, great benefits such as medical, dental, life insurance, wellness account and personal days not to mention onsite cafeteria and fitness facilities.  If you’d like to join our team submit your information online and introduce yourself.


    Together Great-West Life, London Life and Canada Life serve the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations.


    We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential.


    Great-West Lifeco would like to thank all applicants, however only those who qualify for an interview will be contacted.




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