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.
Qualifications and Competencies:
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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.