Manager, Complaints and Inquiries Compliance

OMVIC is currently searching for a Manager, Complaints and Inquiries Compliance for our Toronto corporate office.

Who is OMVIC?

OMVIC (Ontario Motor Vehicle Industry Council) is Ontario’s vehicle sales regulator. OMVIC enforces the Motor Vehicle Dealers Act and other consumer protection statutes for the Ministry of Public and Business Service Delivery and Procurement. OMVIC’s mandate and role is to maintain a fair and informed marketplace by protecting the rights of consumers, enhancing industry professionalism, and ensuring fair, honest, and open competition for registered motor vehicle dealers. This is achieved by maintaining strict dealer/salesperson registration requirements; inspecting all Ontario dealers (new and used); providing free complaint handling to consumers; developing/delivering consumer and dealer education/awareness programs; and investigating and prosecuting industry non-compliance and illegal sales (curbsiding).

What we offer:

OMVIC is made up of dedicated and talented individuals who take pride in the work we do each day to ensure our mandate is being met. It is this group of people that create a collaborative atmosphere that’s inclusive, transparent, friendly, and open which works to foster the team spirit. Over and above the work environment, OMVIC offers a comprehensive benefit package including: 100% company paid dental and health, Critical Illness, and a GRRSP program.

Role Summary:

The Manager, Complaints and Inquiries Compliance, is responsible for managing the complaints investigative and administrative review process. The Manager ensures that the complaints identified for this process are appropriately reviewed in accordance with the Motor Vehicle Dealers Act (MVDA) and OMVIC’s policies.  They will make recommendations to the Director, Complaints and Inquiries and other management, as applicable, regarding all Complaints and Inquiries compliance matters within the department. Additionally, the Manager will monitor and maintain the effectiveness of the Complaints and Inquiries Compliance Team.

Responsibilities:

• Manages formal complaints by collecting information and documents, preparing witness statements, and investigative briefs.
• Collaborates with CID (Complaints and Inquiries Department) leadership to develop and maintain investigative and administrative review processes.
• Acts as a liaison between CID and OMVIC’s Investigations and Compliance Teams.
• Develops and implements policies to improve team effectiveness and efficiency, managing strategic planning.
• Analyzes team performance to achieve key performance indicators and positively impact departmental services.
• Leads and motivates the team to achieve department goals, managing individual performance, and providing training, coaching, and mentoring.
• Communicates changes in policy, procedures, and services.
• Performs other duties as assigned.

Qualifications:

• Bachelor’s degree in law, legal studies, or administration.
• 5+ years of investigations experience in a regulatory environment, and 3+ years of managerial experience.
• Proven leadership in organizing, prioritizing, and scheduling work assignments, with exceptional conflict resolution and negotiation skills.
• Excellent analytical skills for interpreting complex legislation, reviewing reports, identifying problems, and recommending improvements.
• Strong training, coaching, and mentoring abilities, with relationship-building skills at all organizational levels.
• Excellent communication skills, both verbal and written, and proficiency in MS Office.

We respectfully thank all applicants for their interest in working at OMVIC. However, we will only contact those meeting the qualifications for an interview.

OMVIC fosters an environment that respects people’s dignity, ideas and beliefs, thereby working to ensure diversity, equality and inclusion and has been committed to and will continue advocating for an environment where all persons are treated with fairness, dignity, and respect. OMVIC is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), ensuring that all individuals are treated with dignity and respect. Should you require accommodation for disability during any stage of the recruitment process, please notify the Human Resources department.