Commission for Complaints for Telecom-television Services
Location
Ottawa, ON | Canada
Job description
Job Type: Maternity Leave Replacement contract (16 months), full-time, with benefits
Salary: Starting at $80,000 - $95,000 (depending on experience and qualifications), excellent benefits provided
At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. The CCTS provides a free and impartial service to customers of approximately 295 Participating Service Providers (“PSPs”), represented by over 405 customer-facing brands.
We represent an organization of unbiased, fair and highly dedicated professionals who understand the needs of disputing parties, and who diligently investigate and work towards resolutions that reflect and respect the needs of both parties.
Our Culture:
Located in our nation’s beautiful capital, the CCTS is a dynamic and growing organization that highly values its people. We foster a workplace that is supportive and emphasizes the importance of work-life balance. We value diversity and we strongly believe in supporting the growth and development of our employees, who come from varied personal and professional backgrounds.
The environment is welcoming, collegial, collaborative and team-oriented. At this time, most CCTS employees are working in a hybrid work model.
Your Role:
As the Manager of Compliance, you will play a role in managing the CCTS Compliance Monitoring and Enforcement Program and ensure the service providers sign-up to CCTS when required.
Your Responsibilities:
Directly manage CCTS’ Compliance Monitoring and Enforcement Program by monitoring and auditing Participating Service Provider (PSP) compliance further to CCTS practices, working with PSPs to come into compliance, and building relationships with PSPs to promote compliance
Report to senior management on compliance issues and trends revealed by the Program activities, and consult on how to address such issues, including making recommendations on whether and how to work with non-compliant PSPs and/or whether to commence enforcement action
Plan and manage compliance projects to ensure the work remains on time, follows process and stays within scope such as annual compliance audits
Annual reporting on CCTS’ compliance activities
Prepare documentation for Board consideration, as well as formal referrals to the CRTC
Manage the PSP sign up and referral process, ensuring that timelines and process are well followed and engaging with service providers that refuse to sign up or have questions regarding the regulatory requirements
Oversee the work done by the compliance team, including providing guidance, leadership and coaching to the team
Create and manage record management and tracking tools and processes for compliance related documentation
Collaborate with various departments across the organization to coordinate compliance promotion and monitoring efforts
Assist with relevant interviewing, hiring and staffing decisions
In conjunction with HR, action on-going HR issues such as attendance and performance impacting the team
Contribute to the annual budget process, identifying areas of priority
Assist with other tasks assigned to the Compliance group or Director as may be required from time to time
You should apply if:
You live and breathe compliance! You have a minimum three years’ working in a related position, preferably with a focus on compliance monitoring or auditing.
You have at least two years’ experience leading and/or managing a team, coupled with a proven ability to work collaboratively across various departments and teams.
You have post-secondary education in a related area.
Your Word and PowerPoint skills are great, but your Excel skills are even better. We are looking for an individual with advanced Excel skills.
You are fluent in English, with excellent written and oral communications skills.
Bilingual? Even better! French/English bilingualism is strongly preferred, and a strong comprehension of French is definitely an asset for success in the role.
Speaking of assets, understanding of telecommunications or television industry is a significant asset for this role.
Our ideal candidate is a results-focused multi-tasker, who excels at managing multiple projects and deadlines with minimal supervision. They are highly capable of organizing and planning their own work as well as the work of others. Paired with a customer-service oriented attitude, they have stellar communication skills and are able to foster relationships with service providers and staff using active listening, diplomacy and tact. They work in an unbiased manner with a high degree of accuracy, and display strong ethics and integrity in all professional functions. They see the “big picture” and have strong analytical skills and the ability to create and analyze reports to monitor operational support, drive business decisions, and identify process and production gaps. They are an experienced leader with a keen eye for detail, excellent problem-solving skills and are comfortable making decisions and judgement calls.
If you are an analytical and customer-service oriented Compliance professional who meets the qualifications listed above, we want to hear from you!
Interested candidates should prepare a résumé and cover letter and apply on our website by clicking here. Only candidates who will be selected for testing and an interview will be contacted.
The CCTS welcomes all applicants and encourages candidates from diverse backgrounds and people with disabilities to apply to join our team of dedicated professionals.
The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation in relation to a job opportunity or testing or require this posting in an alternate format, please make the request as soon as possible. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.
Job tags
Salary
$80k - $95k per year
