Job Posting - Manager, Complaints Intake - Registered Insurance Brokers of Ontario (RIBO)

About the Company

Established in 1981, the Registered Insurance Brokers of Ontario (RIBO) is the self-regulatory body that licenses and oversees general insurance brokers in Ontario. With a mandate to protect the public interest, RIBO regulates the professional conduct and competence of over 22,000 licensees across the province. As Ontario’s insurance broker regulator, we play a critical role in ensuring consumer trust and maintaining high standards within the profession.

RIBO’s core responsibilities include setting qualification standards, licensing individuals and firms, monitoring compliance, developing regulatory policy, and addressing professional conduct concerns through complaints and discipline processes.

We currently have a newly created vacancy and are seeking a full-time Manager, Complaints Intake.

Position Summary

The Manager, Complaints Intake plays a critical role in advancing RIBO’s public protection mandate. As the leader of the Intake function, the Manager ensures that all complaints received from consumers, licensees, and members of the public are triaged, assessed, and processed efficiently and in accordance with the Registered Insurance Brokers Act, By-laws, Regulations, and the Code of Conduct.

The Manager works closely with the Manager, Investigations to review matters authorized for investigation and to support a seamless transition of files to the Investigations Department.

In addition to case oversight, the role is responsible for departmental operations, including the development and maintenance of intake procedures, documentation standards, service levels, and reporting. The Manager ensures that complaints are evaluated promptly, documented accurately, and escalated appropriately, supporting RIBO’s overall regulatory effectiveness and commitment to fair, transparent processes.

Key Responsibilities

Leadership, Coaching & Team Development

1. • Lead and develop a team of Complaints Officers, including onboarding, training, coaching, and performance management.
   • Promote consistent high‑quality work, professional growth, and achievement of departmental objectives.
   • Provide guidance on complex, sensitive, or high‑risk files and ensure appropriate escalation.

Intake Operations, Triage & Decision‑Making

• Oversee the intake, triage, and assessment of all complaints and inquiries to determine jurisdiction, regulatory relevance, priority, and next steps.
• Ensure files are processed in accordance with service standards, regulatory requirements, and documentation expectations.
• Maintain and enhance intake workflows, templates, guidelines, and decision tools.
• Ensure matters authorized for investigation are documented and prepared appropriately for transfer.

Risk Assessment, Early Resolution & Quality Assurance

• Apply a risk‑based approach to intake decisions, identifying urgent or high‑risk matters for timely escalation.
• Oversee early or informal resolution pathways, ensuring consistent application of thresholds and fairness principles.
• Establish and maintain quality standards for documentation and decision rationale.
• Conduct periodic reviews and implement improvements based on findings.

Systems Oversight, Data Integrity & Reporting

• Oversee the integrity and maintenance of the Intake tracking system, dashboards, and reporting outputs.
• Prepare or coordinate statistical and analytical reports for leadership, including trend analysis and operational insights.
• Collaborate with technology teams to implement system and report improvements.

Stakeholder Engagement, Trend Analysis & Cross‑Functional Collaboration

• Communicate with complainants and licensees to clarify information, manage expectations, and provide process updates.
• Ensure communications are professional, accessible, and aligned with a public‑interest, client‑service approach.
• Monitor complaint data to identify trends, systemic issues, and emerging risks; advise leadership on potential operational impacts.
• Recommend opportunities for policy development, guidance materials, or educational initiatives based on intake insights.
• Collaborate with other departments to support seamless case transfer and organizational alignment.
• Provide additional operational support, where needed, by performing limited Complaints Officer responsibilities (e.g., intake, jurisdictional screening, or preparation of referral materials) during periods of high volume or to ensure continuity of service.

Qualifications

• RIBO licensee, in good standing, with 7+ years of industry experience (Principal Broker experience an asset).
• 5+ years of leadership, supervisory, or senior‑level experience providing guidance, coaching, or oversight.
• Experience applying legislation, regulations, and Codes of Conduct in a regulatory, compliance, or complaints‑handling environment.
• Experience with complaints intake, triage, investigations, or regulatory case management considered an asset.
• Degree in law, business, public administration, or related field considered assets.

Skills

• Strong communication, analytical, critical‑thinking, and decision‑making abilities.
• Ability to assess risk, identify high‑priority matters, and exercise sound judgment.
• High attention to detail with strong documentation and quality‑review skills.
• Ability to manage sensitive or complex interactions with professionalism and empathy.
• Demonstrated leadership skills, including coaching and supporting staff.
• Proficiency with case management systems, data tools, and Microsoft Office.
• Strong organizational skills with the ability to manage competing priorities.
• Ability to work collaboratively across teams and interpret data to identify trends.

What RIBO Offers

• Competitive Salary: Hiring range of $85,000 – $100,000, commensurate with experience.
• Retirement Savings: Up to 8% matching RRSP contributions to help you plan for the future.
• Health & Wellness Coverage: Robust health and dental benefits that go beyond the basics to support your overall well-being.
• Generous Paid Time Off: More than just standard vacation — our time-off policies include personal and sick days, a winter break, and early closures before long weekends to support true work-life balance.
• Professional Growth: Access to a dedicated training and education fund to support your ongoing learning and career development.
• Supportive Culture: Be part of a positive, collaborative environment where your ideas are valued and your contributions make a difference.

The Application Process

If you are interested in this role, please submit your resume and cover letter to careers@ribo.com including Manager, Complaints Intake in the subject line.

Your cover letter should include:

• What interests you about RIBO
• What interests you about the role
• How your experience would contribute to success in this position

Application Deadline: April 1, 2026

At RIBO, we value diversity, equity, inclusion, and belonging. We are committed to building inclusive teams and an equitable workplace for all employees. We strive to provide an accessible candidate experience and encourage applicants to request accommodation by contacting careers@ribo.com.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.