The Manager, Complaints & Compliance is responsible for managing a team of Counsel, Law Clerks and Administrators in Complaints & Compliance to ensure the accurate, timely and efficient intake, screening, routing and resolution of complaints. Ensures timely administration of, and compliance with, various processes mandated under by-laws, rules, legislation, and agreements, including LawPRO referrals, licensing applications, mobility permits, foreign legal consultants, multi-discipline partnerships and affiliations. Works with the Assistant Managers, Counsel, Team Leader, and staff to develop, improve and implement policies, processes and procedures related to Complaints & Compliance. Acts as Counsel to other departments in the Client Service Centre (CSC) as required, ensuring quality service to all clients in the regulation of the legal professions in Ontario.
Client/Customer Service Planning
Client/Customer Service Delivery
Performance Goals, Targets and Standards
Communication and Interpersonal Skills
Problem Solving and Judgement
Technical Competence / Professional Knowledge