Job Posting: Manager of Compliance & Customer Experience

Ayr Farmers Mutual Insurance Company is seeking a Manager of Compliance & Customer Experience

About The Position

Manager of Compliance & Customer Experience

The Manager of Compliance & Customer Experience plays an important part in protecting what matters most to our Policyholders and the trust they place in us. You will lead our compliance program, regulatory affairs, and customer experience, and take on an independent feedback and resolution process as our Company Ombudsman, making sure every concern is heard, addressed, and used to make us better. With regular visibility to our Leadership Team and Board of Directors, you will partner closely with every department across the Company to bring our policies, regulations, and quality standards to life, fairly and consistently.

As the successful candidate, you bring strong judgment and clear thinking to complex, evolving requirements, and you take genuine pride in being the person others turn to when something needs to be looked at fairly and independently. You are detail-oriented, adaptable, and driven by doing right by our Policyholders and the communities we serve.

Positions available: 1

Hiring annual salary range: $80,000-$95,000

Why Choose Ayr Farmers Mutual?

• Together, we care for and support our members and communities to thrive.
• The opportunity to work with a reputable company that cares about our People, our Policyholders and the Communities we serve.
• We offer a supportive learning environment.
• We invest in your growth and celebrate your achievements.
• You'll be part of a company with 130+ years of stability and local roots.
• Make a real difference in your community while building a sustainable career.
• Competitive employer-matching Pension Plan.
• Employer-paid Group Healthcare Benefits Plan, including a Health Care Spending Account.
• We offer a hybrid working environment.
• Dress for your workday flexibility.

Responsibilities

Learn More About Our Company

• Lead an independent feedback and resolution process as our Company Ombudsman, making sure Policyholder feedback is heard, addressed fairly, and used to strengthen our service.
• Interpret regulatory and legal requirements and lead the design, oversight, and facilitation of AFM's compliance program to ensure ongoing adherence.
• Shape and maintain compliance-related policies that keep our company aligned with evolving regulatory requirements.
• Coordinate required regulatory reporting and build strong relationships with regulators and industry partners.
• Lead compliance projects and bring practical guidance to teams navigating compliance considerations across the organization.
• Own the Internal Quality Review Program, including audits, spot checks, and calibrations, and follow through to make sure findings turn into action.
• Support the Company Privacy Officer function, including leading our Incident Response Team for privacy-related incidents, as experience and fit allow.
• Ensure Fair Treatment of Customers and oversee the collection, monitoring, and resolution of customer feedback and complaints.

Skills & Experience

• Post-secondary education, or equivalent experience; CIP, CRM, or similar designation is required.
• Broad knowledge of P&C insurance functions, regulations, and quality review processes.
• Experience leading or contributing to compliance, audit, or quality assurance programs, with a track record of managing multi-step projects independently.
• Experience interpreting and implementing legal and regulatory guidance.
• Experience with Ontario Mutuals or FSRA regulated organizations is an asset.
• Strong communication and interpersonal skills, with experience developing and articulating policy at a senior level.
• Ability to build strong, collaborative relationships across departments and with external partners, including regulators and industry bodies.
• High degree of discretion and sound ethical judgment when handling sensitive or confidential matters.

About Ayr Farmers Mutual

Ayr Farmers Mutual is a financially strong, Policyholder owned and progressive property and casualty mutual insurer with written premiums of over $60 million annually. We offer farm, residential, commercial, marine, and automobile protection, and coverage through a dedicated network of Agents and Brokers. We service the Southwestern Ontario region, and are located in close proximity to Kitchener, Waterloo and Cambridge.

Since 1893, the knowledgeable and caring team members of Ayr Farmers Mutual have been providing products and services that provide protection and peace of mind for our Policyholders and the community. What makes us different is our commitment to providing outstanding, personalized customer service. We continually strive to put our Policyholders and our communities first, and to ensure that every individual we serve is treated with fairness and respect.

Ayr Farmers Mutual provides training, education, work life balance, wellness opportunities, community contributions and a fun and friendly working environment.

Our team is proud of our culture. We live by our core values and genuinely care for one another and our Policyholders. We celebrate our successes and have a supportive work environment that encourages everyone to be their best. Together, we care for and support our members and community to thrive!

Accommodation at Ayr Farmers Mutual Insurance Company

We are committed to a selection process and work environment that is inclusive and barrier free. Human Resources will work with the applicant and the selection committee to arrange reasonable and appropriate accommodation for the selection process which will enable you to be assessed in a fair and equitable manner.

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