Complaint Manager jobs

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a permanent employee:

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role

Join the Prevention, Default Management and Claim (PDMC) within Multi-Unit Insurance team, in the Manager, Prevention, Default Management and Claim, Multi-Unit Insurance position. In this role, you will lead a team responsible for the delivery of prevention, default management, claims, and borrower compliance activities within CMHC's insured Multi-Unit portfolio. You will drive operational performance, manage lender relationships, mitigate risk, and champion continuous improvement while fostering a high-performing and engaged team. This is an exciting opportunity for a collaborative leader who thrives in a dynamic environment and enjoys balancing people leadership, stakeholder relationship management, and strategic decision-making.

What you'll do:

• Lead, coach, and develop a high-performing team, fostering a culture of accountability and continuous improvement.
• Oversee prevention, default management, claims, and borrower compliance activities within CMHC's multi-unit insurance portfolio.
• Align team priorities and resources to achieve business objectives and operational excellence.
• Drive process improvements to enhance efficiency, service delivery, and client experience.
• Analyze portfolio trends, risks, and performance to develop effective mitigation strategies.
• Build strong relationships with lenders, stakeholders, and internal partners to support successful outcomes.
• Collaborate across the organization to resolve complex issues and implement strategic solutions.
• Monitor key performance indicators and portfolio quality to ensure sound risk management and informed decision-making.

What you should have:

• An undergraduate degree in Business Administration, Finance, Real Estate, Law, or a related field.
• A minimum of seven years of relevant experience, including two to three years in people leadership or supervisory role.
• An equivalent combination of education and experience may be considered.
• A strong understanding of mortgage lending, insurance products, risk management, and related operational processes.
• A demonstrated ability to lead teams through change and achieve results in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making capabilities.
• Exceptional communication and influencing skills, with the ability to engage a variety of stakeholders.
• A proven ability to build trusted relationships and collaborate effectively across teams and with external partners.

Posting closing date: Note, the competition will remain active until filled.

Our commitment to diversity, equity, and inclusion

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada.

CMHC is an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our mission.

Learn more about our commitment to diversity and inclusion

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process. If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!