Regulatory Operations Manager, Case Management

Job Description

Regulatory Operations Manager, Case Management

Job Type: Full-Time 
Location: Toronto, ON 
Work Model: 100% Remote
Salary: $95, 475 - 112, 234 Per Year
Sector: Regulatory 
Benefits: Health and Dental Coverage, 12 personal days, 15 days of vacation  

We are partnering with a regulatory organization seeking an experienced Regulatory Operations Manager to lead a specialized team responsible for addressing a high volume of professional regulatory cases as part of a focused operational project.

This role is ideal for a leader with regulatory experience, strong project management skills, and the ability to drive results in a fast-paced environment. The successful candidate will oversee case workflows, track team performance, identify process improvements, and ensure the timely resolution of files while maintaining regulatory standards and fairness.

This is a 12-month project-based leadership role focused on improving operational efficiency and supporting the resolution of a backlog of regulatory cases.

Key Responsibilities

• Lead and manage a team responsible for reviewing and processing regulatory cases within defined timelines.

• Develop and implement a project plan to manage high case volumes and improve workflow efficiency.

• Monitor case progression, team productivity, and timelines to ensure consistent and timely case resolution.

• Identify process gaps, operational risks, and regulatory issues, and recommend improvements.

• Review case files to assess risk, ensure completeness of documentation, and determine appropriate next steps, including informal resolution or escalation.

• Provide coaching, guidance, and leadership to team members managing intake and investigation processes.

• Prepare and coordinate materials for committee review and ensure cases are presented within required timelines.

• Track and analyze operational data to produce senior-level reporting and insights to support decision-making and process improvements.

• Support continuous improvement initiatives to enhance regulatory processes and service delivery.

Qualifications

• Post-secondary education in a relevant field or equivalent professional experience.

• 5–7 years of leadership experience in a regulatory, compliance, investigations, or professional discipline environment.

• Demonstrated project management experience, particularly in high-volume or backlog reduction initiatives.

• Strong analytical and problem-solving skills with the ability to assess risk and interpret complex case information.

• Experience managing high case volumes in a fast-paced operational environment.

• Strong leadership skills with experience coaching and developing teams.

• Excellent stakeholder communication and reporting skills.

• Experience working with case management or database systems.

Work Conditions 

• Physical demands are limited to lifting or carrying light objects and sitting or standing in one location for most of the time.

• High fluctuations in work volumes.

• Occasional exposure to angry, upset, or irate individuals (e.g., members or employers concerned about their payments).
  
  
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