Director, Market Conduct and Consumer Support

Role Responsibilities

The Superintendent of Insurance Office is leading one of the most significant transformations in Alberta’s insurance sector in more than 70 years through the implementation of Care-First automobile insurance (C-F). This newly created leadership role will play a critical part in shaping how Alberta regulates insurer market conduct, protects consumers, and supports confidence in the insurance marketplace during this transition.

Reporting to the Deputy Superintendent of Insurance, the Director, Market Conduct and Consumer Support will provide strategic and operational leadership to an expanded regulatory team responsible for insurer oversight, consumer support, investigations, examinations, compliance activities, and Care-First implementation readiness. This role offers a unique opportunity to influence provincial insurance regulation, collaborate with senior government and insurance industry leaders, and help shape the future of automobile insurance oversight in Alberta.

Leadership and Organizational Excellence

• Lead and oversee the Market Conduct and Consumer Support team through a Director-led structure with clear accountability, priorities, and operational workflows.
• Build and sustain a high-performing, collaborative, and engaged team culture during a period of significant organizational and regulatory change.
• Identify processes warranting improvement and lead recommendations and implementations of improvements.
• Recruit, onboard, train, and support new staff to ensure operational readiness for Care-First implementation.

Care-First Implementation and Oversight

• Provide strategic and technical leadership for all Market Conduct and Consumer Support responsibilities related to Care-First automobile insurance implementation and ongoing oversight.
• Lead insurer readiness reviews and monitor compliance with Care-First requirements, including claims handling and training readiness.
• Oversee Care-First Medical Assessment contracts, including appointment processes, contract administration, performance monitoring, and assessor oversight.

Regulatory Oversight and Consumer Support

• Direct regulatory examinations, investigations, and market conduct reviews to ensure activities are risk-based, timely, and aligned with legislative requirements.
• Ensure consumer complaints and inquiries are managed consistently, fairly, and within established service standards.
• Develop systems and monitoring approaches that identify emerging market conduct risks and support proactive regulatory action.

Compliance and Enforcement

• Interpret complex insurance legislation, regulations, and policy requirements to support sound regulatory decision-making.
• Review investigation findings and determine appropriate corrective actions and compliance responses.
• Recommend enforcement actions, including administrative penalties, Ministerial Orders, reprimands, license suspensions, cancellations, and court proceedings.
• Establish review standards and quality assurance processes to support defensible regulatory decisions.

Policy and Form Oversight

• Oversee the review, maintenance, and updating of standard automobile insurance policy and claims forms.
• Ensure insurer filings and endorsement applications are reviewed consistently and within service standards.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies:
https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

   

• Systems Thinking: Understands how legislation, insurer operations, consumer impacts, and regulatory decisions interact within Alberta’s insurance marketplace.
• Agility: Adapts quickly to emerging issues, operational uncertainty, and evolving Care-First implementation requirements.
• Drive for Results: Maintains focus on regulatory outcomes, operational readiness, service standards, and timely delivery of complex initiatives.
• Develop Networks: Builds strong, collaborative relationships with insurers, government partners, legal teams, healthcare stakeholders, and internal staff.
• Creative Problem Solving: Identifies practical solutions to new or complex regulatory issues where precedent may be limited.
• Develop Self and Others: Supports staff growth through coaching, onboarding, mentoring, and knowledge-sharing during organizational change.
• Build Collaborative Environments: Fosters a respectful, engaged, and high-performing team culture that values communication and shared accountability.

Qualifications

A bachelor’s degree in Business, Commerce, Law, Finance, Public Administration, or a related discipline. One or more of the following professional designations or credentials:

• Chartered Insurance Professional (CIP)
• Fellow Chartered Insurance Professional (FCIP)
• Fellow, Life Management Institute (FLMI)
• Financial Risk Manager (FRM)
• Chartered Professional Accountant (CPA)
• Law degree (LLB/JD)

Plus at least 7 years of experience within the insurance industry, insurance regulation, claims, underwriting, compliance, investigations, or product development. Plus progressive leadership experience managing teams, operational priorities, and organizational change.

The following are considered assets:

• Direct experience with automobile insurance reform initiatives or large-scale operational transformation projects.
• Experience overseeing contracts, vendor relationships, or independent assessment programs.
• Exposure to cross-jurisdictional regulatory collaboration or multi-stakeholder governance environments.
• Experience leading readiness assessments, operational implementation reviews, or compliance testing activities.
• Knowledge of Care-First automobile insurance frameworks or comparable insurance reform models.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. 
Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

This is a full-time position working 7.25 hours per day / 36.25 hours per week, Monday through Friday.

Final Candidates for this position will be asked to undergo a security screening. 

This competition may be used to fill future vacancies at the same or lower levels across the Government of Alberta. 

Positions will be located in the Terrace building located at 9515 107 St NW, Edmonton

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in. 

Links and information on what the GoA have to offer to prospective employees.

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Management Employee Pension Plan (MEPP) - https://www.mepp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.