Manager, Compliance and Complaints

Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s travel agencies, booking websites and tour operators. TICO administers the Travel Industry Act, 2002 on behalf of the Ontario government.

 

As a consumer protection organization, TICO facilitates a consumer complaints process and administers the Ontario Travel Industry Compensation Fund. By booking travel with a TICO registered company, consumers have access to added protection.

 

At TICO, we are an organization that embraces inclusion and fairness. We are committed to fostering a culture of inclusivity, equity, and accessibility for all. As a team, we celebrate diversity in all its forms, while encouraging individual growth and innovation, because we feel it makes for an inspiring workplace where people are empowered and engaged.

 

This position offers valuable exposure to Ontario’s regulatory and compliance sector and TICO’s consumer protection mandate. This posting is for two existing full-time temporary project positions, each for a term of up to one year. TICO offers a hybrid working environment. The successful candidate will conduct onsite inspections across the province of Ontario and work onsite at TICO’s office in Mississauga as required. TICO’s typical working hours are 8:30 a.m. to 4:30 p.m. This role requires flexibility to accommodate inspections and extensive travel requirements.

 

Under the direction and guidance of senior Compliance Team members, the Compliance Officer supports TICO’s compliance program by providing information to stakeholders, reviewing documentation and conducting primarily routine, lower-risk compliance reviews and inspections. The Compliance Officer is appointed by the Registrar as an Inspector under the Travel Industry Act, 2002 and applies established procedures, templates and risk criteria to identify and document potential contraventions of the Act or Ontario Regulation 26/05. Complex, high-risk, novel or enforcement-sensitive matters are referred to senior Compliance Team members or management.

The successful candidate must be self-motivated, possess strong interpersonal skills, and demonstrate the following competencies:

 

·      Communications – Excellent communication skills, both written and verbal. The ability to convey information

clearly, effectively and in a professional manner.

·      Teamwork – Ability to work collaboratively in a respectful and considerate manner that supports a cohesive and

positive work environment consistent with the values of the organization.

·      Service Excellence -Understands stakeholder concerns and responds promptly and professionally with

appropriate information or solutions.

·      Accountability: Achieves deliverables within established time frames, follows established procedures, and accepts

accountability for assigned work.

·      Innovation – Demonstrates a proactive approach to recommend and/or embrace new ideas, methods or solutions

for progress and advancement of the organization.

·      Functional Expertise –Applies the knowledge, skills, and experience required to perform assigned compliance

responsibilities accurately and professionally.

 

 

·      Examine all information and applicable supporting documentation against the requirements of the Travel Industry Act, 2002 and Regulation 26/05 to identify any contraventions.

·      Communicate and provide information in a professional and timely manner in writing, over the telephone or in person to achieve the goal of establishing an understanding of the issues of compliance including any provisions of the Act and Regulation that may be applicable.

·      Complete Risk Assessments evaluating all established financial and non-financial criteria to determine the registrant's risk rating and compliance with the Travel Industry Act, 2002 and the Regulation 26/05.

·      Support TICO’s compliance activities by conducting on-site risk assessment inspections of registrants assessed as lower risk, or otherwise suitable for assignment, under TICO’s Risk Assessment Policy, risk score matrix and inspection cycles, using established procedures under the guidance and review of senior Compliance Team members.

·      Prepare Inspection Findings Reports summarizing all compliance issues including contraventions of the Act and Regulation revealed during inspections and review all findings with registrants and answer any questions they may have.

·      Conduct compliance visits, as required, for the purpose of identifying unregistered travel sellers and/or verifying former registrants that have ceased operating at the registered place of business after termination or after voluntarily terminating or having their registration revoked.

·      Conduct compliance reviews of registrant marketing including websites, social media and miscellaneous advertisements for compliance with representation, invoicing and disclosure requirements.

·      Review and address referrals from the Complaints Department with registrants in a timely manner to achieve compliance and ensure future travellers are not similarly affected.

·      Perform timely follow up of all non-compliance issues, including preparation of written correspondence to registrants and non-registrants to ensure that all issues identified during all risk assessments or compliance reviews are corrected.

·      Maintain an effective escalation process for the timely correction of non-compliance with a priority on high-risk registrants to minimize risk to the travelling public.

·      Maintain a compliance file record of each case in TICO’s database to ensure that all relevant supporting documentation including all communications are documented in a professional manner to support further administrative or legal action such as a Notice of Proposal to Revoke or an Investigation Order, if required.

·      Maintain and keep current TICO’s Document Management System (DMS) with all compliance records, e.g., supporting documentation and communications.

·      Bring to the attention of Management any compliance issues, incidents or developing trends of concern that require consideration for further escalated enforcement action.

·      Participate in and present educational webinars to stakeholders on regulatory requirements and compliance standards, as required.

·      Collaborate with other internal departments as required.

·      Assist with special projects, initiatives and other duties, as needed.

 

·        Experience in conducting on-site inspections and/or audits involving financial or operational compliance; preference given to previous experience working with a regulatory body or in a government-regulated environment.

·      Knowledge of financial accounting principles, internal controls and operational compliance.

·      A degree or diploma in Accounting, Finance, Business Administration, Regulatory Compliance, or related field with minimum 2-4 years’ experience.

·      CPA, CIA, CFE or equivalent accreditation is an asset but is not required.

·      Demonstrates strong organizational skills, attention to detail and excels at multitasking to proficiently handle multiple files.

·      Demonstrates investigative skills with strong analytical judgement and proficient problem-solving abilities.

·      Demonstrates flexibility and the ability to work independently or work effectively as part of a team environment.

·      Excellent command of the English language, both verbally and in writing.

·      Excellent customer service skills, interpersonal skills and the ability to deal with stakeholders regarding difficult or challenging situations in a professional manner.

·      Mediation/negotiation skills are an asset.

·      Willing to travel for on-site inspections in the Province of Ontario.

·      Knowledge and experience of the travel industry is an asset.

·      Knowledge of the Travel Industry Act, 2002 and Ontario Regulation 26/05 is an asset.

·      Strong knowledge of Microsoft Office suite of applications, CRM systems, and a practical understanding of emerging technologies and digital mindset.

·      Bilingualism (English, French or other language) is an asset.

 

 

The working conditions and physical demands blend a typical office setting with the flexibility of a hybrid work-from-home arrangement and may include extended periods of sitting and/or standing. Travelling in the Province of Ontario to places of business both commercial and residential is required. A valid Ontario Class G driver's license with a clean driving record is required.

 

The successful candidate must have access to and be willing to use their own vehicle, as well as TICO vehicle when available, for business-related travel. Authorized business travel expenses, including mileage for approved use of a personal vehicle, will be reimbursed in accordance with TICO’s applicable policies and prescribed reimbursement rates.

 

This position requires extensive travel throughout the province of Ontario, including regular visits to registrants and other stakeholder locations across the province. The majority of on-site inspections are located within the Greater Toronto Area (GTA); however, travel throughout Ontario, including more remote locations, may be required. Candidates from across Ontario are encouraged to apply.

 

The position reports to the Manager, Compliance and Complaints and has no direct reports. The Compliance Officer will work closely with senior Compliance Team members, who provide training, direction, file review, quality assurance and escalation support. Work assignments may increase in complexity as the incumbent demonstrates the knowledge, judgment, and proficiency required to perform additional responsibilities.

 

 

Applications must be submitted by 11:59 p.m. ET on September 30, 2026. We thank all applicants for their interest; however, only those selected to proceed in the recruitment process will be contacted.

 

TICO may use artificial intelligence to support the screening, assessment, or selection of applicants for this position.

 

TICO is committed to an accessible and inclusive recruitment process. Accommodation is available upon request for candidates participating in all stages of the recruitment and selection process.