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 is a full-time position. TICO offers a hybrid working environment. The current expectation would be for the successful candidate to work onsite at TICO’s office in Mississauga 1 or 2 days per week and offsite from home for the remainder of the week. TICO’s typical working hours are 8:30 a.m. to 4:30 p.m., though this role is flexible.

Job Purpose

A Compliance Officer provides information, guidance and advice to stakeholders pertaining to various compliance matters as they relate to the Ontario Travel Industry Act, 2002 and Ontario Regulation 26/05. Compliance Officers are also Inspectors, designated by the Registrar, Travel Industry Act, 2002 and as such are involved with conducting on-site inspections and compliance reviews for the purpose of examining, researching and documenting cases of identified registrant conduct of operating in contravention of the Act and the Regulation.

Key Competencies

The individual must be a self-motivated individual with great interpersonal skills and will also possess:

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 - Ability to identify and understand stakeholder issues and be responsive in a timely and professional manner by providing information and/or solutions to stakeholders’ issues or concerns.

Accountability : Ability to work efficiently and effectively by achieving deliverables within established time frames by adhering to procedures and by being responsible for ones actions.

Innovation – Demonstrates a proactive approach to recommend and/or embrace new ideas, methods or solutions for progress and advancement of the organization.

Functional Expertise – Embodies the required knowledge and experience to successfully perform and achieve objectives in an efficient and professional manner.

Duties and Responsibilities

• Perform financial statement bench reviews to ensure that the Registrant is in compliance with the Travel Industry Act, 2002 and the Regulation 26/05.
• Plan and conduct “on-site” inspections and/or compliance reviews of TICO registrants throughout Ontario to ensure compliance with the Act and Regulation.
• Examine all information and applicable supporting documentation against the requirements of the Travel Industry Act, 2002 and the Regulation 26/05 to identify any compliance issues or contraventions.
• Complete a Risk Assessment evaluating all established criteria to determine the registrant's risk rating. Risk Assessment to include a summary of findings of all non-compliance issues.
• Prepare Inspection Findings Reports summarizing all compliance issues including contraventions of the Act and Regulation revealed during site inspections and review all findings with registrants and answer any questions they may have.
• Prepare written correspondence to registrants in a professional and timely manner to address issues of non-compliance including any provisions of the Act and Regulation that may be applicable.
• Perform timely follow up of all non-compliance issues communicated to registrants to ensure that the issue(s) identified during inspections or compliance reviews are corrected.
• Conduct site inspections, as required, for the purpose of verifying former registrants have ceased operating at the registered business location after voluntarily terminating or having their registration revoked.
• Bring to the attention of Management all compliance files where further escalation or administrative action is recommended due to the conduct and/or refusal of the registrant to achieve compliance.
• Respond to inquiries providing guidance and advice regarding the legislated requirements, practices and conduct of registrants and non-registrants as they relate to compliance of the Act and the Regulation.
• 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 and keep current TICO’s database with all compliance files and/or information and data including all corresponding actions, changes, communications, activities, decisions, and outcomes.
• 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 action or internal review of established policies.
• Attend at Licence Appeal Tribunal / Provincial Offences hearing(s) when required, to give evidence in support of enforcement action.
• Assist with special projects and initiatives, as needed.

Qualifications

• Experience in conducting on-site inspections and/or audits involving financial and operational compliance.
• Post graduate practical experience as an inspector, auditor or equivalent role.
• Knowledge of financial accounting principles, internal controls and operational compliance acquired through associated degree/diploma program.
• Accreditation desirable through CPA, CIA, CFE, CICA or equivalent.
• Demonstrates strong organizational skills, attention to detail and excels at multitasking to proficiently handle multiple files.
• Excellent command of the English language, both verbally and in writing.
• Excellent customer service skills and the ability to deal with stakeholders regarding difficult or challenging situations in a professional manner.
• Willing to travel for on-site inspections in the Province of Ontario.
• Demonstrates proactive initiative, 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.
• 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 computer databases.

Working Conditions

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 is required.

Direct Reports / Key Relationships

The position will report to the Manager, Compliance and Complaints. There are no direct reports.

Please submit your resume with a cover letter including salary expectations in confidence by Friday September 20, 2024 to:

Travel Industry Council of Ontario

Attention: Ms. Cheryl Slocombe, Manager, Compliance and Complaints

Email:

We thank all applicants, however only those candidates selected for an interview will be contacted.