Director, Warranty Services DWS061925

Department: Warranty Services

Type of Position: Full Time, Permanent

Location: 7th Floor, 5160 Yonge Street, Toronto, ON

Reporting to: Vice President, Warranty Services

Work Model: Hybrid flexible work schedule (All remote work must be completed from your home office within the province of Ontario.)

Grade: P

About Tarion

Since 1976, Tarion has served new home buyers and new homeowners by ensuring that one of their life's biggest investments is protected. Almost every new home in the province is covered by a new home warranty. This warranty protection is provided by Ontario's builders and lasts up to seven years. It is backstopped by Tarion. More than 375,000 homes are currently enrolled in the warranty program. Every year about 55,000 new homes are enrolled.

How We Make a Difference

A home is one of life's biggest purchases. As an independent, not-for-profit organization, Tarion provides Ontario's new home buyers and owners with peace of mind that their purchase is safeguarded through the province's new home warranty and protection program.

Almost every new home in the province is covered by a new home warranty. Tarion ensures consumer protection by providing free tools, guides and resources to help homeowners understand their builder's warranty and navigate warranty claims with confidence.
If a builder does not meet their warranty commitments, Tarion offers guidance to help homeowners ensure they receive the coverage they're entitled to, and when necessary, steps in to help resolve warranty claims.

About the Role

Warranty Services is the department responsible for administering the warranty process once a request for conciliation has been requested. This involves facilitating discussions between homeowners and builders prior to conciliation inspections, conducting conciliations and resolving warranty claims directly with homeowners.

Reporting to the Vice President, Warranty Servies, the Director, Warranty Services will be responsible for the oversight and direction of several teams within the Warranty Services department. This would include the responsibility for warranty compliance and claims adjusting operations by management and staff and effective leadership of the various teams.

As a Director, you have proven experience to lead teams, solve complex talent challenges, detect risk, and manage the delivery of programs and services.

This is a hybrid role requiring working two (2) days in the office and three (3) days remotely, per week. (All remote work must be completed from your home office within the province of Ontario.)

Responsibilities include:

• Reviews matters relating to freehold and individual condominium unit warranty claims.
• Provides guidance and direction to staff on Tarion claims handling policies and procedures and develops appropriate solutions.
• Reviews and recommends settlement of claims. Reviews and monitors reserves and approves requests for payment to their assigned authority.
• Works with Stakeholder Relations, Law and CEO office on escalated issues and makes recommendations for resolution.
• Directs the resolution of complex and difficult files as well as escalated issues. Dealing with escalated issues is accomplished by having a thorough knowledge of the rules applying to these specific claims as well as interacting with the legal department to discuss the rule applications. Facilitates meetings with internal (WSC, WSR, WSM and other departments) and external clients (homeowners and builders through phone contact, meetings and townhall meetings).
• Prepares for and represents Tarion in LAT appeals, BAF and court litigation (discoveries) on freehold and unit claims as required.
• Responsible for ensuring Tarion rulings are consistent with the Ontario New Home Warranties Plan Act, the Regulations, the Builder Bulletins, Tarion policies and procedures and with Tarion's vision and values.
• Recommends policy and process improvements; assists with developing department business plan and budget.
• Collaborates with other departments to align the goals of the Warranty Services Team with other relevant areas of the business.
• Coaches and monitors annual performance plans for direct staff for optimum performance and to ensure performance targets are met.

A great candidate for this position will have:

• Bachelor's Degree
• Minimum 10 years of technical knowledge including familiarity with and the application of the Ontario Building Code (OBC) as well as industry building practices.
• Minimum 10 years of experience in engineering, residential construction or architecture would be an asset.
• Strong people management experience coupled with the ability to motivate technical staff.
• Detailed knowledge of the Ontario Building Code and other construction standards; familiarity with Ontario's home construction methodologies.
• Qualification in Legal (general) and Part 9 (home) of the Ontario Building Code would be an asset
• Excellent knowledge of sound business administration practices.
• Excellent negotiation skills and the ability to provide guidance and leadership to builders and owners.
• Experience with business planning, implementation and monitoring skills.
• Outstanding communication, presentation and interpersonal skills.
• Excellent knowledge of sound business administration practices.
• Business planning, implementation and monitoring skills.
• Knowledge of the Ontario New Home Warranties Plan Act and Tarion's claims process would be an asset.

Why Choose Tarion?

We believe that Tarion's employees are its most valuable asset. We strive to provide a welcoming work environment.

We offer employees a competitive compensation program, opportunities for learning and development, an employee discount program, access to wellness programs, and a variety of Employee Assistance Program tools and online resources to support well-being.

At Tarion, we believe that a strong commitment to diversity and inclusion allows employees to perform at their very best and underpins a culture in which everyone feels they have an equal opportunity to belong and build a career. Tarion is committed to developing and maintaining work environments and practices that ensure equality of opportunity in recruitment, selection and promotion, and to removing systemic barriers so that employees have every opportunity to feel included in the workplace.

If you are a person with a disability and have questions or would like help with your application, please contact a member of the Human Resources Department.

Application Submissions & Deadline:

Please submit a single file with a covering letter and resume with vacancy code DWS061925 by no later than July 4, 2025.