Senior Compliance Officer, Complaints

CIBC•Toronto, ON

2d•Hybrid

About The Position

Canadian Retail Banking Compliance (CRBC) supports its business partners by providing independent second line oversight and advice on federal and provincial regulatory requirements, primarily related to consumer protection, as well as voluntary codes and commitments. CRBC works with businesses that manage and support retail products, services, and channels, or third parties that further the offer or sale of these products, to manage and mitigate CIBC’s regulatory compliance risk. CRBC advises on how to effectively and efficiently address regulatory requirements, oversees compliance with these requirements, and aims to anticipate and help the Bank prepare for regulatory changes that are expected to affect the businesses it supports. Reporting to the Director, Regulatory Complaints, CRBC, you will be accountable to support the Complaints team in executing the second line oversight program in alignment with OSFI E-13 Regulatory Compliance Management (RCM) methodology. You will provide timely and proactive advice to ensure compliance with applicable regulatory requirements as it relates primarily, but not limited to, the Complaint-Handling Process (CHP). You will support various regulatory initiatives, monitoring activities, developments, and associated reporting requirements related to complaints for all levels of complaint-handling and their associated first line of defense groups.

Requirements

Experience in and strong knowledge of regulatory compliance management processes.
Proven experience in compliance, risk management, legal, or audit, or other governance groups in the financial services industry.
Familiarity with regulatory frameworks and industry standards relevant to a regulated financial service provider.
Excellent written and oral communication skills, enabling effective messaging to stakeholders with a risk perspective.
Strong analytical skills with the ability to analyze ambiguous content to surface risks and trends.
Ability to take initiative, go above and beyond, and deliver results.
Values trust, teamwork, and accountability.

Nice To Haves

Understanding that success is in the details.
Noticing things that others don't.
Critical thinking skills to inform decision making.
Understanding the importance of relationships and networks, inspiring outcomes through effective influence.
Enjoying investigating complex problems, and making sense of information.

Responsibilities

Support the Complaints Compliance team activities in alignment with CIBC’s RCM Framework, standards, and policies.
Develop, implement, and maintain comprehensive compliance policies and procedures.
Execute second-line of defence monitoring, risk assessments, and control evaluations to proactively identify risk areas.
Enhance monitoring and quality assurance oversight for Complaint Handling and Market Conduct Obligations (MCO) related to complaints, including oversight of complaint program testing activities, reporting and supervisory activities performed by Business Controls.
Provide timely consultation and guidance on regulatory developments, assess and analyze regulatory compliance issues, regulatory compliance risks and ensure appropriate controls are established in the first line to identify and mitigate Complaint-Handling risk.
Identify emerging compliance risks, analyze new and pending laws, regulations and industry commitments that affect areas of responsibility.
Raise relevant issues for management consideration in policy and procedure development and revision to support regulatory compliance.
Advise the first line in the development of policies, procedures, training, and communications to ensure compliance.
Support the assessment and management of inquiries, investigations or reviews by regulators. This includes engaging the business in reviewing the response and consulting with appropriate stakeholders, as appropriate.
Support the Compliance & CEEP Examination Programs in conducting formal examinations of all Business Controls groups and levels of Complaint-Handling.
Ensure significant compliance issues, such as deficiencies or regulatory risks (including Regulatory Compliance Issues (RCIs)) are reported to the appropriate levels of leadership and/or regulators, as appropriate.
Support related and ad-hoc activities as needed within CRBC.

Benefits

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers, our social, points-based recognition program
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development