Senior Compliance Officer, Complaints

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you’ll be doing

Canadian Retail Banking Compliance (CRBC) supports its business partners by providing independent second line oversight and advice on the federal and provincial regulatory requirements primarily related to consumer protection, as well as voluntary codes and commitments. Together with the businesses who manage and support retail products, services and channels, or third parties who further the offer or sale of these products, CRBC works to manage and mitigate CIBC’s regulatory compliance risk.

In fulfilling its mandate, CRBC works with its business partners to achieve their strategic growth plans and goals while maintaining strong regulatory discipline. CRBC advises on how to effectively and efficiently address regulatory requirements, oversees compliance with these requirements, and aims to anticipate and help our 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.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

How you’ll succeed

• Regulatory Compliance Management (RCM) – 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.

• Compliance Oversight – 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.

• Regulatory Oversight – 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.

• Regulatory Reviews - 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.

• Ad-Hoc Support: Support related and ad-hoc activities as needed within CRBC.

Who you are

• You can demonstrate experience in and have strong knowledge of regulatory compliance management processes. You have proven experience in compliance, risk management, legal, or audit, or other governance groups in the financial services industry. You have familiarity with regulatory frameworks and industry standards relevant to a regulated financial service provider.

• You are a strong communicator. You have excellent written and oral communication skills, enabling effective messaging to stakeholders with a risk perspective.

• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.

• Your influence makes an impact. You understand the importance of relationships and networks, inspiring outcomes through effective influence.

• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You have strong analytical skills with the ability to analyze ambiguous content to surface risks and trends.

• You act like an owner. You thrive when empowered to take initiative, go above and beyond, and deliver results.

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 31st Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Compliance Oversight, Detail-Oriented, Investigating, Regulatory Reviews, Regulatory Risk, Task-Oriented, Team-Oriented