Sr. Consultant Compliance - 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

Reporting to the Director, Complaints, you are accountable to support the Complaints team in the development of the second-line of defence oversight of Complaints and provide timely and proactive advice on the Complaint Handling Process (CHP) and compliance with applicable regulatory requirements. You will support various regulatory initiatives, developments, and associated reporting requirements related to complaints for all levels of complaint handling and their associated first line of defence groups. Together with the businesses, the Compliance Department works to manage and mitigate regulatory risk. You will support the Director in fulfilling the Canadian Retail Banking Compliance team’s mandate through leading regulatory initiatives; analyzing new and pending laws, regulatory requirements, and industry commitments including but not limited to Complaints.

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 2-3 days per week on-site, while other days will be remote. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Compliance Oversight – Develop enhanced monitoring and quality assurance oversight for Complaint Handling & Market Conduct Obligations (MCO) Complaints, including oversight of Complaint monitoring testing activities, reporting and other supervisory activities performed by Business Controls for all impacted SBUs; provide timely business consultation and guidance on regulatory developments and provide regulatory compliance perspectives to internal projects; oversee, assess and analyze regulatory compliance issues, regulatory compliance risks and mitigations related to Complaints that arise from business activities; ensure appropriate controls (key controls and non-key controls) are established in the 1st LOD to identify and mitigate Complaint Handling risk.

• Regulatory Oversight – You will analyze new and pending laws, regulations and industry commitments that affect areas of responsibility ensuring that relevant issues and organizational risks are identified and raised for consideration by management in formulation and revision of policies and procedures for regulatory compliance. You will also provide advice, recommendations and assistance in developing policies, procedures, training, and communications to ensure compliance.

• Regulatory Reviews and Reporting – Provide support with the assessment, investigation and/or management of inquiries, investigations or reviews by regulators. This includes assessing the significance of issues raised by the regulators, engaging the business in reviewing the response, managing day-to-day interaction with the regulator and consulting with appropriate stakeholders, as appropriate; contribute to reports for CRBC VP, the Chief Compliance Officer, Senior Management and Board concerning the adequacy and effectiveness of processes for compliance on consumer provisions, as well as the status of control or compliance matters raised by regulators or identified internally; support the Compliance & CEEP Examination Programs in conducting formal examinations of all Business Controls groups and Levels of Complaint Handling. Support related and adhoc activities for complaints as needed within CRBC.

Who you are

• You can demonstrate experience in and have strong knowledge of regulatory compliance management processes and in particular those related to Sales Practice;  It’s an asset if you have previous working experience in compliance, risk management, legal, audit, or other governance groups in the financial services industry.

• 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 know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.

• You look beyond the moment. You know what you do will make a difference today and tomorrow. You look for new opportunities to define what's possible.

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.

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

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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 [email protected]

• 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.

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