Job Description

Job Title:

Program Manager - Remediation Manager

Location:

Toronto, ON M7A 0A9 (Hybrid o 2 days and in office as needed)

Duration:

6 months

Contract Type:

T4 only

Pay Rate:

CA$86.90/Hour

Role Mandate

This role will drive the successful delivery of Canadian Business Banking's customer remediation program. CBB needs to bolster critical customer profile data to support KYC and Tax monitoring.


They will monitor the existing process, address deficiencies, identify opportunities for improvement and execute smooth change management of the process. They will also manage key relationships through the process including CBB leadership, front line sales and service personnel, technology, first and second line risk partners, and a team of ~30 offshore agents.



Supports the business/group leader in the effective implementation, maintenance and administration of first line of defense (1st LOD) programs (e.g., operational risk, AML, compliance, regulatory, etc.), including overseeing business operations within the jurisdiction to ensure adherence and efficiency. Contributes to a strong risk management culture through collaboration with other first line employees, and second & third line functions to ensure Compliance, AML or operational risks are identified, mitigated, monitored and reported on an ongoing basis.

Responsibilities

Ensures alignment between values and behaviour that fosters diversity and inclusion. Regularly connects work to client's purpose, sets inspirational goals, defines clear expected outcomes, and ensures clear accountability for follow through. Builds interdependent teams that collaborate across functional and operating groups to create the highest value for all stakeholders. Attracts, retains, and enables the career development of top talent. Improves team performance, recognizes and rewards performance, coaches employees, supports their development, and manages poor performance. Makes recommendations to senior leaders on strategy and new initiatives, based on an in-depth understanding of the business/group. Acts as a subject matter expert on relevant regulations and policies. Acts as a strategic partner in which the program elements becomes an integrated component of the overall business/group strategies and helps drive business impact. Prepares and briefs senior leaders on regulatory matters across multiple businesses/groups. Supports multiple, similar business units with moderate complexity & business transaction risk. Represents the business/group on Governance/Risk Working Groups/Forums and provides regular updates. Monitors and advises on management of risk requirements within the defined risk appetite. Manages/supports large/complex risk programs/frameworks /projects/initiatives to ensure risks are appropriately mitigated and regulations adhered to. Monitors industry and legislative developments and continuously updates programs to ensure they are competitive and effective. Supports the position on regulatory compliance issues by interpreting requirements (existing, new and emerging) and identifying, analysing and addressing resultant gaps and issues, including those raised through the review of change initiatives. Understands the identified risk exposures and supports the development of action plans required to mitigate identified risks. Acts as a subject matter expert in the evaluation, development and implementation of an internal control system. May network with industry contacts to gain competitive insights and best practices. Recommends business priorities, advises on resource requirements and develops roadmap for strategic execution. Manages resources and leads the execution of strategic initiatives to deliver on business and financial goals. Conducts independent analysis and assessment to resolve strategic issues. Builds effective relationships with internal/external stakeholders. Monitoring to ensure that 1st line jobs are following defined processes and procedures. Develops, documents and maintains business/group procedures updating and obtaining approvals as regulations or the operating environment changes and communicates changes to the business/group & relevant stakeholder groups. Designs measurable sustainment strategies including assessing and recommending mitigations for industry/ segment-specific risks and prioritizing opportunities presented by internal and external stakeholders. Provides quality control for investigations, self-reports, examinations and independent reviews conducted by internal and external stakeholders, including regulators, providing verbal and written responses to requests for positions, action plans, information and/or documentation May act as the designated Primary Business Unit Compliance Officer (BUCO) and/or Anti-Money Laundering Reporting Officer for the operating group and is accountable to meet all program requirements (e.g., Operating Group Compliance Program, AML Program Framework). Builds awareness, knowledge, and skills and, as necessary, provides communication, practical tools and ongoing support including making presentations, to promote a culture of risk identification and management. Supports the management of 1st LOD program for the business/group in compliance with appropriate principles, standards & direction from the second line of defense groups. Includes developing and promoting program and ensuring the execution of all program components. Works with assigned business/group leaders to implement 1st LOD programs and frameworks, developing and maintaining an in-depth understanding of the applicable regulatory and internal risk management requirements. Interprets and provides advice on the application of the requirements for the business/group. Develops and maintains an understanding of the business/group strategies and objectives, products and services, internal and external stakeholders and business processes as well as the underlying infrastructure to identify and manage implications and risk exposures for the business/group. Identifies, investigates, analyzes, documents & mitigates program risks, taking into account jurisdictional issues, and raises any issues or concerns to senior leaders and other stakeholders. Analyzes the impact and effectiveness of the program through periodic reviews. Recommends adjustments to the overall program, policy or processes within the business/group in accordance with the Risk Appetite Statement, Governance and - Corporate Policy. Supports the business/group through internal/external audits or regulatory examinations and assists in development of action plans to resolve any identified issues. Provides support to the development and delivery of training and awareness programs within the business/group to increase awareness of and compliance to risk management requirements.

Qualifications:

7+ years of project experience - leading projects Program Management skills - leading a team Understand call center management/operations process Verbal & written communication skills Analytical and problem solving skills Influence skills Collaboration & team skills; with a focus on cross-group collaboration Able to manage ambiguity. Data driven decision making

Nice to Have

* Previous banking experience