Senior Compliance Officer, Complaints

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.

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.

• Regulatory Compliance Management – 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 defense 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 and risks, and ensure appropriate controls are established in the first line to 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. Engage the business in reviewing responses and consulting with appropriate stakeholders, as required. 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.
• Ad‑Hoc Support – Support related and ad‑hoc activities as needed within CRBC.

• Demonstrate experience and strong knowledge of regulatory compliance management processes.
• Proven experience in compliance, risk management, legal, audit, or governance groups in the financial services industry.
• Familiarity with regulatory frameworks and industry standards relevant to a regulated financial service provider.
• Strong communicator with excellent written and oral communication skills, capable of effective messaging to stakeholders with a risk perspective.
• Attention to detail, critical thinking, and the ability to analyze ambiguous content to surface risks and trends.
• Relationship‑building and influence skills that drive outcomes through effective collaboration.
• Analytical skills with the ability to interpret data and generate insight.
• Self‑directed, proactive ownership of initiatives and a results‑oriented mindset.
• A commitment to values of trust, teamwork, and accountability.

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 provide an accessible candidate experience.