Job Description

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

The CMP is a centre of excellence established to ensure compliance with complaint handling requirements mandated by the Financial Consumer Agency of Canada (FCAC), while targeting a high performing operating model that differentiates CIBC from its industry peers in the handling of complaints, delivering on our purpose for our clients. As a Senior Consultant, Regulatory & Governance, you will support CMP’s mandate, governance structure, and ensure all artefacts required by applicable regulators are efficiently and effectively delivered.

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.

***Please Note: This is a 12 month secondment***

How You’ll Succeed

• Controls and issues management - Leverage automation in the creation and maintenance of control descriptions and narratives to ensure consistency and efficiency in complaints management documentation.
• Automation & continuous improvement - Standardize and automate control processes, evidence collection, and documentation to ensure compliance and audit readiness across all reporting channels. Support the enhancement of the Complaint Handling Controls and Issues Dashboard to provide comprehensive, actionable reporting on controls and issues, supporting management decision-making.
• Annual review program development - Develop and document an annual review of complaint-handling controls to evaluate adherence to regulatory requirements and GORM methodology
• Partner collaboration - Work closely with Lines of Business, Governance, Compliance and GORM partners and support enterprise projects as a subject matter expert on enterprise complaint-handling controls and issues.
• Governance and reporting - Manage and facilitate monthly, quarterly, and annual reporting processes including procedure updates, testing, inventories and executive reporting. Present on enterprise controls and issues at the line of business and executive level.
• Documentation and validation - Manage documentation, including monthly reporting procedures, dashboard procedures, out-of-scope rationale and sampling methodology. Validate monthly and quarterly reports against internal procedures to confirm compliance and verify that all documentation is retained and stored in accordance with records management requirements.

Who You Are

• You thrive in regulatory and enterprise program environments. You work effectively across multiple stakeholders, manage evolving requirements, and help drive strong execution, reporting, and governance.
• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• You know that details matter. You use critical thinking, process discipline, and sound judgment to guide decision-making and strengthen outcomes. You can advise others and support thoughtful, well-informed decisions.
• 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 live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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.

Expected End Date

2027-09-30

Job Location

Toronto-81 Bay, 20th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Accountability, Analytical Thinking, Collaboration, Communication, Complaint Management, Continuous Improvement, Critical Thinking, Decision Making, Documentations, Effective Written Communication, Ensure Compliance, Executive Reporting, Group Problem Solving, Issue Management, Monthly Reporting, Organizational Structures, Regulatory Compliance, Regulatory Requirements, Relationship Building, Reporting Processes, Researching, Risk Management, Sound Judgment, Strategic Influence, Teamwork