Senior Consultant, Regulatory & Governance (Complaint Management)

Location: Hybrid in Toronto, ON; 2–3 days per week on-site at Toronto-81 Bay, 20th Floor. Candidates must be legally eligible to work at the specified location and, where applicable, hold a valid work or study permit.

Company

Relationship-oriented banking organization focused on compliant, client-centered financial services.

What you will do

• Support the complaint management program mandate, governance structure, and regulatory artefacts required by the Financial Consumer Agency of Canada.
• Use automation to create and maintain control descriptions, narratives, evidence collection, and compliance documentation.
• Enhance the Complaint Handling Controls and Issues Dashboard to provide actionable reporting for management decision-making.
• Develop and document the annual review of complaint-handling controls against regulatory requirements and GORM methodology.
• Manage monthly, quarterly, and annual reporting, procedures, testing, inventories, documentation, and executive presentations.
• Collaborate with Lines of Business, Governance, Compliance, and GORM partners on enterprise projects as a subject matter expert.

Requirements

• Experience working in regulatory and enterprise program environments with multiple stakeholders and evolving requirements.
• Ability to support execution, reporting, governance, and regulatory compliance activities.
• Strong critical thinking, process discipline, sound judgment, and decision-making skills.
• Ability to investigate complex problems, interpret detailed information, and communicate findings effectively.
• Ability to build relationships, influence stakeholders, collaborate across teams, and support well-informed decisions.
• Commitment to inclusive teamwork, high standards, and strong professional relationships.

Culture & Benefits

• Hybrid work arrangement with flexibility to manage work activities.
• Competitive compensation and banking benefits, subject to program terms and conditions.
• Wellbeing support, employee and family assistance programs, and a points-based recognition program.
• Accessible candidate experience and an inclusive environment for employees and clients.
• Technological tools and collaborative workspaces designed to support innovative client solutions.

Hiring process

• The process may include an attribute-based assessment and skills tests such as simulations, coding, or French proficiency testing.
• Artificial intelligence tools may be used during recruitment.