Remediation Manager

SPECTRAFORCE; Toronto; On-site; CAD 140,000 - 180,000; Full time

Job summary

SPECTRAFORCE is seeking an experienced Project Manager to oversee the customer remediation program in Toronto. The role includes ensuring compliance, managing key relationships, and monitoring processes to enhance efficiency. Ideal candidates will have a strong background in program management and excellent communication skills.

Benefits

Group Registered Retirement Savings Plan (RRSP)

Employee Assistance Program (EAP)

Employee discount program for travel and entertainment

Paid sick leave and vacation as required by law

Unpaid leave options available

Qualifications

• Over 7 years of experience in leading and managing projects.
• Proven program management skills, including leading cross-functional teams.
• Strong understanding of call center management.

Responsibilities

• Drive successful delivery of customer remediation programs.
• Support on regulatory compliance by interpreting requirements.
• Manage and mitigate identified program risks.

Skills

Project Management

Analytical Thinking

Problem Solving

Stakeholder Influence

Cross-Functional Team Leadership

Communication Skills

Change Management

Education

Post Secondary Degree

Job description

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Location : Toronto, ON (Hybrid - 2 days and in office as needed)

Hours of Operation : 9 AM – 5 PM

Pay Rate : $79.80 / hour

Job Family Group :

Business Management :

• 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.
• An offshore team has been established and is due to begin calls on May 26.
• This role will be responsible for overseeing and representing this initiative.
• They will monitor the existing process, address deficiencies, identify opportunities for improvement, and execute smooth 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.

Responsibilities :

• 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.
• Represents the business / group on Governance / Risk Working Groups / Forums and provides regular updates.
• Leads change management programs of varying scope and type, including readiness assessments, planning, stakeholder management, execution, evaluation, and sustainment of initiatives.
• Develops, documents, and maintains business / group procedures, updating and obtaining approvals as regulations or the operating environment change, 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).
• Supports the management of the 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 the 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.
• 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 the 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 with risk management requirements.
• Monitors and advises on the 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.
• Ensures alignment between values and behaviour that fosters diversity and inclusion.
• Regularly connects work to the bank’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.

Must-Haves :

• Over 7 years of experience leading and managing projects across various domains.
• Proven program management skills, including leading cross-functional teams.
• Strong understanding of call center management and operational processes.
• Excellent verbal and written communication skills.
• Skilled in analytical thinking and problem-solving.
• Demonstrated ability to influence stakeholders at all levels.
• Effective collaboration and team-building skills, with a focus on cross-group coordination.
• Comfortable managing ambiguity and adapting to changing priorities.
• Committed to data-driven decision making.

Nice to Have :

• Previous banking and / or client experience.

Education :

• Post Secondary Degree.

About Us : SPECTRAFORCE is one of the fastest-growing workforce solutions firms in the United States. As a diversity-owned business, we place human connection at the heart of everything we do, building strong relationships with both clients and candidates to fill roles successfully. Our teams in North and Central America and India serve more than 150 Fortune clients globally, leveraging custom AI technology to provide direct hire, executive search, nearshoring, offshoring, and project staffing solutions.

Benefits : SPECTRAFORCE offers a Group Registered Retirement Savings Plan (RRSP) Program to all eligible employees. We also offer an Employee Assistance Program (EAP) and an employee discount program, which provides exclusive access to thousands of discounts on travel, entertainment, and more. SPECTRAFORCE offers unpaid leave as well as paid sick leave, paid holidays, and paid vacation as required by law.

Equal Opportunity Employer : SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, conviction for an offence for which a pardon has been granted or in respect of which a record suspension has been ordered, or any other prohibited grounds as identified by provincial or territorial law. Please contact Human Resources at [emailprotected] if you require reasonable accommodation.

At SPECTRA FORCE , we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws.

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Contract

Job function

Job function

Project Management

Banking, Investment Banking, and Financial Services

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