Position Title: Remediation Manager

Contract: 6 months

Contract Length: 6 months

Extension Possible: Yes

Full-Time Employment Possible: Yes

Location: Toronto

Work Model: Hybrid (2 days per week onsite, with flexibility)

Key Responsibilities

Program Leadership & Governance

• Oversee and manage the execution of the CBB customer remediation program.
• Ensure process compliance with first line of defense (1st LOD) standards and regulatory expectations.
• Identify opportunities for process improvement and implement change management strategies.
• Lead a team of offshore agents and oversee vendor performance.

Stakeholder Management

• Maintain strong relationships with senior leadership, front-line teams, compliance, risk, and technology partners.
• Act as the primary liaison between business units and offshore operations.
• Provide updates to Governance and Risk Forums as needed.

Risk & Compliance

• Monitor the program's adherence to internal risk frameworks and regulatory requirements.
• Serve as a subject matter expert on operational risk, compliance, and AML regulations.
• Address and escalate risk exposures, and participate in audits or reviews.

Strategic Planning & Reporting

• Provide insights and recommendations to senior leadership based on program performance and regulatory trends.
• Analyze and report on program outcomes, developing clear action plans where necessary.
• Ensure the audit trail, documentation, and metrics meet compliance standards.

People Management

• Support recruitment, onboarding, and development of team members.
• Promote a culture of performance, diversity, inclusion, and integrity.
• Conduct training and knowledge-sharing sessions to improve team capabilities.

Required Qualifications

• Minimum 7 years of experience managing large-scale projects or programs.
• Proven ability to lead and coordinate cross-functional and offshore teams.
• Strong knowledge of call center operations or remediation environments.
• Excellent communication, influence, and stakeholder management skills.
• Ability to manage ambiguity and make data-driven decisions.
• Strong analytical and problem-solving capabilities.
• Skilled in team collaboration and cross-group leadership.

Nice to Have

• Prior experience in banking
• Familiarity with compliance and regulatory frameworks in financial services.

Education

• Post-secondary degree required (e.g., Business, Risk Management, Project Management, or related fields).

Interview Process

1. First Round: Virtual interview with team leader and member (45 minutes via MS Teams).
2. Second Round: Final interview with Hiring Manager (45 minutes via MS Teams).