Business Controls Senior Consultant - Privacy & Client Experience

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

As a member of the US Chief Administrative Officer (CAO), the Privacy & Client Experience Senior Consultant will partner with first line of defense teams to drive compliance with CIBC’s Privacy Risk Policies and Standards and support effective risk management through adoption of leading practice and promotion of operational efficiencies for federal and state financial privacy laws and enablement of a centralized and strategic approach to business line risk management of client experience risks.  Coverage area includes, but is not limited to Telephone Consumer Protection Act (TCPA), Controlling the Assault of Non-Solicited Pornography And Marketing Act of 2003 (CAN-SPAM), Regulation P, Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA) and California Consumer Privacy Act (CCPA).  

The Senior Consultant, Privacy & Client Experience will assist with the development and enhancement of internal business controls related to opt-out, disclosures, and privacy requests as well as monitoring data to establish performance and risk indicators to promote transparency and prompt action in connection with emerging privacy and client experience risks.

How You'll Succeed

The role supports US lines of business (Commercial Banking, Private Wealth Management and Private, Personal & Digital Banking) with executing the following core accountabilities:

• Process & Procedure Improvement:  Collaborate with lines of business (LOB), Privacy and Compliance partners to assess practices and drive enhanced business processes and automation in response to customer complaints and in support of compliance with state and federal financial privacy requirements.  Define engagement models to promote clarity, ensure business is structured to support roles and accountabilities, and promote consistency in application across the various lines of business.
• Complaint Management: Assist in complaint investigation, research, and response as needed to ensure timely, accurate, and thorough resolution and documentation of complaints. Champion operational enhancements to reduce customer friction points and improve client experience.
• Controls & Issues Management: Facilitate end-to-end process mapping to document controls embedded throughout the business processes, and work to uplift automated and preventative controls.  Assess all new privacy and client experience-related deficiencies and evaluate broader implications and lessons learned that can be used to drive holistic and strategic remediation across all impacted lines of business. Identify centralization and standardization opportunities for privacy and client experience controls. 
• Risk Insights, Metrics and Reporting: Develop and monitor risk metrics across lines of business related to privacy and client experience to identify opportunities for alignment and consistency, and drive transparency to enable management to proactively assess and mitigate emerging risks and control vulnerabilities. Leverage data to support qualitative assessments of risk through the Risk and Control Self-Assessment (RCSA) process.
• Monitoring: Establish monitoring programs designed to promote compliance with applicable regulations and internal privacy requirements.
• Audit & Exam Management: Participate in regulatory examinations and internal reviews related to first line privacy and client experience.
• Risk Assessments: Support the first line of defense business teams in assessing and quantifying risk ratings related to new products/services, third party service providers, and within the regulatory and compliance risk assessment programs.  Perform effective challenge on client experience impact identified within risk assessments.
• Training: Evaluate enterprise and regional training materials and assess need to deliver customized training based on business process or individual accountabilities as an output of risk assessment, deficiencies, and incidents.
• Participate in special projects as needed.

Who You Are

• 7-10 years of experience in compliance, operational risk, or audit; preference for experience within a regulated financial services organization
• Bachelor’s degree
• Strong interpersonal, written, verbal and presentation skills; ability to articulate complex issues concisely and communicate effectively and comfortably with senior leadership
• Relationship building and stakeholder management skills
• Ability to execute tasks under aggressive targets and effectively manage to change in plan
• Strong initiative, energy and confidence completing projects with limited supervision

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At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $125,000-$145,000 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members. 

This position does not offer visa sponsorship.

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 aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, a vacation offering, wellbeing support, 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.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and 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 [email protected]

• 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 tests (such as simulation, coding, MS Office). 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.

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