Manager, Compliance and Operations

3 weeks ago

Toronto, Canada President's Choice Financial Full time

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

500 Lakeshore Blvd. West, Toronto, Ontario, M5V 2V9

When you hire great people, great things can happen.

PC Financial offers unprecedented value to Canadians through payment products. We're a different kind of bank with a different type of team—we’re collaborative and supportive and have the freedom and responsibility to thrive. Our purpose is to make the everyday simple and better for our customers, and we strive to make every dollar worth more.

Proudly serving over 3 million customers, PC Financial continues to grow by offering payment solutions and services that reward our customers every day. As a subsidiary of Loblaws Company Inc., we share the CORE values of Care, Ownership, Respect and Excellence. We are dedicated to helping Canadians Live Life Well. Join us on our journey.

Why This Role is Important:

The Manager, Sales Compliance & Customer Experience will be responsible for providing first-line compliance oversight and support for PC Bank’s in-store sales channels working collaboratively with cross-functional stakeholders across the Loblaw enterprise to ensure that all regulatory requirements and customer experience KPIs are met. The role will provide oversight for the internal sales team and third-party sales vendor(s) to ensure that they are consistently delivering a high-quality customer experience in alignment with our brand standards. In this position, you will perform a range of duties including overseeing and implementing all current and new compliance regulations, reviewing operating procedures and processes, and assisting in developing requirements for training. The successful candidate will be an excellent communicator and collaborator with in-depth knowledge of the latest industry procedures and regulations.

What You’ll Do:

Oversee our in-store sales channels to ensure optimal program effectiveness and customer experience by designing and coordinating the ongoing review of regulatory compliance documentation, policies, procedures, and training materials Execute compliance Tier 1 control testing on behalf of the in-store sales team Responsible for overseeing the development, implementation and ongoing maintenance of Standard Operating Procedures for our in-store sales channels Oversee adherence to PC Bank’s Sales Compliance and Controls Framework Applying and interpreting audit and compliance requirements Interacting with internal audit team on matters related to audits of the organization’s internal controls Establishing self-audit and compliance monitoring programs Coordinating regulatory exams and internal business unit audits Reviewing and assessing potential fraud activity and developing fraud detection tools Coordinating rollout and training of new or updated policies and directives when required Oversee customer issue management (complaints) and escalation processes ensuring timely resolutions meeting service level commitments Collaborate with the Learning & Development Team to ensure content, projects or new requirements are developed, implemented, and communicated effectively to align with compliance objectives

What You Bring:

University Degree/College Diploma in Business or Finance or equivalent experience Preferred knowledge of banking sales and services, or large-scale retail operations Ability to manage multiple tasks and priorities in a vigorous sales environment Strong creative, problem solving and analytical skills Demonstrated ability to produce desired results by influencing and building relationships with other teams PC Financial background would be considered an asset Experience building and implementing operating procedures Strong interpersonal and communication skills with the ability to communicate effectively at all levels of the organization Proven track record of building teamwork and strong business relationships Strong analytical, problem solving & critical thinking skills Ability to prioritize, balance conflicting tasks and manage all stakeholders within a fast paced & dynamic environment Must possess ability to prepare reports and documentation as well as creating and managing spreadsheet applications within MS Excel.

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