Governance & Controls Manager (Complaints)

WHO WE ARE                                            

HomeEquity Bank is a Schedule 1 Canadian chartered bank and the leading national provider of reverse mortgages, with a growing portfolio. As the only bank solely dedicated to serving homeowners 55 and up, we’re passionate about helping Canadian homeowners live retirement on their terms. We live that commitment every day, with a range of reverse mortgage solutions that include our flagship CHIP Reverse Mortgage™ product.  
  

OUR VALUES, OUR PASSION

At HomeEquity Bank, our values drive and inspire our actions with our customers, our partners and each other.  

• Customer-Focused. Passionate Advocates 
• Courage to Act. Do the Right Thing 
• One Team. One Vision 
• Think Long-Term. Ever-Evolving 
• Be Exceptional. Inspire Greatness

POSITION SUMMARY

We are seeking a Governance & Controls Manager to support the continued maturation of our Complaints Program. This role focuses on building governance structures, developing end-to-end operating procedures, and designing operational controls that support regulatory compliance and audit readiness.

The Governance & Controls Manager will work closely with Risk, Compliance, and Second Line of Defense (2LOD) teams to interpret regulatory expectations, audit findings, and risk assessments, translating them into clear operational procedures, control frameworks, and documentation standards.

This is a hands-on role suited for someone who enjoys building structure in developing environments. The successful candidate will help formalize processes, design control checkpoints across the complaints lifecycle, and strengthen documentation and governance practices to support regulatory readiness and operational consistency.

MAJOR RESPONSIBILITIES OF THE ROLE

Complaints Governance & Framework Development

• Support the development and formalization of the complaints governance framework

• Define governance roles, responsibilities, escalation pathways, and oversight mechanisms

• Establish control checkpoints across the complaints lifecycle including intake, investigation, escalation, and resolution

• Contribute to governance reporting and oversight structures supporting leadership and risk partners

SOP Development & Process Architecture

• Develop and maintain Standard Operating Procedures (SOPs) for complaints handling processes

• Document end-to-end workflows across intake, investigation, escalation, and resolution stages

• Conduct stakeholder interviews with frontline and operational teams to identify undocumented processes and operational gaps

• Develop standardized templates and documentation practices to ensure consistency across procedures

• Maintain version control and governance for procedural documentation

Control Design & Testing

• Design and document key operational and compliance controls across the complaints lifecycle

• Define control owners, testing methodologies, and evidence requirements to support regulatory and audit standards

• Conduct periodic control testing and quality reviews to assess effectiveness

• Document control gaps and support remediation planning and implementation

Risk, Compliance & Second Line Collaboration

• Partner with Risk, Compliance, and Second Line of Defense teams on complaints governance and control design

• Interpret regulatory guidance, audit findings, and risk assessments, translating outcomes into actionable procedural updates and control improvements

• Support regulatory change management by assessing impacts to complaints processes and recommending operational adjustments

• Participate in risk management activities such as RCSA reviews, control assessments, and issue remediation

• Align documentation, evidence standards, and control design with regulatory and audit expectations

Audit & Regulatory Support

• Prepare and maintain documentation supporting internal audit and regulatory review

• Coordinate responses to information requests from Internal Audit and Second Line of Defense teams

• Support remediation initiatives and track progress against action plans

• Strengthen documentation and processes to improve audit defensibility

Process Improvement & Insights

• Analyze complaints trends and operational data to identify process breakdowns or control gaps

• Recommend improvements to procedures, controls, and documentation practices

• Contribute to the evolution of complaints governance reporting and performance metrics

SKILLS AND EXPERIENCE REQUIRED

• 5–8+ years of experience in governance, operational risk, process design, or control development

• Experience building or remediating operational processes in regulated financial services environments

• Demonstrated ability to develop SOPs or procedural documentation from scratch

• Experience designing operational or compliance controls

• Experience supporting internal audit, regulatory review, or control testing activities

• Strong stakeholder engagement and communication skills

Preferred

• Experience within complaints management, customer resolution, or conduct risk programs

• Experience translating regulatory or policy requirements into operational procedures

• Familiarity with process mapping tools (eg. Visio or similar)

• Experience with reporting or analytics tools (Excel, Power BI)

WORKING CONDITIONS UNIQUE TO JOB

• Hybrid work environment

WHY WORK AT HOMEEQUITY BANK?

Great Environment

HomeEquity Bank offers a hybrid working environment supported with a culture of flexibility – an approach that is unique to each person, and that enables both business and individual needs to be met in a mutually beneficial way.

We pride ourselves in recognizing and celebrating performance, community service, teamwork, and diversity among our employees.
 

A Dynamic Culture – With People at the Centre  

We believe our people make all the difference; our tireless commitment to inclusivity, professional development, and employee experience has been recognized through awards including the Greater Toronto’s Top Employers 2024,Waterstone Canada's Most Admired Corporate Cultures 2022-2023, the Globe and Mail's Report on Business: Canada's Top Growing Companies 2022 (third year since 2019), Canadian's Mortgage Professional (CMP) Top Mortgage Employer 2023 for the third year in a row and Achievers Top 50 Most Engaged Workplaces 2023. 
 

Growth and Opportunities
We provide challenging and rewarding careers in a wide variety of fields. We continuously develop and train our employees through professional growth opportunities and on-the-job training. We also encourage our employees to develop professionally and personally though a series of career developing programs including our Educational Assistance Program, designed to reimburse costs related to professional learning and development.

Celebrating Great Work and People

We believe in an environment that celebrates success, knowledge, leadership, and work that is inspired by our core values. For these reasons, we have created several programs that make it easy for our employees to say ‘great job’ to their colleagues and leaders.

From our Appreciate! Program to the High Five Award Program and President’s Award Program, we recognize professional achievement with a variety of rewards including points towards gift cards, merchandise, and travel experiences, as well as group RRSP/DPSP contributions and more.

Our Community Leadership Program recognizes employees who make a positive impact in their communities through volunteer work with a grant for their charity of choice. Additionally, we provide employees with one paid day off each year to volunteer at their favourite local charity.

The Perks (for eligible employees)

• HomeEquity Bank offers a competitive total rewards package that includes:

• Extended health and dental benefits

• Employee & Family Assistance Program

• Employer-Matched Group Retirement Savings Plan

• Employee Share Investment Plan

• Well-being initiatives including: a wellness account; virtual self-care programs and extended mental health benefits

• Employee corporate discount for GoodLife Fitness 
   

HomeEquity Bank is committed to an inclusive, equitable and accessible workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

Please note that our successful candidate is required to complete a background check.

Stay in the Know

Find out what we’re up to online, and learn more about what makes HomeEquity Bank a great place to work:

LinkedIn
Youtube
Facebook
Twitter
Instagram
Chip.ca 

Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.