Governance & Controls Manager (Complaints)
HomeBridge
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:
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Join Us! If you’re ready to build the future of reverse mortgages, we want to hear from you.
