Quality Assurance Manager

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

MAJOR ELEMENTS OF THE ROLE

Process Management and Quality Assurance:

• Develop, maintain, and regularly update comprehensive documentation for complaints management processes, aligning with enterprise policies and 2LOD standards.
• Conduct quality assessments to ensure process adherence, identify improvement areas, and perform quality assurance testing of control procedures in collaboration with 2LOD.
• Maintain accurate records of testing results, process modifications, and risk assessments.

Risk Management and Compliance:

• Champion risk awareness, serve as a subject matter expert on 1LOD obligations, and contribute to the development and implementation of risk-focused strategies.
• Define and monitor Key Risk Indicators (KRIs), track deviations, and conduct regular risk assessments (RCSA, RCM, Third-Party, and New Initiative).
• Collaborate with 2LOD to validate findings, identify emerging risks, and develop action plans to address compliance gaps.

Regulatory Change Management and Training:

• Collaborate with 2LOD on regulatory change assessments, ensure team readiness, and escalate control gaps.
• Design and deliver training on process documentation, quality standards, and risk management practices, assessing training needs and updating materials as required.
• Support onboarding and ongoing training of team members.

Reporting and Stakeholder Management:

• Provide regular reports on 1B activities, quality assessments, and risk management outcomes to senior management and 2LOD.
• Review and verify the accuracy of management reports, analyze recurring issues, emerging risks, and trends, and share findings with leadership.
• Act as the main contact for 2LOD, Internal Audit, and external regulatory reviews.
• Participate in relevant 2LOD and industry forums, and recommend enhancements to policies, procedures, and controls.

SKILLS AND EXPERIENCE REQUIRED 

Qualifications

• Minimum 5 years of experience in compliance, quality assurance, risk management, or related fields, ideally within the financial services industry.
• Strong understanding of the Three Lines of Defense model, enterprise risk frameworks, and regulatory requirements.
• Proficiency in process documentation, quality assessment, control testing, and data-driven reporting practices.
• Excellent analytical skills, with experience in conducting risk assessments and quality control testing.
• Strong communication skills, with the ability to engage, train, and influence cross-functional teams effectively.

Skills and Competencies

• Analytical Skills: Proven ability to conduct risk assessments, identify quality improvements, and apply data-driven analysis to enhance compliance and risk standards.
• Communication Skills: Strong written and verbal communication skills, with experience presenting findings and recommendations to senior stakeholders.
• Attention to Detail: Maintains high accuracy in process documentation, quality assessments, and reporting.
• Leadership & Collaboration: Proven ability to lead cross-functional initiatives and collaborate effectively across departments and with external teams, including regulatory bodies, to implement compliance and quality standards.
• Training and Development: Experience designing and delivering training sessions on quality, compliance, and risk management, with an emphasis on continuous improvement.
• Adaptability: Flexible in managing change and proactive in identifying emerging issues and driving process improvements in a dynamic regulatory environment.
• Proactive Problem-Solving: Anticipates emerging risks and recommends policy or procedural improvements.

Working Conditions Unique to Job:

• Hybrid office 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

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.