Quality Assurance Manager

La Banque HomeEquity

Banque canadienne à charte de l’annexe I, la Banque HomeEquity est le plus important fournisseur d’hypothèques inversées au pays et son portefeuille de prêts est en croissance. Étant la seule institution financière à se consacrer uniquement aux propriétaires de 55 ans et plus, la Banque HomeEquity a à cœur d’aider les propriétaires canadiens à vivre leur retraite comme ils le souhaitent. Nous tenons cette promesse tous les jours grâce à nos solutions d’hypothèque inversée, dont notre produit phare, l’Hypothèque inversée CHIP^MC.

Nos valeurs, notre passion

À la Banque HomeEquity, ce sont nos valeurs qui orientent et inspirent nos actions auprès de nos clients, de nos partenaires et entre nous.

Nous sommes d’ardents défenseurs au service de nos clients.

Nous avons le courage d’agir et de faire ce qui est juste.

Nous formons une équipe, nous avons une même vision.

Nous voyons loin et nous sommes en constante évolution.

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