Privacy and Complaints Officer

Department / Branch: Compliance DepartmentReports To: Deputy Chief Compliance OfficerEmployment Type: Full-Time PermanentLocation: Toronto Downtown Head OfficeResponsibilities:Oversee and manage the Bank’s Privacy Program to ensure compliance with federal and provincial privacy laws (e.g., PIPEDA, Quebec, BC, Alberta) and internal data protection policies;Lead and manage the Bank’s Complaint Handling and Issue Management Programs;Identify, assess, and prioritize compliance issues, and implement effective action plans;Prepare and review regulatory filings and reports to agencies such as the Office of the Privacy Commissioner, OSFI, FCAC, etc.;Provide strategic leadership in privacy governance, complaints and issue management, risk mitigation, awareness, and regulatory compliance across all departments;Oversee investigations and take appropriate actions to mitigate risk and meet regulatory reporting obligations;Develop, implement, and update relevant compliance policies and procedures.Contribute to building and maintaining compliance reports (e.g., Chief Compliance Officer reporting);Prepare and deliver compliance-related presentations as required;Assist in the development and maintenance of the Regulatory Compliance Management (RCM) Framework, including the Financial Consumer Protection Framework (FCPF);Provide training and support on the use of Resolver, including developing training materials, administrating the system, and capturing controls;Deliver hands-on training to relevant staff to ensure effective use of Resolver in meeting regulatory requirements;Support other regulatory compliance tasks as assigned.Qualifications:Bachelor’s degree in Legal Studies, Business Administration, or a related field;Minimum of 10 years of progressive experience in privacy, data protection, compliance, and regulatory roles within the Canadian financial services industry;At least 7 years in a senior compliance role working closely with executive decision-makers;In-depth knowledge of Canadian privacy legislation and regulatory bodies;Strong understanding of evolving regulations and best practices in the financial sector;Demonstrated skills in analysis, communication, problem-solving, and project management;Valid professional designation in Compliance (e.g., CCEP, CIPP/C, CAMS) is considered an asset.