Business Controls Senior Consultant - Privacy & Client Experience

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What You'll Be Doing

As a member of the US Chief Administrative Officer (CAO), the Privacy & Client Experience Senior Consultant will partner with first line of defense teams to drive compliance with CIBC’s Privacy Risk Policies and Standards and support effective risk management through adoption of leading practice and promotion of operational efficiencies for federal and state financial privacy laws and enablement of a centralized and strategic approach to business line risk management of client experience risks.  Coverage area includes, but is not limited to Telephone Consumer Protection Act (TCPA), Controlling the Assault of Non-Solicited Pornography And Marketing Act of 2003 (CAN-SPAM), Regulation P, Fair Credit Reporting Act (FCRA), Gramm-Leach-Bliley Act (GLBA) and California Consumer Privacy Act (CCPA).  

The Senior Consultant, Privacy & Client Experience will assist with the development and enhancement of internal business controls related to opt-out, disclosures, and privacy requests as well as monitoring data to establish performance and risk indicators to promote transparency and prompt action in connection with emerging privacy and client experience risks.

How You'll Succeed

The role supports US lines of business (Commercial Banking, Private Wealth Management and Private, Personal & Digital Banking) with executing the following core accountabilities:

• Process & Procedure Improvement:  Collaborate with lines of business (LOB), Privacy and Compliance partners to assess practices and drive enhanced business processes and automation in response to customer complaints and in support of compliance with state and federal financial privacy requirements.  Define engagement models to promote clarity, ensure business is structured to support roles and accountabilities, and promote consistency in application across the various lines of business.
• Complaint Management: Assist in complaint investigation, research, and response as needed to ensure timely, accurate, and thorough resolution and documentation of complaints. Champion operational enhancements to reduce customer friction points and improve client experience.
• Controls & Issues Management: Facilitate end-to-end process mapping to document controls embedded throughout the business processes, and work to uplift automated and preventative controls.  Assess all new privacy and client experience-related deficiencies and evaluate broader implications and lessons learned that can be used to drive holistic and strategic remediation across all impacted lines of business. Identify centralization and standardization opportunities for privacy and client experience controls. 
• Risk Insights, Metrics and Reporting: Develop and monitor risk metrics across lines of business related to privacy and client experience to identify opportunities for alignment and consistency, and drive transparency to enable management to proactively assess and mitigate emerging risks and control vulnerabilities. Leverage data to support qualitative assessments of risk through the Risk and Control Self-Assessment (RCSA) process.
• Monitoring: Establish monitoring programs designed to promote compliance with applicable regulations and internal privacy requirements.
• Audit & Exam Management: Participate in regulatory examinations and internal reviews related to first line privacy and client experience.
• Risk Assessments: Support the first line of defense business teams in assessing and quantifying risk ratings related to new products/services, third party service provid