Job Number:
Category: Client Experience
Employment Type: Full Time
City: Toronto
Posting Date: November 5, 2026
Closing Date: November 19, 2026
Position Overview:
Reporting to the AVP, Governance and Service Operations, the Business Governance and Risk Manager is accountable for strengthening governance, operational risk management, business process design, policy development, management reporting, automation and client-impacting operational matters across Client Experience, Client Management and Business Development. This role is responsible for translating business requirements into scalable, controlled solutions aligned with corporate policies, regulatory requirements, client obligations and strategic objectives.
The Business Governance and Risk Manager leads complex cross-functional initiatives from assessment and process design through implementation, adoption and benefits realization. The role influences stakeholders within and outside of the departments supported to strengthen operational resilience through automation, self-testing and monitoring of high-risk processes, process and policy documentation, knowledge transfer, cross-training and continuity support.
Responsibilities:
Relationship Management and Department Liaison
• Act as a key liaison between Client Experience, Client Management, Business Development and operational/corporate partners to coordinate resolution of operational issues, outstanding items and client-impacting matters.
• Lead or support cross-functional initiatives that improve service delivery, strengthen processes and drive sustainable solutions.
• Represent the client facing business groups in governance, operational and business forums, escalating material issues and risks as appropriate.
Metrics and Reporting
• Lead the design, preparation and delivery of management reporting, metrics, key risk indicators, scorecards, dashboards and related analysis for senior leadership, governance forums and strategic client reporting.
• Translate reporting requirements into sustainable data, workflow and automation solutions that improve timeliness, accuracy, consistency and transparency.
• Establish reporting standards, data controls, validation routines and documentation to ensure the integrity and relevance of information used in departmental, executive and client reporting.
• Identify performance trends, emerging risks and service issues, and provide actionable insights and recommendations to support business decisions.
• Oversee reporting of client complaints and significant service issues, including escalation, root-cause analysis and follow-up on corrective and preventative actions.
Risk Management Support
• Lead and coordinate governance and operational risk activities, including RCSA, compliance checklists, issue management, control testing and departmental KRIs.
• Act as Responsible Officer in support of the Designated Governance Officer for Client Experience, Client Management and Business Development, coordinating and monitoring obligations related to Business Resumption Planning, Business Impact Assessment, Records Management, Vendor Management and other assigned governance programs.
• Maintain required documentation and evidence, coordinate periodic reviews and attestations, monitor action plans and remediation, provide credible challenge, and escalate material gaps, risks or overdue obligations.
• Use enterprise risk management platforms to maintain risk and control records, monitor obligations, manage evidence, track remediation and produce governance reporting.
• Author, review and maintain departmental policies, standards, procedures and control documentation, ensuring they remain clear, practical, current and aligned with corporate and regulatory expectations.
• Advise stakeholders on policy interpretation, control design and implementation, and monitor remediation of identified gaps through to sustainable closure.
Business Process Design, Automation and Data Governance
• Lead end-to-end business process discovery, analysis and design, including current-state assessment, future-state workflows, requirements, control points, roles, hand-offs, data dependencies and performance measures.
• Identify, prioritize and implement automation opportunities for reporting and operational processes using appropriate workflow, analytics, low-code and scripting solutions.
• Establish governance and controls for automated processes, including access, data quality, exception handling, monitoring, change control and continuity arrangements.
• Lead departmental data governance and integrity activities to support reliable client, relationship, risk and reporting information.
• Partner with business, technology, risk, compliance and operational stakeholders to resolve complex process and data issues and deliver scalable, sustainable improvements.
Business Continuity and Operational Resilience
• Support continuity planning by identifying key-person dependencies and operational vulnerabilities and recommending appropriate mitigation and backup coverage.
• Help ensure critical processes, controls and institutional knowledge are documented, transferable and sustainable across the function.
• Support cross-training and continuity practices to strengthen operational resilience and reduce disruption risk.
Direct Client Communication
• Lead the end-to-end development and coordination of legislative, regulatory, tax, governance and operational communications for asset manager and asset owner clients related to the organization's role as custodian and/or trustee.
• In partnership with the departmental Designated Governance Officer, assess the client and operational impact of new or changing requirements, identify affected products, funds and client segments, and translate complex requirements into clear, actionable communications.
• Coordinate content development, legal and compliance review, stakeholder approvals, client-contact validation, distribution, response tracking, evidence retention and escalation of outstanding actions.
• Develop repeatable processes, templates, controls and reporting for regulatory communication programs, including communications affecting investment funds, pension plans, institutional mandates and other asset owner arrangements.
• Ensure communications are accurate, timely, appropriately approved, audience-specific and supported by complete records demonstrating fulfillment of applicable obligations.
Qualifications:
• Post-secondary degree or diploma in business, finance, risk, technology or a related discipline, or an equivalent combination of education and relevant experience.
• 7+ years of progressive financial services experience, including client operations, governance, operational risk, business management, process improvement or related functions.
• Demonstrated experience influencing senior stakeholders without direct authority.
• Advanced experience in business process analysis and design, including requirements gathering, future-state design, control integration, implementation, change management and benefits measurement.
• Proven experience implementing automation for reporting and operational processes, with the ability to assess solution options and apply appropriate governance, testing and controls.
• Strong policy-writing capability, including drafting, interpreting and maintaining policies, standards, procedures, controls and supporting governance documentation.
• Experience coordinating regulatory and operational communications for asset manager and asset owner clients, with sound understanding of review, approval, distribution, evidence and escalation requirements.
• Experience preparing executive-level reporting, dashboards, analysis and recommendations that support governance and business decision-making.
• Proficiency with enterprise risk management platforms (ServiceNow, TICA database, etc), including tools such as ServiceNow, for risk, control, issue, evidence and remediation management.
• Advanced proficiency with SharePoint, Excel, Word and PowerPoint, including the development of controlled repositories, complex analysis, reporting models and executive-ready materials.
• Working proficiency using Appian, Power BI and Power Automate, or comparable workflow, analytics, scripting and automation applications (i.e. Python).
• Strong analytical, problem-solving, communication, facilitation and stakeholder-management skills, with the ability to work effectively and diplomatically with individuals at varying levels and translate corporate and regulatory obligations and requirements into practical solutions.
• Ability to work independently, exercise sound judgement, manage competing priorities and remain accountable for outcomes on complex, high-impact matters.
Job Specific Competencies:
- The salary band for this position ranges between $100,800 - $$151,200.
- Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
-This posting is for an existing vacancy.
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