Director, Retail Governance Effectiveness

Key Accountabilities

Governance, Risk & Control Oversight:

• Accountable for the Retail control environment, ensuring key controls are designed, documented, executed, and evidenced effectively. Examples include, but are not limited to:
• Cash difference monitoring
• Exchange network adjustments are raised to and completed by the branches
• Alerting branches on any issues regarding GL entries pertaining to cash and other negotiables, and providing guidance on reconciling same,
• Advising branches on reactivated accounts
•  Ownership of Withdrawal of Financial Services Processes
• Identifying and alerting branches to incorrect set up of member accounts

• Owns and maintains the Retail Audit Repository, ensuring accuracy, completeness, and timeliness of submissions.
• Oversees all Retail participation in Internal Audit, peer audits, regulatory reviews, and issue remediation.
• Ensures completion and quality of Retail branches’ Risk Control Self-Assessments, risk ratings, and control attestations.

Audit Readiness & Regulatory Compliance:

• Acts as the primary Retail liaison for Internal Audit Services and Risk partners. They, along with their team, represent controls and audit for Retail Distribution. Frequent communication and partnerships with the Head of Compliance, Vice President of Audit, and Vice President of Retail Distribution
• Reviews, challenges, and approves Retail responses to audit observations and remediation plans.
• Ensures and maintains all Retail policies, SOPs, and procedures remain current, compliant, and operationally practical.
• Identifies Retail systemic control weaknesses and drives sustainable corrective actions, working with branch leaders to execute

Operational Standards & Risk Mitigation:

• Establishes and enforces branch operational standards (e.g., cash limits, Hold Limits, mobile Remote Deposit Cheques & Member ABM Deposits, Know Your Member, and Anti-Money Laundering, access controls).
• Provides authoritative guidance to Retail senior leadership on high risk, complex, or precedent setting operational decisions and approves or escalates high risk operational exceptions and control deviations making independent decisions based on expertise and risk appetite
• Oversees Retail related loss prevention, exception management, and escalation frameworks.
• Balances compliance requirements with operational practicality and Member experience and anticipates emerging risks and proactively adjusts controls and processes.

Systems Authority & Access Controls:

• Provides business ownership for Retail system authorities, access governance, and control procedures (e.g., Encore, KYM Confirmed).
• Partners with Technology, Security, and Risk to strengthen access controls and reduce manual risk exposure.
• Champions automation and control modernization aligned with enterprise risk standards.

Reporting, Analytics & Insight:

• Accountable for the team’s reporting portfolio, including exception-based reporting used by branches and leadership.
• Ensures reports support risk identification, trend analysis, coaching, and decision making.
• Reviews analytics for trends and translates data into insights and recommendations for Retail Senior Leadership, recommending how to put recommendations into action
• Leads reporting optimization, Power BI enhancements and workflow improvements.

Operational Excellence & Continuous Improvement:

• Leads initiatives to simplify, standardize, and optimize Retail operational processes.
• Drives reduction in rework, audit findings, and manual interventions including the development of mandatory Learning Modules for Retail employees.
• Ensures SOPs, SLAs, and workflows support consistency and scalability across Retail.
• Influences change across Retail through standards, insights, coaching, and governance.
• Participate in branch visits, Meridian Learning Academy, and District Leadership Meetings. Disseminate Insights Dashboards & Reporting.
• Represents Retail Governance Risk & Controls in enterprise forums and initiatives.

People Leadership & Organizational Enablement:

• Leads and develops the team, setting priorities and performance expectations, cascading expectations and objectives that are aligned with Meridian’s strategic priorities
• Clearly communicates expectations to team members, providing ongoing coaching, feedback and recognition on all productivity and quality aspects so that team members build deep SME expertise, sound judgment, and risk awareness.
• Builds a culture of accountability, collaboration, learning, and continuous improvement.
• Participate in the recruitment, development, and performance management of employees within the department to optimize employee and department potential.
• Lead effective performance management processes, employee development plans, conduct regular one on one meetings, and coaching strategies for direct reports.
• Work with team members to ensure that service level agreements are met by prioritizing deliverables

Knowledge, Skills, and Abilities

• Strong understanding of AML/KYM, branch operations, cash management, access controls, compliance and risk frameworks.
• Proven ability to lead complex operational functions with enterprise level impact, and skilled at team building
• Highly developed judgment, attention to detail, and ability to manage sensitive, high risk matters.
• Exceptional interpersonal, written and verbal communication skills
• Strong stakeholder management of teams including but not limited to: Retail, Risk, AML, Internal Audit (IAS), Finance, Technology, Corporate Security, Product & Support
• Proven knowledge of CRM, banking systems, and digital tools
• Proficiency in MS Office applications, including Co-Pilot
• Ability to problem-solve and effectively manage in a fast-paced, ever-changing environment
• Proven ability to create, analyze and storytelling from reporting and analytics

Education, Designations, Training, and Experience

• University degree in Business Administration, Finance, Operational Analysis, Accounting or related field is required
• 10+ years of experience in Retail leadership, retail banking operations, internal controls, audit, and regulatory compliance
• 8+ years of people management experience

This role represents an existing vacancy. Internal candidates are being considered as part of our standard process. 

Salary Range: CAD $1,23,400.00 to $1,85,200.00 annually.

Compensation for this role is based on a combination of skills, experience, and internal equity. Candidates with stronger alignment to the role’s requirements may be placed higher within the range. Your recruiter will share more information about our total rewards package during the hiring process.

Office Location: Toronto Corporate Office located at 3280 Bloor St W, Etobicoke, ON or St. Catharines Corporate Office, located at 75 Corporate Park Drive, St. Catharines, ON.

Meridian has a remote work policy that allows flexibility for employees to work remotely but also requires regular time in the office for purposeful meetings to collaborate, innovate and build effective relationships with your team, your colleagues and your leader which is very important to us. 

What's in it for you?  

• We have an inclusive and collaborative working environment that encourages creativity, curiosity, and celebrates success
• We provide you with the tools and technology needed to delight your candidates and clients
• You'll get to work with and learn from diverse industry leaders
• Hybrid work arrangements with in-person office time to collaborate, innovate and build relationships with your colleagues
• This isn't your typical "corporate" job. We work hard and we have fun!

Build the Future of Banking with Us

At Meridian, we’re not just adapting to the future—we’re shaping it. We see talent as a catalyst for sustainable growth, community impact, and future-readiness. As the financial landscape evolves, we’re looking for team members who bring:  

• Embedding & leveraging technology – Confidence and willingness to learn and integrate AI and emerging technologies into new ways of working.  Experience with low/no code tools like the Microsoft Power Platform and generative AI productivity tools like Microsoft Copilot is considered an asset
• Critical Thinking – The ability to analyze, evaluate and interpret information from various sources and apply logic and problem solving to make decisions.
• Data Driven– Leverage data and insights to identify, prioritize and improve member experience and business efficiency.
• Curiosity & Flexibility – Comfortable navigating and embracing change and uncertainty, ask more questions, explore more options. Continuously learn and grow.

Who we are:

Meridian is Ontario’s largest credit union, and second largest in Canada, helping to grow the lives of our more than 380,000 Members. Meridian has more than 80 years of banking history and is 100% owned by its members. With 87 retail branches and 15 Business Banking Centers across Ontario and $ 32B in assets under management, Meridian offers a full range of financial products and services to its retail, business banking and wealth members. With over 2200 employees and corporate offices located in Toronto and St. Catharines, Meridian has a track record of creating and delivering innovative new offerings and is committed to investing in the communities that we serve.  Our plan is to build on our momentum as we deliver on our purpose - helping our members achieve their best life.  

Find our story here: About Meridian 

Experience the Difference!

Meridian committed to promoting an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to employing a workforce that reflects the diversity of our communities and Members in which we live and serve.

Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, or disability. 

Please note that due to the volume of applications, only those under consideration will be contacted for an interview. 

Thank you for your interest in Meridian Credit Union. 

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