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CLASSIFICATION: Non-Exempt

REPORTS TO: Director of Business Support and Delivery

DATE: September 20, 2025

JOB DESCRIPTION

Summary/Objective

The Business Assurance Manager is responsible for overseeing and improving the day-to-day operations of the Quality Assurance and HMDA/CRA/1071 Teams. This role ensures business processes and operations align with regulatory standards, internal controls, and data collection processes, especially focusing on accurate HMDA/CRA/1071 data reporting. Additionally, the manager will assist the Director of Business Support and Delivery with various operational projects, driving operational excellence and ensuring compliance with relevant regulations.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Directly managing Quality Assurance and HMDA/CRA/1071 teams, including conducting performance evaluations, providing training, and fostering professional development for staff.
2. Promote a collaborative and high-performing team environment through mentorship, coaching, and encouragement of continuous professional growth.
3. Implement the operational plans set forth by the Director of Business Support and Delivery, ensuring all initiatives align with organizational goals and objectives.
4. Track key performance metrics and report regularly to the Director of Business Support and Delivery to assess team performance and the progress of ongoing projects.
5. Oversee and coordinate the execution of quality assurance reviews to ensure compliance with Quality Assurance Procedures and company standards.
6. Monitor trends in operational issues to identify training needs or gaps in policies and procedures, making recommendations for improvements.
7. Ensure that legal documents received by the bank are addressed and responded to within required timeframes.
8. Coordinate the collection and reporting of HMDA/CRA/1071 data, ensuring accurate data collection and the timely submission of annual reports in compliance with regulatory deadlines.
9. Work on and manage various operational projects as assigned by the Director of Business Support & Delivery, ensuring timely execution and resource allocation.
10. Manage resources and schedule work effectively to meet demands related to quality assurance reviews, HMDA/CRA/1071 data collection, and project timelines.
11. Identify and assess business operations, controls, and processes to determine areas requiring quality assurance reviews or additional data collection efforts for HMDA/CRA/1071 reporting.
12. Keep abreast of day-to-day company policies, procedures, controls, and regulations impacting the Quality Assurance and HMDA/CRA/1071 teams, ensuring adherence to these standards.
13. Ensure that issues identified during reviews or audits are resolved in a timely and efficient manner, minimizing operational disruptions.
14. Assist with writing and updating business policies, procedures, and controls for Quality Assurance, HMDA/CRA/1071 data collection, and other operational areas to maintain compliance and improve efficiency.
15. Offer constructive feedback to the Director of Business Support and Delivery regarding challenges, risks, and areas for improvement within the business assurance function.
16. Work collaboratively with other departments to ensure that quality assurance reviews are aligned with policies, procedures, and regulations, while also ensuring accurate data collection for HMDA/CRA/1071 reporting and the timely completion of projects.

Other Duties

1. Comply with all policies and procedures as applicable, including the Bank's BSA/AML policy.
2. Support audits, regulatory reviews, and examinations by organizing and preparing the relevant documentation requested by auditors or regulatory bodies and submitting information requested by required deadlines.
3. Perform additional tasks and responsibilities as directed by the Director of Business Support & Delivery.

Skills/Abilities

• Ability to maintain confidentiality and act with professionalism in all aspects of work.
• Proven ability to lead and develop teams, manage performance, and foster a productive work environment.
• Strong organizational and detail-oriented abilities to manage multiple priorities effectively.
• Excellent verbal and written communication skills to interact with team members, senior leadership, and external parties.
• Ability to assess complex situations, identify problems, and develop effective solutions.
• Ability to work cross-functionally with various departments and external stakeholders to meet organizational objectives.
• Strong ability to manage multiple tasks simultaneously, prioritize effectively, and maintain a focus on high-priority tasks.
• Demonstrated adaptability in managing evolving project priorities or business requirements.
• Ability to track progress on outstanding items and ensure timely completion of all tasks.
• Ability to prioritize tasks.
• Ability to work occasional overtime during peak periods
• Strong problem-solving skills with the ability to troubleshoot and resolve operational challenges.

Supervisory Responsibility

This position has supervisory responsibilities of staff in multiple locations.

Work Environment

This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners and filing cabinets. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.

Physical Demands

This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel

Travel is required for this position.

Education and Experience

Required Qualifications:

1. Bachelor’s degree or above in business administration, finance, or a related field; or equivalent additional related experience.

1. Minimum of 3 years’ experience in data collection, quality assurance, auditing, or a similar role.
2. At least 3 years of experience managing staff, including conducting performance evaluations and providing training.

Desired Qualifications:

1. Knowledge of regulatory compliance, legal processes, and financial institutions is an asset.
2. Relevant professional certification (e.g. CBA, CRCM, CMCP) is a plus.

Equal Employment Opportunity/M/F/disability/protected veteran status

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.