SeniorFull TimeEN
We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.
At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com
What you'll be doing
Our contact centres – voice, messaging and automated (IVR/voice assistant) channels - are evolving with advancements in AI and other technologies. This role will work closely with senior leadership to define the future of CIBC’s contact centres – across service design, omnichannel capabilities and operating model. As a senior consultant you will translate strategic vision into actionable roadmaps; lead and drive strategic initiatives; and measure outcomes to ensure alignment with organizational objectives.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.
How you'll succeed
People Leadership & Development - Provide strategic and thought leadership. Manage all aspects of strategy development and road mapping.
Manage Team Operations - Manage strategic operations including template development, recurring executive decks and cross team meeting coordination to support program execution.
Strategic Design & Planning - Support the development of comprehensive business strategies with supporting initiatives and plans (multi-year roadmaps) to enable us to deliver on our mandate, goals and objectives. Perform research to evaluate potential opportunities and ensure the team has robust competitive intelligence and strong awareness of trends, industry developments, client needs and regulatory changes.
Implementation and value realization – Independently own and drive strategic initiatives. Establish baseline metrics and define KPIs and dashboards; track benefits such as deflection/containment rates, average handle time, agent productivity, client net promoter score etc. to ensure success.
Financial Modeling & Acumen – Support the curation of financial models that support business cases, focused on optimizing cost-to-serve and revenue opportunities.
Story Telling & Client Focus - Stay up to date on latest innovations and challenge the status quo while bringing a client focus on clients and users. Very strong written (PowerPoint, Word) and oral communication skills.
Who you are
Strong business acumen and you can connect the dots between the enterprise, business unit and distribution/channel strategies and provide recommendations to ensure outcomes align to collective goals and objectives (including financial analysis, strategic prioritization, etc.
Understanding of contact center's in a multichannel distribution model. You understand the contact Centre ecosystem and trends shaping the industry. You are familiar with optimizing cost-to-serve and channel prioritization based on desired business outcome.
You can take ownership and navigate through complexities. You can independently handle projects and take ownership to drive them successfully. You understand and respond to underlying issues and shape the decision-making process in situations that involve complexity.
You enjoy uncertainty and ambiguity. You understand that to innovate you must be comfortable deciphering what needs to be done next. You develop imaginative solutions and new ways of thinking about situations, problems, and opportunities.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You're passionate about people and put clients first. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
What CIBC Offers
At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.
We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.
Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and program terms and conditions
What you need to know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.
We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).
We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.
Job Location
Toronto-81 Bay, 18th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Professional Presentation, Relationship Management, Teamwork
