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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.
To learn more about CIBC, please visit CIBC.com
What You’ll Be Doing
As the Senior Manager, Workforce Planning and Optimization, you will design new servicing strategies and operations capabilities that will increase and grow overall revenue, improve customer satisfaction metrics and overall client experience and create operational efficiencies. You will manage projects in support of our contact centres, design and build business cases for new servicing and operational capabilities, manage the “end-to-end” delivery of multiple servicing and operational capability improvement programs and prepare recommendations and funding requests for Frontline Support senior leadership based on detailed business cases .
How You’ll Succeed
Project Management - Monitor implementation of projects to ensure success, including major milestones and if necessary reassign project priorities to maintain the project schedule; this includes monitoring the involvement of internal and external resources and ensuring that senior management approvals on project progress or problem resolution are obtained in a timely manner. Monitor and justify expenditures against project budget and prepare status reports
Strategic Developments - Develop organizational improvement and process enhancement strategies for Frontline Support Senior Leadership to increase revenue, reduce costs, increase management capability or improve customer loyalty, experience and satisfaction metrics. Think strategically to identify ways to improve the business including new business opportunities and capabilities for existing and emerging tools with Verint/Genesys, scope, build support, develop detailed business case, obtain approval and drive to implementation. Cultivate a results-oriented and continuous improvement performance culture built off values of teamwork, leadership, relationship management, innovation and integrity.
Operations - Support the operational alignment and transition of ongoing business operations for approved initiatives by developing appropriate business cases, outlining costs, resources, timeframes and any other related requirements, such as technical and functional specifications. Exercise sound operational acumen and judgment in the formulation of strategic recommendations to foresee and mitigate high-impact issues and complexities. Using logical and systematic techniques, establish a holistic understanding of processes or operations.
Who You Are
You can demonstrate experience in strategic and business planning, business case development, practices, procedures and principles of project management and contact centre operational processes. You also have 5-7 years of industry experience in a strategy, process improvement or analytics role
You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
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 during the application or interview process, please contact Mailbox.email@example.com
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
Toronto-750 Law Ave. W., W1