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
Reporting to VP Contact Centre Support \& Optimization you will be responsible for driving the overall strategy, service delivery and project execution for our contact centres, ensuring a seamless and efficient client and employee experience. You will play a pivotal role in optimizing contact centre operations, leading transformation initiatives, and enhancing service excellence in alignment with the bank's objectives. You will define the strategic objectives, business outcomes and capabilities required to achieve those objectives. You will direct the development and delivery of cost-effective projects. In addition, you provide delivery oversight and have key accountability for the delivery and outcomes of strategic projects, overseeing strategic planning and supporting the VP, Contact Centre Support \& Optimization to ensure strategic goals are achieved.
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
- Strategic Leadership \& Transformation - Develop and execute a multi-year contact centre strategy to enhance the client experience, operational efficiency and digital integration. Drive transformation initiatives, leveraging technology, automation and AI to optimize contact centre operations. Ensure alignment of contact centre strategies with the bank's broader client experience and business objectives.
- Service Delivery Excellence - Implement and monitor key performance metrics, driving continuous improvement in client satisfaction, call resolution and service delivery. Lead initiatives to streamline processes, reduce costs and enhance workforce management strategies.
- Project Management \& Execution - Direct the planning, execution, and governance of major contact centre projects, including technology upgrades, system enhancements and operational improvements. Collaborate with IT, business units and external vendors to ensure successful delivery of strategic initiatives. Ensure projects are delivered on time, within scope and on budget while managing risks and stakeholder expectations.
- Relationship Building -- Provide leadership and effective management to influence employee engagement and commitment to the organization, to the team, and to their job by cultivating and managing a high performing team to deliver on and support the mandate.
- People Leadership -- Set appropriate context when assigning work to ensure that individuals' roles support the achievement of the business unit's priorities and CIBC's overall goals. Manage performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.
Who You Are
- You have 10 years of leadership experience in contact centre operations, service delivery, and/or strategy within a large financial institution or similar industry. Bachelor's degree required; MBA or relevant certifications.
- Strong knowledge of contact centre as a service (CCaaS), deployment building strategies, contact centre technologies, workforce management, process optimization efficiency and digital servicing solutions and stakeholder leadership.
- Your influence makes a difference. You know that relationships and networks are essential to success. You successfully build relationships with stakeholders at all levels, fostering cooperation and consensus.
- You are an excellent communicator and influencer. You have a proven track record in creating engaging presentations and can effectively articulate complex concepts and ideas that require thorough analysis and interpretation.
- 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 ***************@cibc.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.
- We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). 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.
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