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 As an integral member of the Payment Operations Team, reporting to the Senior Director, Payments Operational Excellence & Product Modernization, the Senior Manager, Payments will be responsible for the management of Payment Production issues, compliance and regulatory affairs. The Sr. Manager will work in partnership with Retail Risk Management, Payments & Client journey team, Business Controls, Payment Product team, Compliance/Regulatory teams and Project delivery team to support the achievement of operational targets. Through collaboration, we are focused on enhancing our client payment experience, monitoring overall volumes, and implementing recommendations that provide process efficiency. At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote. How You’ll Succeed Stakeholder Management - Collaborate with and align diverse stakeholders to ensure the timely delivery of high-impact initiatives. Foster strong engagement by managing competing priorities and needs effectively, while setting clear expectations across all organizational levels. Conduct business analysis to assess the feasibility of initiatives and enhancements. Gather and interpret data from various sources, including reporting, research, and monitoring activities, to provide actionable insights and support decision-making. Risk Management - Evaluate the impact of introducing new risk or product deployment strategies into the operational centre including the identification of resource requirements and to identify and assess organizational risks and opportunities for enhancing agent performance and make appropriate recommendations. Lead Operational workstreams for all new product features and enhancements including owning, documenting operational processes, etc., lead work for Visa and Interac compliance programs as well as represent Payment Operations team for various internal risk exercises e.g. Risk & control self-assessment, operational resilience, deficiencies, internal audit, CIRA, etc. Drive continuous review of policies and procedures ensuring that they are compatible with our overall strategy and objectives and comply with relevant legislative and regulatory requirements (Privacy, Confidentiality, Reputational risk). Production/Operations - Identify and address process gaps and procedural issues within the Payment Operations team, ensuring timely tracking and resolution by collaborating with product owners. Own, manage, track and close out production issues assigned to the Payments Team. Manage ad hoc business requests for production issue testing to ensure implemented solutions do not increase overall exceptions. Oversee the creation and delivery of key reports that drive improvements in the efficiency and effectiveness of the business unit. Conduct regular reviews of reporting processes to eliminate redundancy and streamline efforts. Manage the overall SLA regarding client escalations referred to Payment team from Client Care/ Privacy Office/Executive Client Relations. Provide support to the management team. Share knowledge and expertise. Act as a point of contact for Payment operation issues, concerns, questions etc. Make presentations as required to CIBC internal audiences with the intent of educating others on Payments. Cross Functional Collaboration - In collaboration with Payment product owners, manage all process gaps and procedural issues in production. Oversee the overall day-to-day activities of the Payment Operations Team. Responsible for owning, managing, tracking and closing any deficiencies, risks, audit issues assigned to Payments Team. Who You Are You can demonstrate 3 to 5 years work experience within a Payments environment. You can demonstrate 3 to 5 years work experience with influencing and negotiating the direction and nature of Risk policies and procedures with a sound knowledge of industry best practices and in the spirit of continuous improvement. Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard. You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results. You look beyond the moment. You make decisions and take actions that will make a difference. You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible. Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability. #LI-TA 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 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. Job Location Toronto-81 Bay, 25th Floor Employment Type Regular Weekly Hours 37.5 Skills Analytical Thinking, Audit Management, Compliance Reviews, Cross-Functional Partnerships, Executive Presenting, Operations Management, Payment Card Industry (PCI), Payments Industry, Production Troubleshooting, Relationship Management, Risk Assessments, SLA Management, Stakeholder Management, Stakeholder Requirements At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.
