Job Description

Company Information:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.




We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.




We're always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

Position Overview:

Reporting into the Director, Infrastructure Operations the Employee Technology Operations Lead will oversee Technology User Experience and Access Operations. This role will address gaps in standards, processes, and governance that affect service quality, while establishing access management frameworks and ensuring compliance with security and regulatory requirements. Additionally, the role provides support oversight for Technology Asset Management, and in-office executive support, acting as a BAU escalation point for user technology issues. They ensure consistent, high-quality service for both clients and employees, manages a team of IT support specialists, and serves as a liaison between IT and business stakeholders to deliver excellent employee technology services.

Responsibilities:

Establish and maintain access management frameworks and processes for third-party applications. Lead Technology User Experience and Access Operations driving both daily service delivery and long-term strategic initiatives. Lead and coach a team of IT Support Specialists, ensuring effective human resource management to promote a positive employee experience while achieving department goals. Identify and address gaps in standards, processes, and governance affecting service quality. Ensure compliance with security and regulatory requirements for application access. Develop and maintain operational and technical documentation for security administration procedures, according to approved designs to minimize security risks for new systems and applications. Oversee the all-application access provisioning process (Parents and Vendor services). Support oversight of Technology Asset Management. Manages the team and its responsibilities, including:

o Day to day support of technology services supporting CIBC Mellon users

o Communicating to and managing expectations of business users

o Identification of opportunities for development or improvement of support processes

o Ongoing operational governance of 3rd party service providers

o Collaborating and providing input on support requirements for new initiatives

Collaborates and maintains strong relationships across with department leaders and establishes rapport and credibility with multiple lines of business and service providers Accountable for white glove support for executives. Manage in-office support for CIBC Mellon. Act as a BAU escalation contact for user Technology and Access enablement issues. Drive consistent and high-quality service for clients and employees.

Qualifications:

Education/Experience


Undergraduate degree in Computer Science or equivalent technology discipline. 5-8 years experience in Information Technology. 1-3 years of people manager experience is preferred. Understanding of Information Technology Infrastructure Library (ITIL) methodologies, with in depth expertise in technical support process. Proven experience in technology support services and access operations. Strong understanding of access management frameworks and regulatory compliance. Experience with application provisioning processes. Ability to manage executive-level support and in-office technology services.


Specific Knowledge & Skills (not preferred or an asset)

Excellent problem-solving and escalation management skills. Strong written and oral communication skills, along with interpersonal skills that demonstrate ability to adapt messaging across various levels of individuals. Capacity to quickly learn the organization's goals and objectives; ability to direct work to meet these goals and objectives Ability to effectively prioritize and execute conflicting demands Exceptional client service orientation and commitment to meeting the expectations of internal clients.

Working Conditions Unique to Job (i.e. Standard Office Environment)

Working conditions are those of a standard business office with some travel between offices Fast-paced work environment

CIBC Mellon's Values:

Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards

Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward

Be One Family: Challenge, empower and recognize your colleagues

Take Ownership: Speak up, speak out, and make things better

Job Specific Competencies:

The base salary range for this position is between $84,000 - $126,000 dependent on relevant experience. * Please note, our recruitment process may include the use of AI-assisted tools.