Job Description

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
What you'll be doing
The Retail Mortgage Services team supports the fulfillment & servicing of the CIBC & Simplii Real Estate Secured Lending portfolio. The Sr Director, Operations Management is a comprehensive leader responsible for providing strategic leadership and execution of several transformational project initiatives in operations services. The role applies expert business knowledge to provide thought leadership on operational efficiency, controls and risk, ensuring that the business unit complies with policies, standards, and guidelines. This role will oversee all operational activities across multiple mortgage processes and service teams, including service level management, capacity management, quality management, business/client issue management and performance reporting against targets/goals to senior executives.
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

• Leading and Mentoring - Support critical processes and provide guidance to a diverse team of Operations leaders. Maintain a collaborative work environment and support team members to resolve organizational, operational, and process problems.
• Operational Strategy Design - Collaboratively build & execute a comprehensive multi-year, end to end, client-focused transformation strategy.
• Provide comprehensive knowledge - Practices, procedures, and principles relative to developing and managing new and innovative operations/processing service areas
• Effectively manage - DOE financials by ensuring accurate budgeting, forecasting, cost allocations, and reporting. Continuously identifying opportunities to drive efficiencies by leveraging AI, Automation & Capacity optimization.
• Drive exceptional client and partner experiences - By establishing clear communication channels, proactively addressing concerns, and implementing feedback-driven improvements to service delivery.
• Manage regulatory risk - Staying current on relevant regulations, ensuring compliance across all operational activities, and proactively addressing potential areas of risk through policy updates and staff training.

Who you are

• You are a bold and accountable leader. You are passionate about developing and growing team members capabilities. You have experience people change management, providing coaching and hands on support to meet team goals.
• You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
• 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 in support of transformational changes within the department
• You're goal oriented. You're motivated by accomplishing your goals and delivering your best to make a difference.
• You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results. You know how to foster this across a team.
• 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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.
*Subject to 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
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.
Expected End Date 2026-10-30
Job Location Toronto-81 Bay, 28th Floor
Employment Type Regular
Weekly Hours 37.5
Skills Cost Effectiveness Analysis, Customer Experience (CX), Employee Experience, Leadership, Process Changes, Project Delivery, Project Management Oversight, Results-Oriented, Strategic Objectives, Strategic Projects

Skills Required