We\xe2\x80\x99re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what\xe2\x80\x99s 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

Direct Financial Services (DFS) provides personal and business clients across Canada with direct-to-consumer products and services through a strong network of sites and Contact Centers. Lines of business include; CIBC Investor\xe2\x80\x99s Edge and Simplii Financial. DFS priorities are aligned to CIBC\xe2\x80\x99s priorities to focus on our clients, innovate for the future, and simplify our bank.

Reporting to the Senior Director, Simplii Digital Sales & Client Experience Transformation, the Senior Manager of Client Experience Transformation will work with partners to identify, prioritize, manage, and track transformative initiatives to enhance the experience of our clients when they interact with us. To effectively perform this role, the Senior Manager will acquire a strong understanding of Simplii\xe2\x80\x99s channels and products.

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

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  Improve client experiences by collaborating with business partners to \xe2\x80\x93
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    Understand and map end-to-end client journeys of current state and ideal state
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    Identify and prioritize medium to large-scale improvements
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    Build and execute best-in-class experiences for clients
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  Prioritize improvement opportunities based on analysis of cost savings, improved client experiences, improved employee experiences, and increased revenue
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  Support development of business cases, implementation of projects and initiatives, and track business outcomes and communicate to key partners
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  Provide input and strategic direction to recommendations regarding the ongoing improvement of Simplii channels to improve interactions
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  Partner with external vendors to identify solutions and assess cost and benefit analysis of implementation based on Simplii\xe2\x80\x99s platforms and operating models
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  Remain up-to-date on new technologies and innovative solutions for contact centre and digital channels to deliver an enhanced experience for clients and employees
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  Manage stakeholder expectations and act as the key point of contact between key business partners to ensure effective prioritization of initiatives

People Management/ Leadership

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  Provide leadership and guidance to a team of professionals to ensure individual and business goals are achieved and/or exceeded. This includes attracting, aligning, motivating, and retaining people with competencies to meet present and future business goals in the highly competitive market for talent across online and mobile.

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  Set appropriate context when assigning work to ensure that individuals\xe2\x80\x99 roles support the achievement of the business unit\xe2\x80\x99s priorities and Simplii\xe2\x80\x99s overall goals
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  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
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  Create a positive work environment and being an effective role model by championing Simplii\xe2\x80\x99s mission, vision and values
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  Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect

Who You Are

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  Strong communication and organizational skills
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  Experience working in a team and in client experience strategy and execution
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  Proactive and resourceful, able to work alone, lead teams within dedicated and cross-functional teams
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  Well-developed presentation/ interpersonal skills
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  Knowledge of tools and techniques for anticipating, recognizing, and effectively dealing with existing or potential conflicts at the individual, group or situation level
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  Agile/ Adaptable and comfortable with working in a fast-paced environment and comfortable working in ambiguous situations

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.

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  We work to recognize you in meaningful, personalized ways including a competitive compensation, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan and MomentMakers, our social, points-based recognition program.
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  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.
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  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.

What you need to know

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  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
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  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.

Job Location Toronto-161 Bay St., 4th
Employment Type Regular

Weekly Hours 37.5
Skills
Business Development, Call Center, Contact Center Management, Customer Experience Mapping, Customer Journey, Customer Journey Mapping, Mapping Technologies, Vendor Development, Vendor Management