Job Description

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 visitWhat You\'ll Be DoingAs a People Leader within the Retail Client Account Management Services Team (CAM), you\xe2\x80\x99ll lead a team of 20 Credit Counsellors working towards a shared goal - delivering an exceptional client experience. Credit Counsellors contacting customers with the goal of negotiating repayment arrangements on past due CIBC products. This is a Call Centre environment that leverages a variety of reporting and systems. As a people leader, you\xe2\x80\x99ll also hire, develop, and coach your team, inspiring them to perform at their best. You\xe2\x80\x99ll think and act like an owner by helping clients and team members succeed, find ways to reduce net credit loss, improve productivity, lead daily huddles, and coach to influence results within a metrics-driven environment. You\xe2\x80\x99ll make an impact by fostering Trust, Teamwork, and Accountability among your team and partners.You will be responsible for supervising and monitoring daily operations, and developing and implementing strategies that enhance department productivity to achieve improved client satisfaction results. You will follows established policies to analyze quality monitoring results to ensure operational standards in compliance with regulatory requirements and policies. You will execute well defined procedures in leading client satisfaction initiatives that establish enhanced services or technologies, ensuring accurate transaction processes and compliance. You will work proactively to conduct presentations to communicate team achievements and implement change initiatives.A quick note on your availability \xe2\x80\x93 our Contact Centre is open Monday to Friday 8:00 am - 8:00 pm and Saturday 8am-4pm. We\xe2\x80\x99d like for you to be flexible during our working hours. (Training will be fulltime onsite for 3 months)At CIBC we enable the work environment most optimal for you to thrive in your role. You\xe2\x80\x99ll have the flexibility to manage your work activities within a hybrid work arrangement where you\xe2\x80\x99ll spend 1-3 days per week on-site, while other days will be remote.How You\'ll Succeed

• Client Experience - Lead by example and show your team how to deepen client relationships, and meet client financial needs while providing a high standard of service. Go above and beyond to champion CIBC within the community to strengthen and retain client relationships. Encourage employees to quickly resolve client complaints, and to escalate when necessary. Conduct daily closed-loop activities with survey respondents and gain insights on ways to continually improve client treatment and reduce irritants.
• Results Driven Leadership - Build a culture of collaboration across multiple client offers so that clients are served by those best able to meet their financial needs. Monitor business performance and put action plans into place to close any gaps. Manage and minimize risk to safeguard our bank, clients and shareholders.
• People Leadership - Lead and coach a high performing team of Credit Counsellors to deepen client relationships and drive the right kind of growth. Provide meaningful development opportunities for employees and advocate for CIBC within the community to recruit employees who share and demonstrate our values. Connect with your team as a group or with individuals both on site, and virtually through Microsoft Teams.

Who You Are

• You are adaptable. Business needs within the Contact Centre require flexibility in shifts. Manager coverage is an important aspect of support, along with a physical presence to lead and coach. Shifts will range from our hours of operations
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it\xe2\x80\x99s the right thing to do.
• You are a bold and authentic leader. You\'re passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You\'re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You\xe2\x80\x99re a certified professional. Call Centre and previous experience in People Management are both assets
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

What CIBC OffersAt 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 conditionsWhat you need to knowCIBC 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 contactYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permitWe 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 2025-07-05Job Location Toronto-750 Law Ave. W., W2Employment Type RegularWeekly Hours 37.5Skills Analytical Thinking, Client Satisfaction, Initiating Change, Large Group Presentations, Operations Management, Quality Monitoring, Regulatory Management, Strategic Management

CIBC