Sr. Director, Contact Centre Operational Support Services

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.

What you'll be doing

Reporting to the VP, Contact Centre Support & Optimization, as the Sr. Director of Contact Centre Operational Support Services, you will play a pivotal role in shaping the future of our contact centre operations. You will develop and lead a Contact Centre Analytics hub to generate insights that inform strategic direction and day-to-day decision-making. Additionally, you will analyze hand-off points between channels to identify opportunities for improvement in client experience. Inspiring and leading a multidisciplinary team while fostering a culture of innovation and continuous improvement will be essential. You demonstrate the ability to establish a long-term vision and strategy for analytics in contact centres. You will also cultivate relationships with internal and external stakeholders to align on critical business objectives and initiatives, contribute to business continuity governance, and ensure compliance with CIBC policies and standards.

How you'll succeed

1. Analytical Expertise: Strong analytical skills with the ability to manipulate large volumes of data to derive meaningful insights.
2. People Leadership: Setting appropriate context when assigning work to ensure that individuals’ roles support the achievement of the business unit’s priorities and CIBC’s overall goals. Managing 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.
3. Change Management: Demonstrated ability to drive change and continuous improvement within an organization.
4. Communication Skills: Excellent written and verbal communication skills to convey complex information to diverse audiences.
5. Technical Proficiency: Familiarity with data management and visual reporting tools, such as Tableau, and proficiency in Microsoft Office Suite.

Who you are

1. You have 10+ years of leadership experience in contact centre operations within a large financial institution or similar industry/experience. Bachelor’s degree required; MBA or relevant certifications or experience with Tableau, Alteryx, Power BI, Speech AI, Python, Google CCI, and MS Office Suite are an asset.
2. Strong Knowledge of contact centre reporting, technologies and operational management.
3. You’re an innovative and conceptual thinker. You have advanced analytical interpretation and problem-solving abilities and strong abilities to develop compelling vision to support strategic objectives.
4. You are an excellent communicator and influencer. You have a proven track record in creating engaging presentations and can effectively articulate complex concepts and ideas that require thorough analysis and interpretation. You know that relationships and networks are essential to success. You successfully build relationships with stakeholders at all levels, fostering cooperation and consensus.
5. 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 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.

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, 18th Floor

Employment Type: Regular

Weekly Hours: 37.5

Skills: Business Effectiveness, Business Processes, Critical Thinking, Customer Experience (CX), Customer Service, Leadership, Long Term Planning, Project Management, Relationship Management, Strategic Objectives

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.