Senior Consultant, Service Excellence

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 CIBC.com

What You'll Be Doing

You’ll be joining CIBC's Contact Centre Service Delivery team to foster ideation and impact our digital and agile transformation by enhancing our clients’ banking experience. As a Senior Service Excellence Consultant, you’ll be responsible for the technical leadership on implementation including planning, design, delivery, operational readiness, and integration of cross-functional, multi-platform application systems.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, details on your work arrangement (proportion of on-site and remote work and after hours support) will be discussed at the time of your interview.

How You'll Succeed

• Collaborative Delivery – Provide technical leadership to the agile and waterfall team goals and across functional teams and vendors, actively driving technical discussions and expanding the technical capabilities of the team. Lead the implementation, delivery and transition into day 2 of cost-effective and innovative solutions to meet business objectives while also maintaining existing applications.
• Strategic Thinking - Provides comprehensive senior level technical consulting to senior management and senior technical teams. Leads the implementation activities with project teams and vendors in order to ensure successful delivery of programs and transition into operations. Makes recommendations on technology decisions that are often made in situations where business requirements are not completely defined.
• Service Excellence – Actively seeks opportunity to make CIBC a better place to work and do business. Commits to understanding delivery, operations and support team goals, driving operational efficiencies across technology, business, and vendors, and enables a seamless customer experience.
• Lead and Influence - Provides technical leadership and consultation for senior management on a wide spectrum or emerging technology including for operational readiness, support, and transition into day 2. Leads solution planning and implementation strategy review sessions and ensure overall solutions align with business and project requirements. Monitors production and user experience to support and troubleshoot complex problems on applications and technologies. Assists in the transformation from Waterfall to Agile methodologies/practices.

Who You Are

• 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 create a shared vision.
• You have 5+ years of experience in a Management position or related experience leading enterprise Contact Centre programs and migrations to cloud.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You have experience in Agile/Scrum/Kanban and waterfall methodologies, processes, roles and practices and with Application and/or Architecture delivery.
• You understand vendor management and are self-motivated to lead the technical delivery and implementation of complex enterprise programs.
• You can demonstrate leadership in: Contact Centre technology and project delivery as well as a pulse on innovative technology and technical experience with digital technologies.
• You’re digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

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.

• Our spaces and technological toolkit will make it simple to bring together great minds to build 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.
• 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 moment makers, our social, points-based recognition program

What You Need To Know

• 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.
• 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 [email protected]

Job Location

Toronto-81 Bay, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Agile Transformation, Business Objectives, Cross-Functional Teamwork, Development Planning, Innovative Solutions, Leading Project Teams, Strategic Planning, Strategy Implementation