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
Reporting to the Senior Manager, Operation Strategy, Business Integration, you'll partner with internal strategy teams, external service suppliers, and cross-functional groups across the bank, including Risk Management, Front-end Operations, and Client Experience. As a Consultant, Operational Strategy, you'll help optimize client contact and delinquency strategies to improve effectiveness, enhance the client experience, and reduce overall costs. You'll apply your knowledge of industry trends and legislative requirements related to collections contact strategies to help ensure our approaches remain current and compliant. In this role, you'll collaborate with multiple partners, bring a strategic mindset to problem-solving, and contribute to strong operational outcomes across the business.
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
Analytics - Monitor and analyze champion/challenger and segment performance using data queries, observations, and feedback from front-line teams. Build analytical queries to segment clients and support targeted contact strategies. Conduct regression analysis to identify the variables most predictive of contact success and desired outcomes.
Operational strategy - Design targeted contact strategies for different client segments to improve the client experience, reduce loan losses, and manage costs. Research relevant data and develop proposals and recommendations across contact channels. Develop or support written scripting for non-voice channels tailored to different client segments.
Partnership and communication - Collaborate with external service suppliers to resolve issues and inquiries, and support front-line teams by developing coaching materials that enhance both the employee and client experience across contact channels. Lead moderately complex initiatives to improve processes and technologies. Build and maintain strong relationships with key stakeholders, campaign management teams, portfolio management, and front-line operations to support CIBC Client Account Management's strategic objectives.
Who you are
You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed insights clearly and in a way that drives informed decisions.
You know that details matter. You notice what others might miss, and your critical thinking helps you make thoughtful, well-informed decisions.
You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You adapt quickly to new tools and trends.
You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You value inclusive collaboration and work effectively with others to bring shared goals to life.
You can demonstrate experience in marketing practices and targeted communications, including running champion/challenger strategies across communication channels. It's an asset if you have industry knowledge related to collections strategies and client contact optimization.
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.
*Subject to plan and 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 [email protected]
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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 test (such as simulation, coding, French proficiency).
We use artificial intelligence tools during the recruitment process. 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, 17th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, TeamworkSkills Required
- Experience with marketing practices and targeted communications, including champion/challenger strategies across communication channels
- Industry knowledge related to collections strategies and client contact optimization
- Legally eligible to work at the specified location and, where applicable, possess a valid work or study permit
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What We Do
CIBC is here to help all our clients reach their goals. We know the importance of reliable financial products and services, and we’re dedicated to providing them in a way that lets you bank however you want, whenever you want. With innovative tools designed around your priorities and a team fully focused on your success, you’ll get the insights you need to get even closer to achieving your goals. This culture of innovation and shared values of trust, teamwork and accountability are why we’ve been named a top employer in Canada. They’re also why a career at CIBC is more than a job—it’s an opportunity to grow and work alongside some of the brightest in Canada. La Banque CIBC est là pour aider tous nos clients à atteindre leurs objectifs. Nous connaissons l'importance de produits et services financiers fiables, et nous nous engageons à les fournir d'une manière qui vous permette d'effectuer vos opérations bancaires comme vous le souhaitez, quand vous le souhaitez. Avec des outils innovants conçus autour de vos priorités et une équipe entièrement centrée sur votre réussite, vous obtiendrez les informations dont vous avez besoin pour vous rapprocher encore plus de vos objectifs. Cette culture de l'innovation et les valeurs partagées de confiance, de travail d'équipe et de responsabilité sont la raison pour laquelle nous avons été nommés l'un des meilleurs employeurs au Canada. C'est aussi pourquoi une carrière à la Banque CIBC est plus qu'un emploi : c'est une occasion de grandir et de travailler aux côtés de certaines des personnes plus brillantes au Canada
