Log In
Sign Up
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
Job Description
What You’ll Be Doing:
Reporting to the Vice President, Contact Centre Strategy, Transformation and Support, the Senior Director, Workforce Planning & Optimization will support all budget management, capacity planning and resource planning across 30+ CIBC & Simplii Contact Centres. This includes collaborating with Product, Marketing and Operations teams as well as Talent Development, Talent Acquisition and other teams to drive client experience and staffing / skilling strategies resulting in improved client experience (NPS), employee experience and operational performance. The Senior Director will have accountability for the Budget management and Workforce Planning teams supporting all channels and will be a key strategic leader driving transformational and operational strategies across Client Service Operations.
The ideal candidate will possess both an analytical background that enables them to manage quantitative planning, scheduling, intra-day management, and a demonstrated ability to think broadly and strategically about client experience and Contact Centre effectiveness. This leader will build strategic relationships and work closely with multiple business teams, including Contact Centre Operations; Learning & Development; Recruiting; Finance; Technology, as well as many other functions. In addition to strategic leadership, the successful candidate will have direct accountability for the budget and workforce planning tools & models, perform extensive real-time analysis, determine and present optimization opportunities, and be a key strategic partner for the Contact Centre decisions to address some of the unique challenges in this space. Success in this role will require the ability to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time action. This will include regular and on-demand, presentation and reporting of strategy and results to all levels of leadership and stakeholders across the bank.
-
You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.
How you’ll succeed:
-
Planning & Strategy Proven track record in building strategic plans to manage budgets and business outcomes – ideally with 5+ years in managing demand and resources for a large workforce. Working with Business Partners as part of the perpetual planning process to identify shifts in business strategy and client behaviour, strategic drivers of demand, evolving and improving business objectives, and the ability to translate these needs into appropriate statistical and machine learning based capacity models. Preparing business teams to identify and support upcoming change to strategy and client behaviour and partnering to ensure resource adjustments can be made in support of change. Provide strategic direction, tactical leadership and day to day oversight for the Budget, Workforce Planning and Operations teams.
-
People Leadership – Track record in creating a high performing team though motivation, coaching, learning and development activities Leading direct report team to achieve performance goals and develop necessary functional, technical and leadership skills to drive continuous improvement across the team. Ability to motivate the broader customer service team in a large-scale, high-volume environment, supporting an environment which encourages initiative, continuous improvement, learning and the growth of every individual. Proven strength in managing performance by providing fair and accurate feedback, identifying and removing obstacles to performance and connecting performance expectations with business priorities.
-
Innovation- Track record of innovation and exploring success through pushing the boundaries of best practice. Experience and participation in leading workforce planning practices; engaging in industry forums and panels to stay current with the state of the art in both process and technology. Demonstrated strength in partnering with technology teams on new initiatives, including launch of industry-leading decision support tools
Who you are:
-
You can demonstrate strong experience and knowledge in Workforce Planning, Management & Optimization, and ideally having led a Contact Centre in both operations and support management functions.
-
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 bring a shared vision to life.
-
You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what’s possible.
-
You are a bold and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and driving successful team performance.
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 health benefits program, defined benefit pension plan, an employee share purchase plan 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
-
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-81 Bay, 18th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Business Effectiveness
