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 will join CIBC’s Client Servicing Technology(CST) group as the Director, Contact Centre Service Delivery where you will be responsible for the Application Support(24/7/365) for Contact Centre and CAM technology.  

 

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

Strategic and Proactive Leader: Direct and manage all aspects of production support for large, complex, mission critical applications. Anticipate and address production-related issues before they are emerging. Define, educate and enforce proper processes, guidelines and practices that will enable minimal impact to applications in production. Focus on continues improvement and application resiliency to minimize and avoid client impact.

Relationship Management: Manage relationships with delivery areas, business partners and vendors; interface and maintain communications, lead incidents resolution, monitor business escalation and technology change roadmap to provide on-time response and support. Proactively manage offshore vendor relationships for support resources to ensure effective utilization and resolution of incident round the clock.

Strong Leadership: Be a bold and authentic leader who is passionate about developing and coaching to bring out the best in people. Direct, motivate, develop and manage performance of the management team and key staff who is focused on Application Support, Incident and Problem management.

Who you are

You are a seasoned technical leader. Technical Expertise Experience is a must in this role. You will have a minimum 10+ years strong technical background in Application Support, Incident Management, Problem management, for call center technology, Cloud technology, Integration patterns and Security. You will be able to adapt to the fast paced environment.  

You can demonstrate experience through a strong operations and development background within a financial institution, specifically in the areas of Contact Centre systems. You have experience managing and maintaining Enterprise Tier 1 Critical Applications that support call center processing and execute 24/7/365. You possess a team-oriented behavior that engages your team members for the knowledge and ability they bring to the table to determine corrective course of action, determine root cause and correction

You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.

You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

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.

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 act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results.

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 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, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Call Center, Service Delivery