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 (https://www.cibc.com/en/about-cibc.html) **What You’ll Be Doing** As a **Director, Operations Management** you will be joining the CIBC Retail Mortgage Services team supporting CIBC’s Infrastructure group. You will be responsible for leading up to 250 team members in the delivery of a range of efficient and cost-effective mortgage fulfillment services to a wide client base within established service levels. You will also champion short-term and transformational changes leading to higher levels of productivity and enhanced client experience. _At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely and will only be required to be on-site on a monthly basis and additionally attend management and partners meeting on-site as required._ **How You’ll Succeed** + **Operations Management:** Oversee the day-to-day operational activities of the mortgage services team including capacity management, quality management, service response, problem resolution and reporting against targets/goals. Ensure adherence to department, CIBC and regulatory standards and policies. Implement and manage the operation's strategic and tactical plan to address the current and future business needs. + **Transformation:** You will drive key transformation initiatives as a service leader in the RESL space related to regulatory conformance, analytics, and automation, AI doc ingestion etc + **People Leadership:** Direct, motivate and develop up to 8 direct reports. Ability to motivate staff in a large-scale, high-volume environment. Promote an environment which encourages initiative, continuous improvement, learning and the generation of innovative ideas. + **Relationship Management:** Develop and foster relationships with business partners to identify client needs and align operational delivery to support solutioning and fulfillment of those needs. Well-developed presentation and communication skills, both written and verbal, to convey ongoing changes/improvements in the operational area. **Who You Are** + Y **ou have at minimum of 5** **years' experience** in the retail lending portfolio. Additionally, have in-depth knowledge of the product lifecycles related to Mortgages, Home Power Plan, Secured Lending, and Insurance. + **You can demonstrate experience** leading multiple operational fulfillment teams. You have previous experience establishing and maintaining stakeholder relationships. You should have deep knowledge of the mortgage industry, and in particular, mortgage processing experience would be a significant differentiator. + **You are a bold and accountable leader.** You’re passionate about developing and growing team members capabilities. You have experience providing coaching and hands on support to meet team goals. + **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 in support of transformational changes within the department. + **You act like an owner.** You thrive when you're empowered to take the lead, go above and beyond, and deliver results. You know how to foster this across a team. + **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, 16th Floor **Employment Type** Regular **Weekly Hours** 37.5 **Skills** Communication, Cost Effectiveness Analysis, Developing Others, Leadership, People Management 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.