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

Reporting to the Director, Digital Strategy and Implementation, Client Account Management (CAM), the Senior Consultant, Digital Strategy and Implementation is accountable for supporting the management and development of Digital channels and self-service capabilities for delinquent and pre-delinquent clients serviced by CAM. You will manage existing Digital Channels as well as lead and/or support the strategic initiatives by conducting assessments to identify and size opportunities, gaps, overseeing initiatives from ideation to implementation. You will also facilitate discussions and sessions with internal and external stakeholders and subject matter experts to gain alignment and buy-in for projects related to CAM’s Digital Strategy. You are expected to work cross functionally and will be exposed to senior leadership across the organization by giving presentations, showcasing the Digital roadmap, as well as representing as a subject matter expert for CAM Digital Channels. You will be required to support or build business cases to articulate project benefits and present initiatives for funding. The incumbent may have informal/formal people management responsibilities.

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

Strategic Thinking – Think big and connect the dots. Develop the strategic vision for new digital capabilities keeping the end-to-end client journey top of mind. Establish and monitor KPI measurements to ensure initiatives deliver expected outcomes, as defined in business case. Construct compelling and convincing strategy decks. Articulate the strategic vision, client and business benefits to gather buy-in from stakeholders.Partnership and Collaboration - Identify, prioritize, and influence, backlog items to achieve innovation for the client journey. Improve current digital strategies and technology capabilities across products and client journeys.  Plan for and establish a test and learn schedule for ongoing client engagement improvements. Conduct and present periodic market research on Digital adoption, including tools, capabilities, vendors in the Retail Risk/Collections space.Product Owner in Digital Strategy - Establish long term vision and scope. Leverage client insights, analytics and benchmarking for products, focusing on improving the end to end client journey for client’s facing financial hardship. Design Digital Strategies with focus on our culture and performance purpose, ensuring that data and system capabilities are leveraged empowering our front-line managed portfolio, offering best client experience.Analytical Approach – Work closely with Analytics and Operational Strategy teams to monitor current digital product performance,  identify trends or changes in performance and establish proposals to positively influence Digital KPIs.  You should be comfortable analyzing large data sets to create a story to present it to senior leadership team.  Work with partner teams to build or enhance existing reporting to further enhance our ability to track and report on our Digital KPIs.  Advancing AI in Collections – experience with generative Artificial Intelligence (gen AI) to drive development of potential use cases and proposals in order to make Digital Strategy work as well as CAM resources more efficient. 

Who You Are

You can demonstrate experience in creating and deploying digital marketing strategies and tactics with emphasis on client digital engagement (online and mobile), working in cross functional environments to launch new projects and initiatives as well as managing relationships at the Senior Executive level and have consultative or management level experience including solving complex problems. Working knowledge of strategic planning principles sufficient to identify and develop initiatives. You have a strong understanding of collections business including enhanced technical knowledge in order to deal with more complex problems independently. You have strong analytical and financial acumen with developed knowledge in several areas of industry/client/activity sufficient to interpret, analyze and apply relevant issues and developments.You are client-focused.  You utilize client-centric approach when developing solutions and strategies.  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.Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.You're digitally savvy. You seek out innovative solutions and embrace evolving technologies including gen AI. You can easily adapt to new tools and trends.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-CC East 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Banking Technologies, Business Collaboration, Collections Experience, Communication, Data Analysis, Data Interpretations, Debt Collections, Decision Making, Design Thinking, Digital Communications, Digital Product Development, Digital Product Management, Digital Transformation Strategy, Highly Resourceful, Innovation, Personal Banking, Problem Solving, Project Management, Self Motivation, Stakeholder Management