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** Reporting to Director, Operational Strategy, you will partner with internal strategy groups, external service suppliers and cross functional areas of the bank such as Risk Management, Marketing and Client Experience teams. As a Senior Consultant, Operational Strategy team member, you will be accountable for optimizing our client contact and delinquency strategies to maximize effectiveness and reduce costs overall and per successful outcome. You will also need to possess a knowledge of industry trends and legislative requirements in contact strategies for collections, and other areas of client contact such as marketing. In addition, you will help lead and support the following: Supporting critical partner initiatives and developing internal strategies to enhance CAM KPI's, Management and oversight of enhanced dialer functionalities and strategies, Product and Risk partner performance review and strategy optimization, Channel performance and digital strategy partnership, Function as SME for external vendors and consulting engagements, Collaborate with analytics and reporting teams to enhance performance reporting and business insights, Oversight and support of critical regulatory controls and partner deliverables. _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 via data queries, observation, and front-line staff feedback. Create analytical queries to segment clients into different groups to create targeted strategies. Conduct appropriate regression analysis to understand what variables are most predictive of contact success as well as desired outcome from contact. + **Operational Strategy -** Create targeted contact strategies for different segments of clients which enhances the client experience and reduces loan losses and cost by researching relevant data and developing proposals and recommendations (for all contact channels). Develop the written scripting for all non-voice channels which are tailored for different segments of clients. + **Engagement and Communication -** Liaise with external service suppliers to resolve problems/inquiries and provide key support to front line including developing coaching materials to improve employee and client experience in all contact channels. Lead projects of a moderate level of complexity to enhance and upgrade new and existing process and technologies. Establish and maintain effective communication networks with key stakeholders, campaign management teams, portfolio management, and front-line operations groups in support of achieving 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're confident in your ability to communicate detailed information in an impactful way. + **You understand that success is in the details.** You notice things that others don't. Your critical thinking skills help to inform your decision making. + **You're digitally savvy.** You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends + **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 can demonstrate experience** and knowledge of marketing practices and targeted communications evidenced by; experience with running champion/challenger strategies on communication channels and Marketing industry knowledge. + **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** Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Large Group Presentations, Process Improvements, Process 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.