Vice-president, Strategy, Transformation and - Toronto, Canada - CIBC

CIBC

Verified Company

Toronto, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

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

Job Description:

The Vice-President, Strategy, Transformation and Contact Centre Support is accountable for providing the delivery of day to day operational support for the Contact Centre channel within Technology, Infrastructure and Innovation.

The Vice-President will provide leadership on the design, development and implementation of innovative initiatives including digitization, automation and AI driven capabilities to increase operational effectiveness, flexibility and scalability to enhance the client experience and strengthen employee capability.

As part of the Technology, Infrastructure and Innovation leadership team, the role actively participates in the development of strategies aimed at increasing our contact centre front line effectiveness and improving our customer satisfaction results as we strive to be the number one bank in client relationships.

As an organizational leader, this role champions:

CIBC employee experience principles:_
Always professionalso our team members can excel and be their best professional self.
Radically simpleso our team members can focus on what they need to do and make an impact.
Genuinely caringso our team members can feel valued for who they are and what they contribute.

CIBC leadership capabilities:_

Envisions the future to innovate purposefully to create new value and harness new capabilities in order to meet the evolving needs of our diverse stakeholders.
Inspires hearts and minds to build an inclusive culture where we make bold choices, collaborate, and empower others to take chances and do what's right for our stakeholders.
Drives action and impact, together to align with urgency around what matters, making decisions with speed and always making a real difference.

What You'll be Doing

Strategy Design and Increasing the Client Experience- Help to develop and execute the Contact Centre Frontline Support mandate of enhancing CIBC's overall client relationships by delivering effective and efficient operations.- Oversight for budget and workforce planning tools and models to identify shifts in business strategy and client behaviour, strategic drivers of demand, evolving and improving business objectives to provide extensive real-time analysis to be able to deliver optimization opportunities through statistical and machine learning based capacity models.- Contribute as a key member of the Contact Centres Leadership Team to the overall strategic direction of contact centre frontline support and establish business priorities and goals.- Lead the ongoing development of contact centre frontline capabilities and ensure the delivery capability can effectively fulfill CIBC's strategies and goals as well as meet customer expectations and needs.- Promote the use of contact centre frontline sales capability to support segment offers, drive customer acquisition for new business ventures and maximize revenue generation for CIBC.- Provide leadership and direction to the development of major initiatives and/or programs that impact the contact centre frontline.

Project Delivery and Operational Effectiveness- Lead a team of professionals across varied functional areas of expertise, including business development, workforce and capacity planning, process engineering, project management, and quality monitoring.- Lead contact centre transformation with digitization, automation and AI generated capabilities to build the Contact Centre of the future.- Champion sound project and change management processes in order to continuously improve project delivery and effective business change.- Oversee the management and execution of key projects and initiatives to ensure effective project governance and to ensure an appropriate control environment is maintained throughout the project cycle.- Develop initiatives that drive better execution against project or program deliverables, such as integrating process engineering process/skills into the development cycle.- Manage risk operations and resources on behalf of the business, ensuring effectiveness of processes, efficiency of operations and timeliness of weakness identification and correction.- Establish a Business Recovery Plan including developing and implementing plans/actions to address operational issues.

Stakeholder Relationships- Foster relationships with key business partners to ensure contact centre frontline operations are well positioned to support the achievement of business and financial objectives.

- Represent CIBC on related forums, associations and industry groups as required in order to