Job Information
CIBC Senior Manager, Service Resolution in Toronto, Ontario
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 Senior Manager, Service Resolution, Employee Technology Service (ETS), you will join CIBC’s Employee Support Services & Transformation (ESST) team to ensure the delivery of Level 2 Incident management and resolution. Your mandate is to resolve technology issues so CIBC team members can return to work as soon as possible.
You will lead the development of your team, policy and procedure for the reporting, tracking and resolution of employee technology incidents. Acting as an advocate for the CIBC Employees, you will work with internal and external partners to determine, negotiate, and manage services to agreed service levels. You will be responsible for managing the service delivery and operations of the Service Resolution team, including developing and implementing new functions and services. Additionally, you will help drive the transformation in the delivery of such things as Service Level Management, Incident Lifecycle Management, by making data-driven decisions.
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, 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
Service Excellence: You have the ability to understand and prioritize CIBC employee needs and expectations, provide excellent service in direct and indirect manner, and fulfill expectations. With this employee focus, you will continue to develop a sense of ownership and drive for excellence in service delivery across the team.
Decision Making & Critical Thinking: Your understanding how to turn endless data into useful information in order to make informed decisions. Your technical experience with a variety of systems and applications creates an advantage while your ever curious mindset keeps you seeking both solutions and improvements. You are a ‘lean’ thinker with an awareness of both waterfall and agile project delivery methodologies.
Team Management and Team Building: Your ability to form, manage and motivate effective high-performing teams is an asset. You are an inspirational leader who isn’t averse to making difficult decisions. You genuinely care about your team and work closely with them to develop and enhance their CIBC careers. You appreciate the value of mentoring and coaching brings to your team and CIBC.
Communication & Collaboration : You are a strong communicator who can express themselves with ease across various levels of the organization. You understand that communicate is more than just words so you can adjust your tone, style and structure to fit the situation. You will be speaking directly to CIBC employees, presenting results to senior leadership and regularly speaking to your team. Your ability to influence successful outcomes is key.
Who You Are
You're passionate about people. You find meaning in relationships and surround yourself with diverse thinkers and team members. 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.
Values matter to you. You bring your authentic self to work, and you live our values – trust, teamwork and accountability.
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 have passion in creating innovation, collaborating, and leading those who are up for the challenge of building the bank of the future and delivering solutions that meet CIBC employee changing technology needs.
You are a bold and accountable leader. You have experience developing and implementing strategic goals. You have coached employees and help them to strive for exceptional outcomes and team performance. You do not shy away from difficult conversations.
You act like an owner. You thrive when you're empowered to take the lead, go above and beyond, and deliver results. We win together.
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.
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, 14th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, Business Technology, IT Technologies, Operational Efficiency, PC Technology, People Management, Service Delivery, Strategic Objectives, System Applications, Technology Tools
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.
