Job Information
CIBC Director, Channel Effectiveness 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 the Director of Product Delivery, you will play a pivotal role, acting as the Business Lead, in CIBC's strategic initiative to transition our Contact Centres to a modern platform, transforming client experience journeys and enhancing team experiences. You will define the program strategy and collaborate with various partners to advance delivery, influencing decisions on platform requirements and the overall program plan. Your responsibilities will include leading the completion of business deliverables, overseeing the migration of multiple Line of Business (LOB) Contact Centre to the target platform, and supporting change management activities to ensure a smooth transition. You will build and maintain strong relationships with CIBC technology, governance, communication, and change management groups, ensuring alignment with the target state. Additionally, you will provide leadership, guidance, and driving innovative solutions to improve both client and employee experiences while adhering to Agile methodologies and CIBC policies and practices.
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
Strategic Oversight - Proven experience in overseeing the planning and implementation of complex solutions, including migration strategies for multiple LOB Contact Centres.
Lead high-performing teams - Manage and mentor a team of Product Owners, fostering a culture of collaboration, accountability, and continuous improvement.
Champion agile & governance - Drive adoption of agile practices, lean delivery, and governance frameworks to ensure predictability and compliance.
Relationship Management - Exceptional skills in building and maintaining relationships with internal stakeholders and external CCaaS providers, ensuring alignment and collaboration throughout the project lifecycle.
Ensure compliance & governance - Adhere to enterprise controls for data privacy, consent management, and regulatory compliance throughout delivery.
Technical and Business Acumen – You understand how technology creates business outcomes and can communicate this effectively.
Who you are
You can demonstrate 5 to 10 years of work experience in product ownership, CCaaS/CRM/SaaS Product delivery, or digital transformation, writing user stories, managing backlogs, with at least 2 years in leadership roles.
You give meaning to data. Strong analytical abilities to assess risks, manage project budgets, and track scope changes while ensuring alignment with strategic goals.
Effective Communication. Superior writing and presentation skills, capable of conveying complex information clearly to diverse audiences and drafting communications materials.
You embrace and advocate for change. Adaptability and flexible approach to managing priorities in a fast-paced environment, with the ability to navigate complex issues and implement effective solutions.
You can demonstrate experience in contact centre operations and CCaaS implementation is preferred. A bachelor’s degree in a relevant field (e.g., Business Administration, Information Technology) or master’s degree or relevant certifications (e.g., Project Management Professional (PMP), Agile Certified Practitioner (PMI-ACP)) is an asset.
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
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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 test (such as simulation, coding, French proficiency).
We use artificial intelligence tools during the recruitment process. 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, 18th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, Channel Management, Client Service, Communication, Customer Experience (CX), Detail-Oriented, People Management, Process Improvements, Professional Presentation, Relationship 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 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.