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

As an integral member of the CIBC’s Digital Platforms and Client Engagement group within the Digital/Frontline Tools & Enablement team and reporting to the Senior Director, Platform Health & Adoption, the Senior Manager, Platform Health is a seasoned expert responsible for providing highly specialized advice, consultation and expertise in client experience to leadership teams to improve client experience. The Senior Manager leads and manages projects of a moderate or high level of complexity to enhance and upgrade new or existing processes, products and services. The Senior Manager exercises considerable judgement for decision making on complex issues, researching relevant data and developing proposals and recommendations through presenting roadmap progress to internal business partners and executives. The Sr. Manager provides innovative, original ideas and is accountable to broadly defined policy objectives.

At CIBC we enable the work environment most optimal for you to thrive in your role you’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-2 days per week on-site, while other days will be remote.

How you'll succeed

Strategic business leadership & advisory – Act as a specialized business operations owner, business consultant, liaison, influencer, and implementer on various initiatives. Liaise with and leverage partners on projects & initiatives including the  development and negotiation of appropriate operational solutions, developing business requirements, designing processes, implementing and maintaining/continually improving operational effectiveness. Initiatives include but are not limited to product & service process/procedures development and support (including back office), service level agreements, workforce planning. Stay current on industry trends, emerging technologies, and best practices in application services and platform management. Apply insights to inform product strategy and innovation.

Relationship & partner management - Develop and maintain productive relationships with designated business owners and lines of business peers,  including but not limited to Process Solutions, Frontline Operations & Support, Retail Operations, and Technology.  Work with Mobile Advice leadership and the frontline to determine needs and provide appropriate support. Develop and manage relationships with management/senior management (including business leaders).

Platform health oversight - Monitor and drive improvements in platform reliability, scalability, security, and performance. Partner with technology teams to proactively identify and address risks and incidents. Analyze platform metrics and user feedback to identify opportunities for enhancement. Champion best practices and continuous improvement initiatives across the application and platform ecosystem. Plan, coordinate, and oversee product releases, ensuring timely delivery of high-quality features and enhancements. Communicate release plans and outcomes to stakeholders. Ensure product and platform solutions meet regulatory, compliance, and security standards. Collaborate with risk and compliance teams to address emerging requirements.

Platform adoption leadership - Champion the adoption of the platform by systematically monitoring feedback from frontline teams, identifying trends, challenges, and opportunities for improvement. Leverage this insight to inform ongoing enhancements and ensure the platform continues to meet user needs and organizational objectives. Develop, track, and report on adoption metrics in collaboration with National Office teams, providing clear visibility into usage patterns, engagement levels, and progress toward adoption goals. Use data-driven analysis to highlight areas of success and recommend targeted actions to address gaps. Influence and accelerate platform adoption by fostering strategic partnerships with key stakeholders across the organization. Collaborate with business leaders, frontline managers, and support teams to promote platform benefits, address barriers to adoption, and drive sustained engagement.

Experienced in AI - Drive the development, deployment, and optimization of AI solutions that enhance the reliability, performance, and scalability of our core platforms. The ideal candidate will leverage advanced machine learning and data analytics to proactively identify issues, automate diagnostics, and support strategic decision-making. 

Who you are 

You can demonstrate 5 to 8 years of work experience as a specialized business operations owner or consultant, leading cross-functional initiatives involving the development and negotiation of operational solutions, defining business requirements, process design, and continuous improvement. Demonstrated ability to drive product and service process development (including back office), service level agreements, and workforce planning, while leveraging industry trends and best practices to inform product strategy and innovation.

You can demonstrate 5 to 8 years of work experience with hands-on monitoring and enhancing platform reliability, scalability, security, and performance. Ability to analyze platform metrics and user feedback, champion best practices, and lead continuous improvement initiatives. Proficient in coordinating product releases, ensuring compliance with regulatory and security standards, and collaborating with risk and compliance teams to address emerging requirements.

Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

You understand that success is in the details.  You notice things that others don’t.  Your critical thinking skills help to inform decision making. Understands complex issues and concepts related to new and evolving business needs, can get up to speed quickly with regard to new subject matters and is able to deal with changing circumstances.

You are a problem solver. You can demonstrate strong problem solving and decision-making skills: able to analyze situations, develop and implement solutions, often within narrow time frames and often working with a wide variety of others.

You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.

You are an exceptional communicator, adept at presenting both factual and conceptual information that may require in-depth explanation or interpretation. You excel at engaging with stakeholders at all levels of the organization, consistently building productive relationships among leaders, departments, and partners across business groups. You demonstrate proficiency in conveying complex ideas clearly and collaborating effectively with diverse audiences.

Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

#LI-TA

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, 27th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Implementation, Cross-Functional Partnerships, Data Reporting, Decision Making, Digital Adoption Platform, Metrics Analysis, People Management, Process Improvements, Reporting and Analysis, Stakeholder Management, System Reliability