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 a member of CIBC’s team, the Senior Consultant, Business Effectiveness is a seasoned expert responsible for providing highly specialized advice, consultation and expertise in client experience to leadership teams to improve client experience. The role uses deep knowledge in their field of expertise to lead and manage projects of a moderate or high level of complexity to enhance and upgrade new or existing processes, products or services. The Senior Consultant, Business Effectiveness exercises considerable judgement for decision making on complex issues, researching relevant data and developing proposals and recommendations as well as resources needed to execute the work. The role analyzes situations and data using in-depth evaluation of intangibles with minimal precedent, preparing and presenting roadmap progress, issues and recommendations for resolution to internal business partners and executives. The role provides innovative, original ideas, accountable to broadly defined policy objectives, championing CIBC values and providing support in a manner consistent with the highest quality standards and objectives. _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** + **Operational Analysis -** Assess current contact centre processes, performance metrics, and customer interactions to identify areas for improvement. + **Requirements Gathering -** Collaborate with stakeholders to collect and document business requirements for new initiatives, system enhancements, or process changes. + **Solution Development -** Work with cross-functional teams to design and implement solutions that optimize contact centre operations and improve customer experience. + **Project Support -** Assist in the planning, execution, and monitoring of projects related to contact centre initiatives, ensuring alignment with business objectives. Stakeholder Communication **,** Prepare and deliver presentations, reports, and updates to management and other stakeholders. + **Change Management -** Support the adoption of new processes, technologies, and best practices within the contact centre environment. + **Continuous Improvement -** Monitor industry trends and contact centre best practices to proactively identify opportunities for innovation. Data Analysis & Reporting, Analyze quantitative and qualitative data from multiple sources (e.g., call volumes, customer feedback, agent performance) to generate insights and recommendations. **Who you are** + **You can demonstrate** a minimum of 3+ years of experience in business analysis or consulting, with a focus on contact centre operations. Strong understanding of contact centre technologies, KPIs, and customer service best practices. Experience with process mapping, requirements documentation, and change management. Familiarity with Agile methodology. + **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. Well-developed communication and interactive skills to convey factual and conceptual information on issues requiring detailed explanation/interpretation and communicate effectively at all levels in the organization. Ability to establish productive relationships between various leaders, departments and partners across all business groups in the organization. + **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, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Professional Presentation, Relationship Management, Teamwork 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.