Senior Manager, Business Effectiveness

CIBC • Toronto, ON

7d • Hybrid

About The Position

As the Senior Manager, Business Effectiveness, you’ll play a pivotal role in enhancing how Business Banking (BB) delivers lending products (including cards) —from origination through adjudication, fulfillment, and servicing. In this role, you’ll serve as the voice of BB, representing the needs of our clients and frontline teams across enterprise initiatives. You’ll connect the dots between Product, Risk, Operations, and frontline teams, using strong credit expertise and operational understanding to identify pain points, streamline handoffs, close process gaps, and deliver smoother end-to-end experiences. This role requires both strategic thinking and hands-on problem-solving, driving tangible process improvements that support client growth and employee efficiency. This position may evolve over time as determined by business needs, expanding to include broader process transformation or new product initiatives that support Business Banking growth and efficiency. You’ll be reporting to the Director, Product Experience, National Office, BB.

Requirements

• Strong expertise in Business Banking lending processes and credit card programs.
• Deep understanding of lending principles, operational dependencies, and product delivery.
• Experience leading process improvement or lending transformation initiatives including streamlining operations, simplifying workflows, and policy alignment.
• Proven ability to influence, and drive results through strong communication skills and collaboration across multiple stakeholders (Product, Operations, Risk, Compliance, AML, Frontline, Communications, Technology and BB leadership).
• Results-oriented, motivated by accomplishing goals and delivering best to make a difference.
• Collaborative mindset with a proven ability to execute seamlessly.
• Highly organized, adaptable, and comfortable managing multiple priorities in a fast-paced, dynamic environment.
• Ability to investigate complex problems and make sense of information.
• Ability to communicate detailed information in a meaningful way.
• Values matter, bring your real self to work and live values - trust, teamwork, and accountability.

Responsibilities

• Analyze and map the lending and credit card journey from origination to fulfillment to servicing, identifying friction points and inefficiencies.
• Partner with Risk, Credit Execution team, Product, and Operations to simplify complex processes, and eliminate rework.
• Lead initiatives to improve processing accuracy, speed, and client turnaround while safeguarding risk standards.
• Translate lending policy and requirements into clear, actionable job aid and tools for RMs and support teams.
• Bring forward frontline perspectives and ensure lending processes are practical, scalable, and risk-aligned.
• Act as the primary Business Banking liaison with Product, Credit Execution Teams and Operations partners for lending products.
• Influence product enhancements, system changes, and operational procedures to better fit Business Banking realities.
• Support the development and rollout of lending initiatives, policy changes, system testing, and rollout activities to ensure readiness and successful adoption of new processes.
• Identify opportunities to leverage automation, digitization, or procedural redesign to improve efficiency and reduce manual touchpoints.
• Act as a trusted partner to the frontline, advocating for their needs in product and policy discussions.
• Build and refine checklists, job aids, and procedural tools that make the lending process simpler and more consistent.
• Gather and synthesize feedback from frontline and stakeholders to shape experience improvements.
• Champion a “fit-for-purpose” mindset that balances client experience, risk discipline, and operational feasibility.
• Ensure all lending processes align with credit policies, operational standards, and regulatory expectations.
• Collaborate with Risk, Compliance, and Governance teams to strengthen control environments while enabling growth.
• Identify recurring operational or documentation errors and drive root-cause fixes through cross-functional collaboration.
• Represent Business Banking in enterprise lending transformation initiatives and product changes.
• Communicate updates, impacts, and readiness plans to frontline and internal stakeholders clearly and effectively.
• Support the development of business cases, project plans, and tracking of outcomes for continuous improvement.

Benefits

• Competitive salary
• Incentive pay
• Banking benefits
• Benefits program
• Defined benefit pension plan
• Employee share purchase plan
• Vacation offering
• Wellbeing support
• MomentMakers, our social, points-based recognition program
• Purpose Day; a paid day off dedicated for you to use to invest in your growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees