Sr. Consultant, Enterprise Channels Strategy

CIBC•Toronto, ON

2d•Hybrid

About The Position

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. This role will work closely with senior leadership to define the future of CIBC’s contact centres – across service design, omnichannel capabilities and operating model. As a senior consultant you will translate strategic vision into actionable roadmaps; lead and drive strategic initiatives; and measure outcomes to ensure alignment with organizational 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.

Requirements

Strong business acumen and you can connect the dots between the enterprise, business unit and distribution/channel strategies and provide recommendations to ensure outcomes align to collective goals and objectives (including financial analysis, strategic prioritization, etc.
Understanding of contact center's in a multichannel distribution model.
You understand the Contact Centre ecosystem and trends shaping the industry.
You are familiar with optimizing cost-to-serve and channel prioritization based on desired business outcome.
You can take ownership and navigate through complexities.
You can independently handle projects and take ownership to drive them successfully.
You understand and respond to underlying issues and shape the decision-making process in situations that involve complexity.
You enjoy uncertainty and ambiguity.
You understand that to innovate you must be comfortable deciphering what needs to be done next.
You develop imaginative solutions and new ways of thinking about situations, problems, and opportunities.
Your influence makes an impact.
You know that relationships and networks are essential to success.
You inspire outcomes by making yourself heard.
You're passionate about people and put clients first.
You find meaning in relationships, and surround yourself with a diverse network of partners.
You build trust through respect and authenticity.
Values matter to you.
You bring your real self to work and you live our values - trust, teamwork, and accountability.
Very strong written (PowerPoint, Word) and oral communication skills.
Analytical Thinking
Business Effectiveness
Client Service
Communication
Detail-Oriented
Process Improvements
Professional Presentation
Relationship Management
Teamwork

Responsibilities

Provide strategic and thought leadership.
Manage all aspects of strategy development and road mapping.
Manage strategic operations including template development, recurring executive decks and cross team meeting coordination to support program execution.
Support the development of comprehensive business strategies with supporting initiatives and plans (multi-year roadmaps) to enable us to deliver on our mandate, goals and objectives.
Perform research to evaluate potential opportunities and ensure the team has robust competitive intelligence and strong awareness of trends, industry developments, client needs and regulatory changes.
Independently own and drive strategic initiatives.
Establish baseline metrics and define KPIs and dashboards; track benefits such as deflection/containment rates, average handle time, agent productivity, client net promoter score etc. to ensure success.
Support the curation of financial models that support business cases, focused on optimizing cost-to-serve and revenue opportunities.
Stay up to date on latest innovations and challenge the status quo while bringing a client focus on clients and users.

Benefits

competitive salary
incentive pay
banking benefits
a benefits program
defined benefit pension plan
an employee share purchase plan
a 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