Sr. Manager, Knowledge Management Intake (12 Month Contract)

CIBC•Toronto, ON

8d•Hybrid

About The Position

As Sr. Manager, Intake within Knowledge Management, you will oversee a team of Intake Consultants and Sr. Intake Delivery Analysts. You will provide strategic direction and day-to-day coaching to address enterprise-wide needs in Knowledge Central. You will drive a performance-focused, agile culture by managing team KPIs, optimizing workload allocation, ensuring project delivery, and collaborating with senior leaders to resolve escalations and enhance productivity. You will be responsible for operational reporting within your area. Additionally, you will champion process improvements, support robust content governance, and partner on technology upgrades and migrations to ensure documentation solutions remain accurate, efficient, and aligned with business 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

5+ years of experience managing teams with matrix reporting relationships
Proven people management and leadership skills
Strong communication and negotiation abilities
5+ years of experience in financial services working on project delivery
Experience with or a strong understanding of process improvement principles
Strong consulting and relationship management skills
Understand what stakeholders need and recognize that relationships and networks are essential to success
Can manage multiple deadlines, competing priorities, and tight timelines
Comfortable working in a fast-paced environment
Results-oriented and have a strong desire to make things happen
Values matter to you
Bring your real self to work and you live our values - trust, teamwork, and accountability
Skilled in the use of SharePoint Sites, HTML, Microsoft Office Suite, Jira and ServiceNow

Responsibilities

Lead, motivate, and mentor teams to deliver projects and execute within the KM Intake team.
Interact, educate, build relationships, and communicate with all levels of the business and key stakeholders.
Provide support and serve as an escalation channel for the department to ensure the timely and effective delivery of Intake requests.
Manage performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance, and explaining how performance expectations align with business objectives.
Support the performance of agile work teams by managing KPIs (lead time and productivity), managing the backlog of incoming work, helping to estimate project work effort, working with LOB partners on escalations, and analyzing reports regarding workload volumes.
Consult with other senior leaders to problem-solve issues and manage workload allocations across the Knowledge Management Intake Team.
Support records retention activities and the preservation of KM artifacts on Jira and ServiceNow.
Prepare monthly reporting for KM projects, accruals, and chargebacks.
Analyze workflows and identify areas of opportunity to improve effectiveness, efficiency, and team productivity.
Support content governance, including annual ownership and attestation review cycles with content owners to ensure documentation solutions are accurate, up-to-date, and have clear ownership across each business.
Work in partnership with other areas of Knowledge Management to implement new content changes and improve technical platforms.