Sr. Team Leader, Collections

CIBC•Vancouver, BC

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. As a People Leader within the Retail Client Account Management Services Team (CAM), you’ll lead a team of 15-20 Credit Counsellors working towards a shared goal - delivering an exceptional client experience. Credit counsellors contacting customers with the goal of negotiating repayment arrangements on past due CIBC products. This is a Call Centre environment that leverages a variety of reporting and systems. As a people leader, you’ll also hire, develop, and coach your team, inspiring them to perform at their best. You’ll think and act like an owner by helping clients and team members succeed, find ways to reduce net credit loss, improve productivity, lead daily huddles, and coach to influence results within a metrics-driven environment. You’ll make an impact by fostering Trust, Teamwork, and Accountability among your team and partners. Kindly note - This position will begin on site at 400 Burrard, Vancouver for the first 3 months, with the opportunity to transition to hybrid work arrangement thereafter. A quick note on your availability – Our Contact Centre opens Monday to Friday 7:00 am-8:00 pm PST and Saturday 8:00 am-4:00 pm PST. This is a full-time and shift-oriented role and we’d like you to be flexible between these hours, which include evenings and weekends. 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

Flexibility in shifts as business needs within the Contact Centre require it.
Manager coverage is an important aspect of support, along with a physical presence to lead and coach.
Shifts will range from our hours of operations.
Engage with purpose to find the right solutions.
Go the extra mile, because it’s the right thing to do.
Be a bold and authentic leader.
Be passionate about developing and coaching to bring out the best in people.
Have led diverse, high performing teams.
Know that relationships and networks are essential to success.
Inspire outcomes by making yourself heard.
Be driven to succeed.
Be motivated by accomplishing your goals and delivering your best to make an impact.
Call Centre experience is an asset.
Previous experience in People Management is an asset.
Bring your real self to work and live our values - trust, teamwork, and accountability.
Be legally eligible to work at the specified location(s) and, where applicable, have a valid work or study permit.

Nice To Haves

Call Centre experience
Previous experience in People Management

Responsibilities

Lead a team of 15-20 Credit Counsellors working towards a shared goal - delivering an exceptional client experience.
Hire, develop, and coach your team, inspiring them to perform at their best.
Help clients and team members succeed.
Find ways to reduce net credit loss.
Improve productivity.
Lead daily huddles.
Coach to influence results within a metrics-driven environment.
Foster Trust, Teamwork, and Accountability among your team and partners.
Lead by example and show your team how to deepen client relationships, and meet client financial needs while providing a high standard of service.
Go above and beyond to champion CIBC within the community to strengthen and retain client relationships.
Encourage employees to quickly resolve client complaints, and to escalate when necessary.
Conduct daily closed-loop activities with survey respondents and gain insights on ways to continually improve client treatment and reduce irritants.
Build a culture of collaboration across multiple client offers so that clients are served by those best able to meet their financial needs.
Monitor business performance and put action plans into place to close any gaps.
Manage and minimize risk to safeguard our bank, clients and shareholders.
Lead and coach a high performing team of Credit Counsellors to deepen client relationships and drive the right kind of growth.
Provide meaningful development opportunities for employees and advocate for CIBC within the community to recruit employees who share and demonstrate our values.

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