Consultant, Brand Monitoring

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Consultant, Brand Monitoring Apply locations Toronto, ON time type Full time posted on Posted Yesterday job requisition id

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

What You'll Be Doing

We are offering a secure digital environment for our clients and we need you to come onboard as a Consultant to be responsible for delivering key elements of the Brand Monitoring team. The key elements include Risk Awareness and Communication, Incident Management, Brand Monitoring, Vendor Management, and Social Media Operational Support. As an individual contributor, you will have the authority to recommend changes to business processes in order enhance operational efficiency and effectiveness, and make decisions related to incident response management within the defined process.

Please note, this is a full time role with a schedule of 37.5 hours each week. The role is 24/7 with after-hours requirements. This position will require flexibility in managing priorities to meet the demands and the overall objectives of Brand Monitoring and workload can be particularly heavy during times of incidents.

At CIBC we enable the work environment most optimal for you to thrive in your role. You'll have the flexibility to manage your work activities within a hybrid work arrangement where you'll spend 1-3 days per week on-site, while other days will be remote.

We have embarked on an remote work program. All employees are required to meet the program requirements and be able to attend your primary work location within two hours' notice for any business-related purposes.

Agent @ Home Program Requirements

• Ability to work independently in a private and quiet workspace (ie. in a room or office with a door that closes)
• Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
  

How You'll Succeed

• Brand Monitoring – You will review and triage incoming brand monitoring alerts, engaging appropriate groups as required to address the posting. This will include tracking and reporting on issue resolution and client reaction. You will also contact external site owners and social media providers to request removal of content infringing on CIBC's brand. In addition to these activities, you will provide input and direction on management of sensitive issues.
• Incident Management – Manage incidents which involve leveraging highly specialized expertise to deal with various lines of business throughout CIBC and related service providers, during times of major social media incidents. Perform on-call duties for Brand Monitoring incident response during off-hours as part of CIBC's incident and event management process.
• Social Media Operational Support – You will develop weekly, monthly, and ad-hoc reporting on brand monitoring trends and high profile issues, providing insights and guidance on trending topics. Other responsibilities include conducting manual monitoring of websites or social media accounts as required, providing guidance to frontline teams (e.g., Chat and Social Media Contact Center) on responding to client issues on social media.
• Vendor Management – You will monitor vendor service levels against targets, working with the vendors to take corrective action as required and direct monthly service level reviews.
• Established Network & Organizational Awareness – Ability to navigate the organization with ease in order to resolve reputational risk and client issues. Has an established network of partners across various LOBs to assist in social media complaint investigations and crafting of solutions.
• Establish Brand Monitoring Operational Framework and Protocols - Execute against Brand Monitoring operational frameworks and protocols to provide early notification and ongoing updates to partners and executives on Brand Monitoring team managed events. Convert complex details into polished and easily consumed communications for broad, leadership-based audiences across CIBC.

Who You Are

• You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• You understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
• You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way, including statistical reporting and analysis that includes the ability to identify relationships and trends in information/data and a strong data manipulation and analysis skills with Excel and/or other data bases and data manipulation
• 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-
• 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 tests (such as simulation, coding, French proficiency, MS Office). 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-20 Dundas St. W., 6th

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Executive Summary, Management Reporting, Project Management, Social Media Similar Jobs (1) Senior Consultant, Client Experience Measurement & Insights locations Toronto, ON time type Full time posted on Posted 6 Days Ago

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.

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