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Director, Capacity Planning

2 months ago

Old Toronto, Canada CIBC Full time

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.

What You'll Be Doing:

Reporting to the Senior Director, Business Effectiveness the Director, of Workforce Planning & Optimization will be responsible for developing and maintaining an initiative intake plan for the prioritization of all projects and initiatives for all channels. The role applies leadership skills and technical expertise to contribute to the goal of improving the frontline change agility by tracking the progress of initiatives to ensure the frontline capacity for change is optimized. The Director, Capacity Planning exercises a high degree of independent judgement to evaluate benefit realization results and provide analysis, interpretation and opinion in the creation of a capacity planning calendar and role change thresholds for successful planning. The role drives innovation across areas of responsibility, applying expert interpersonal, communication, and problem-solving skills while working with internal stakeholders to proactively understand change demand and actively manage expectations and priorities. This includes collaborating with Operations teams, COE teams as well as Finance, Human Resources and other partners to drive client experience and staffing / skilling strategies resulting in improved client experience (NPS), employee experience and operational performance.

The ideal candidate will possess both an analytical background that enables them to manage quantitative planning, scheduling, and a demonstrated ability to think broadly and strategically about client experience and Contact Centre effectiveness. This leader will build strategic relationships and work closely with multiple business teams, including Contact Centre Operations; Human Resources; Finance; Technology, as well as many other functions to drive improved client experience (NPS), employee experience and operational performance. In addition, the successful candidate will have direct accountability for workforce planning tools & models, perform extensive real-time analysis, determine and present optimization opportunities, and be a key strategic partner for the Contact Centre decisions to address some of the unique challenges in this space. Success in this role will require the ability to perform in a dynamic, fast paced environment that requires data-driven decision-making and real time action. This will include regular and on-demand, presentation and reporting of strategy and results to all levels of leadership and stakeholders across the bank.

How you’ll succeed:

  • Data Analysis and Management: Proven track record in building strategic plans to manage to business outcomes – ideally with 5+ years in managing demand and resources for a large workforce. Proven ability to link together various data sets into a strategic framework enabling the team to make decisions. Working with Business Partners as part of the perpetual planning process to identify shifts in business strategy and client behavior, strategic drivers of demand, evolving and improving business objectives, and the ability to translate these needs into appropriate statistical and machine learning based capacity models. Preparing business teams to identify and support upcoming change to strategy and client behavior and partnering to ensure resource adjustments can be made in support of change.
  • People Leadership: Track record in creating a high performing team through motivation, coaching, learning and development activities. Leading direct report team to achieve performance goals and develop necessary functional, technical and leadership skills to drive continuous improvement across the team. Ability to motivate the broader customer service team in a large-scale, high-volume environment, supporting an environment which encourages initiative, continuous improvement, learning and the growth of every individual. Proven strength in managing performance by providing fair and accurate feedback, identifying and removing obstacles to performance and connecting performance expectations with business priorities.
  • Innovation: Track record of innovation and exploring success through pushing the boundaries of best practice. Experience and participation in leading workforce planning practices; engaging in industry forums and panels to stay current with the state of the art in both process and technology. Demonstrated strength in partnering with technology teams on new initiatives, including launch of industry-leading decision support tools.
  • Relationship Management: Manage relationships with delivery areas and business partners; interface and maintain communications, lead critical incidents resolution, monitor business and technology developments and provide on-time response and support.
  • Business Consulting: Conduct business problem assessment independently. Gather relevant information related to business processes, functions and operations to evaluate data credibility and quality. Utilize creative thinking to modify or select the most suitable procedure/approach to solve a business problem. Perform in-depth analysis for the purpose of identifying revenue generation and cost saving opportunities, developing proposals and making recommendations for model usage to the downstream partners.
Who you are:
  • You can demonstrate strong experience and knowledge in Workforce Planning, Management & Optimization, and ideally having led a Contact Centre in both operations and support management functions with a strong data analytics background.
  • You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
  • You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.
  • You are a bold and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and driving successful team performance.
  • 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.

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-81 Bay, 18th Floor

Employment Type: Regular

Weekly Hours: 37.5

Skills: Analytical Thinking, Business Effectiveness, Client Relationship Management, Communication, Detail-Oriented, Large Group Presentations, Process Improvements, Relationship Management, Teamwork. #J-18808-Ljbffr