Director, Enterprise Channels Strategy

Join to apply for the Director, Enterprise Channels Strategy role at CIBC 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. To learn more about CIBC, visit CIBC.com What You’ll Be Doing Our contact centres – voice, messaging and automated (IVR/voice assistant) channels – are evolving with advancements in AI and other technologies. 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 Director, Strategy you will lead a small team of Strategy Analysts, Consultants and Senior Consultants working with enterprise business and technology partners. How You’ll Succeed People Leadership & Development – Direct and manage all aspects of strategy development and road‑mapping. Be a bold and authentic leader who is passionate about developing and coaching to bring out the best in people. Strategic Design & Planning – 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. Financial Modeling & Acumen – Support the curation of financial models that support business cases, focused on optimizing cost‑to‑serve and revenue opportunities. Storytelling – Very strong written (PowerPoint, Word) and oral communication skills. Innovation & Client Focus – Stay up to date on latest innovations and challenge the status quo while bringing a client focus on clients and users. Who You Are You are a bold and accountable leader with experience managing and developing a highly specialized and productive consulting or business transformation oriented team (3‑5 years). 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. You are an inspiring storyteller using oral and written communication mediums to effectively sell an idea to a wide variety of audiences, including senior executives. Understanding of contact centres in a multichannel distribution model and familiarity with optimizing cost‑to‑serve and channel prioritization based on desired business outcomes. Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard, are passionate about people and put clients first. Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability. What CIBC Offers Competitive salary, incentive pay, banking benefits, a defined benefit pension plan, an employee share purchase plan, vacation, wellbeing support, and MomentMakers, our social, points‑based recognition program. Technology toolkit and flexible spaces to collaborate and innovate. Purpose Day – a paid day off dedicated to invest in growth and development. 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 provide an accessible candidate experience. If you need accommodation, contact Mailbox.careers-carrieres@cibc.com. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the specified location and have a valid work or study permit. We may ask you to complete an attribute‑based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process to get to know more about you 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, Channel Management, Client Service, Communication, Customer Experience (CX), Detail‑Oriented, People Management, Process Improvements, Professional Presentation, Relationship Management #J-18808-Ljbffr