Consultant, Capacity Planning

5 days ago

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.

To learn more about CIBC, please visit

What You’ll Be Doing

The Consultant, Capacity Planning will be accountable for leading the sustainment and optimization of active capacity management and workforce planning at Enterprise Fraud Management and Disputes. They will support Fraud and Disputes leaders to effectively manage operational capacity and provide guidance and specialized knowledge relative to capacity planning and FTE assessments. They will partner with leadership at various levels to develop short
- and long-term solutions to support continuous improvement.
- 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._

How You’ll Succeed
- Service Operation Capacity Planning - Manage capacity plans that can cross different teams by forecasting incoming volume and productivity values to determine staffing recommendations and provide input into the budget planning exercise. Create hiring plans that support the capacity plans to ensure we have sufficient staffing for customer demand. Provide recommendations and FTE assessments for a large multi team operation center and track/report on FTE, Attrition, New Hire waves along with customized reporting based upon Project requirements.
- Leadership & Relationship Management - Work with a variety of individuals and groups at various levels in a constructive and collaborative manner. Work effectively as part of a team to contribute to achieving business objectives. Partner with Operation leaders to optimize business performance in capacity management.
- Decision Making and Critical Thinking - Analyze complex situations fully and accurately and reach productive decisions. Accurately process information with high levels of accuracy. Comfortable with working through large amount data on Excel and leveraging various Excel functionality to analyze complex data. Proactively identify opportunities and develop recommendations to leadership on optimizing capacity management.
- Change Management - Ability to influence leaders and impact decisions within and outside own organization. Recommend actionable deliverables and facilitate implementation of recommendations. Lead coaching or training team leaders and senior managers on continuous improvement opportunities in the adoption of active capacity management.
- Time Management and Accountability - Ability to manage multiple deliverables with effective prioritization. Ability to work independently with little direction in a fast paced, high-pressure environment.

Who You Are
- You can demonstrate experience in capacity planning methodologies, workforce planning and operational principles. Experience with ControliQ is considered an asset
- 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 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.
- You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
- 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.
- 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

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