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Director, Client Complaint Appeals Office

1 month 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 CIBC Client Complaint Appeals Office is CIBC’s third level in the client complaint resolution process. Clients are engaged when their concerns have failed to be adequately addressed through a first level and second level investigation.

As the Director, Client Complaint Appeals Office, you will provide leadership, advice and consultation to a team of who manage intake, records management, CCAO governance and controls and investigations. You and your team will be responsible for the operational effectiveness of the CCAO. You will instill service excellence by cultivating a team focused on delivering a high quality and timely service experience. You will promote continuous improvement to processes, policies and procedures within the Client Complaint Appeals Office and across the bank that will enhance employee and client experience.
- 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- Client Focused - Service delivery oriented with comprehensive knowledge in effective client complaint management and dispute resolution. Provides effective leadership to create an environment that achieves high performance and high quality service levels. This includes monitoring and managing performance, identifying gaps and developing action plans.- Influence - Independently able to develop a thorough understanding of designated client group(s) and businesses in order to recommend client-centric approaches to resolving high level, potentially high impact needs of clients. Convince business partners to adopt new or improved approaches with the overall goal of improving employee and/or client experience.- Leadership - Strong leadership skills with the ability to motivate and influence others to achieve department and/or organization results. You will build a team and individual capabilities to ensure employees are engaged to support the Client Complaint Appeals Office mandate through visible leadership. Provide leadership, advice and consultation to a team who manage intake, records management, L3 governance and controls and investigations.-
- Risk Identification and Management - Ability to effectively evaluate and address reputational, media and legal Risks. Understand and complete annual control testing and identify opportunities to improve or streamline processes. Provide input and materials and submissions as needed for Governance and Controls teams, Internal Audit, EAML teams, and Regulators.- Continuous Improvement - Establish and sustain an effective continuous improvement operating model for the CCAO with a focus on operational excellence and maximized employee engagement.- Policies and Procedures - Ensure adherence with applicable policies, procedures, standards and guidelines. Develop and implement business specific processes and procedures as applicable. Ensure policies and procedures remain up to date.

Who You Are- 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 engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.- 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'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 are a bold and accountable leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams- You have strong organizational skills, including planning, initiation, delivery and review and have working knowledge of project management practices and procedures.- You are a critical thinker. You have the ability to make decisions independently, with mínimal direction in order to respond to changing business priorities and achieve results. You are quick to identify underlying problems, and are efficient at assembling data, structuring information and executing rigorous analysis.- You demonstrate strong teamwork, interpersonal and partnering skills. You can lead and follow, and be both