Manager, Intraday

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

**Job Description**:
What You'll Be Doing

To provide support for all National Workforce Support Intraday functions. You’ll lead a team of senior intraday analysts and contribute to design new servicing strategies and operations capabilities that will increase and grow overall revenue, improve customer satisfaction metrics and overall client experience and create operational efficiencies. You’ll be responsible for setting direction and executing key tactics for this team and for business supported, in conjunction with the senior leadership of the contact centres- 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-
- Tactical execution - Subject matter expert on trends (driven both by internal activities and external factors) to ensure our short term planning adjusts to reflect client demand. Owner of offline coordination for executive events, including maintaining relationships with contact centre executive team to ensure our event planning meets their needs. Set the direction to contact centre senior management (key contacts for this role include Vice Presidents, Senior Directors and Directors of our contact centres and contact centre support groups, for the groups supported by National Workforce Support) on the execution of our strategies to optimize wait times for our clients including: Managing overtime budget, approving offline initiatives and deploying tactics in the Contact Centre Client Wait Time Playbook. Provide tactical guidance on key projects and initiatives as they relate to Intraday and the overall client experience delivered in our contact centres. Using logical and systematic techniques, establish a holistic understanding of processes or operations.-
Who You Are- You can demonstrate experience in strategic and business planning and contact centre performance metrics and measurements. It’s an asset if Knowledge of Verint, Microsoft VISIO and Microsoft Excel- 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 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're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

What you need to knowYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Job Location

Toronto-750 Law Ave. W., W1

Employment Type

Regular

Weekly Hours

37.5

**Skills**:
Building Relationships, Team Management