Consultant, Operational Strategy

CIBC; Toronto; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Benefits program

Pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers

Job summary

CIBC is seeking a Consultant, Operational Strategy to partner with internal strategy teams, external suppliers, and cross-functional groups across the bank to optimize client contact and delinquency strategies. You will help improve effectiveness, enhance the client experience, and reduce costs while ensuring compliance with industry trends and regulatory requirements.

The role involves designing targeted strategies for different client segments, developing scripting for non-voice channels, and

Qualifications

• Strong analytics and data-driven problem solving.
• Ability to design targeted client contact strategies and support scripts across channels.
• Experience collaborating with internal teams and external suppliers to drive outcomes.

Responsibilities

• Monitor champion/challenger and segment performance; build queries to segment clients and support contact strategies.
• Design targeted contact strategies to improve client experience, reduce losses, and manage costs.
• Collaborate with external suppliers and cross-functional teams to improve processes and develop coaching materials.

Skills

Analytical Thinking

Business Effectiveness

Client Service

Communication

Detail-Oriented

Process Improvements

Relationship Management

Teamwork

Job description

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 CIBC.com

What you’ll be doing

Reporting to the Senior Manager, Operation Strategy, Business Integration, you’ll partner with internal strategy teams, external service suppliers, and cross-functional groups across the bank, including Risk Management, Front-end Operations, and Client Experience. As a Consultant, Operational Strategy, you’ll help optimize client contact and delinquency strategies to improve effectiveness, enhance the client experience, and reduce overall costs. You’ll apply your knowledge of industry trends and legislative requirements related to collections contact strategies to help ensure our approaches remain current and compliant. In this role, you’ll collaborate with multiple partners, bring a strategic mindset to problem-solving, and contribute to strong operational outcomes across the business.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Analytics - Monitor and analyze champion/challenger and segment performance using data queries, observations, and feedback from front-line teams. Build analytical queries to segment clients and support targeted contact strategies. Conduct regression analysis to identify the variables most predictive of contact success and desired outcomes.

• Operational strategy - Design targeted contact strategies for different client segments to improve the client experience, reduce loan losses, and manage costs. Research relevant data and develop proposals and recommendations across contact channels. Develop or support written scripting for non-voice channels tailored to different client segments.

• Partnership and communication - Collaborate with external service suppliers to resolve issues and inquiries, and support front-line teams by developing coaching materials that enhance both the employee and client experience across contact channels. Lead moderately complex initiatives to improve processes and technologies. Build and maintain strong relationships with key stakeholders, campaign management teams, portfolio management, and front-line operations to support CIBC Client Account Management’s strategic objectives.

Who you are

• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed insights clearly and in a way that drives informed decisions.

• You know that details matter. You notice what others might miss, and your critical thinking helps you make thoughtful, well-informed decisions.

• You’re digitally savvy. You seek out innovative solutions and embrace evolving technologies. You adapt quickly to new tools and trends.

• You’re motivated by collective success. You know that teamwork can transform a good idea into a great one. You value inclusive collaboration and work effectively with others to bring shared goals to life.

• You can demonstrate experience in marketing practices and targeted communications, including running champion/challenger strategies across communication channels. It’s an asset if you have industry knowledge related to collections strategies and client contact optimization.

• 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 [e-mail]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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 test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. 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, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, Teamwork