Director, Contact Centre as a Service (CCaaS)

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

As the Director of Contact Centre as a Service (CCaaS), you will play a pivotal role in CIBC's strategic initiative to transition our Contact Centres to a CCaaS platform, transforming client experience journeys and enhancing team experiences. You will define the program strategy and collaborate with various partners to advance delivery, influencing decisions on platform requirements and the overall program plan. Your responsibilities will include leading the completion of business deliverables, overseeing the migration of each Line of Business (LOB) Contact Centre to the target platform, and managing change management activities to ensure a smooth transition. You will build and maintain strong relationships with CIBC technology, governance, communication, and change management groups, ensuring alignment with the target state. Additionally, you will provide leadership, guidance, and drive innovative solutions to improve both client and employee experiences while adhering to Agile methodologies and CIBC policies and practices.

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

• Strategic Oversight - Proven experience in overseeing the planning and implementation of complex CCaaS solutions, including migration strategies for multiple LOB Contact Centres.
• Agile Methodology Expertise - Strong understanding of Agile principles and methodologies, with the ability to apply them effectively in contact centre operations.
• Relationship Management - Exceptional skills in building and maintaining relationships with internal stakeholders and external CCaaS providers, ensuring alignment and collaboration throughout the project lifecycle.
• Leadership and Coaching - Demonstrated ability to lead, mentor, and motivate a team of professionals, ensuring that deliverables align with organizational priorities and critical success factors.
• Innovative Problem-Solving - A track record of developing and implementing innovative methods and techniques to achieve broad objectives and improve client and employee experiences.
  
  

Who You Are

• You give meaning to data. Strong analytical abilities to assess risks, manage project budgets, and track scope changes while ensuring alignment with strategic goals.
• Effective Communication. Superior writing and presentation skills, capable of conveying complex information clearly to diverse audiences and drafting communications materials.
• You embrace and advocate for change. Adaptability and flexible approach to managing priorities in a fast-paced environment, with the ability to navigate complex issues and implement effective solutions.
• You can demonstrate experience in contact centre operations and CCaaS implementation is preferred. A bachelor’s degree in a relevant field (e.g., Business Administration, Information Technology) or master’s degree or relevant certifications (e.g., Project Management Professional (PMP), Agile Certified Practitioner (PMI-ACP)) is an asset.
• 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 Mailbox.careers-carrieres@cibc.com
• 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 tests (such as simulation, coding, French proficiency, MS Office). 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, 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