Senior Business Consultant

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

Benefits offered by this job

Competitive salary

Incentive pay

Banking benefits

Pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers recognition

Job summary

CIBC is seeking a Senior Business Consultant for the Client Account Management (CAM) Strategy team in Toronto. You will shape CAM’s strategic direction across secured and unsecured products, driving roadmaps and transformational changes focused on better client experience and operational efficiency.

You will lead cross-functional initiatives, work on data-driven decisions, and mentor junior specialists while collaborating with leadership to implement new policies and standards.

Qualifications

• Strategic leadership and experience driving product roadmaps across complex product suites.
• Experience building business cases and leading transformational change.
• Interest or experience in AI, machine learning and process optimization.

Responsibilities

• Develop and execute CAM strategy across multiple products, including digital engagement initiatives.
• Lead high-impact initiatives across the collections lifecycle to improve operations and client experience.
• Collaborate with cross-functional teams to ensure privacy, infrastructure, and technical requirements are met.
• Provide strategic leadership and hands-on guidance, mentoring junior specialists.

Skills

Strategic leadership

Product roadmaps

Digital engagement

Data-driven decision making

AI/machine learning interest

Stakeholder engagement

Communication

Change management

Operational improvement

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

The Strategy team for Client Account Management (CAM) is responsible for developing, maintaining, and executing the CAM Strategy Roadmap across a diverse suite of products (secured & unsecured). As a Senior Business Consultant, you will play a pivotal role in shaping and executing CAM’s strategic direction across the collection lifecycle, including pre- and post-charge off, recovery (agency collections), and both secured and unsecured products. You will lead high-impact, transformational initiatives that align with CAM’s vision, focusing on strategic change, product roadmaps, and sustainable operational improvements. Your work will require you to collaborate closely with cross-functional teams to ensure infrastructure, privacy, and technical requirements are met, and drive meaningful and measurable outcomes. You may also lead projects related to the development and implementation of new or revised policies, procedures, and standards. In this senior role, you will provide strategic leadership and hands‑on guidance, supporting both the planning and execution of initiatives that enhance client experience and business outcomes. You will act as a thought leader within the team, offering guidance and professional advice to junior specialists. At CIBC, we enable a work environment designed for you to thrive. You’ll have the flexibility to manage your work activities within a hybrid arrangement, spending 1-3 days per week on‑site, with the remainder remote.

How you’ll succeed

Strategic Leadership & Product Roadmaps - Drive the development and execution of strategic product roadmaps across multiple CAM products, leveraging your understanding of digital engagement, market trends, and data-driven decision making. Identify opportunities to integrate AI/machine learning and process engineering to advance strategic initiatives and operational efficiency.

Market Research & Strategic Ideation - Conduct comprehensive market research to identify industry standards, emerging trends, and best practices. Use these insights to inform both tactical and strategic ideation, ensuring CAM remains at the forefront of innovation and client experience.

Strategic Research & Initiative Prioritization - Develop and evaluate business cases, including cost/benefit analysis and ROI, to support strategic decision-making and prioritize initiatives that advance CAM’s roadmap.

Stakeholder Engagement & Relationship Management - Build and sustain strong relationships internally and externally, understanding diverse stakeholder perspectives and facilitating collaborative problem solving to deliver optimal solutions for clients, employees, and stakeholders.

Communication & Influence - Distill complex information into clear, compelling narratives and presentations for senior leaders and cross‑functional teams. Lead end‑to‑end strategic planning for CAM, ensuring alignment of communications and strategy refreshes.

Change Management & Operational Excellence - Champion and manage strategic change initiatives using proven methodologies, driving continuous improvement through clear communication and collaboration with senior executives and team members across CIBC.

Who you are

Strategic & Analytical. Experienced in collections (minimum 1-2 years, including pre/post charge off and recovery for secured and unsecured products) is an asset, with a track record of developing and executing strategy, building business cases, and leading transformational change. Experience in collections is an asset but not mandatory.

Data-Driven & Client-Focused. You excel at interpreting data and uncovering insights to inform strategy, with a passion for digital engagement and enhancing client experience.

You are comfortable with contact center data, and have an interest or experience in AI, machine learning, and process optimization.

Influential Communicator & Empowered Leader. Confident in your ability to communicate complex concepts and help others see the story in the data. Skilled at influencing senior leaders and cross‑functional teams. You act like an owner, taking initiative and accountability for results, and inspire others to do the same.

Forward-Thinking & Accountable. You proactively identify new opportunities, make decisions with long‑term impact, and are committed to delivering results. You thrive on problem solving, learning, and driving impactful outcomes with attention to detail and critical thinking.

Operationally Minded. Skilled in operational and performance management, with a focus on process engineering and continuous improvement. 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.

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-141 Bay, 17th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Effectiveness, Business Implementation, Communication, Data Reporting, Decision Making, Metrics Analysis, Process Improvements, Reporting and Analysis, Statistical Analysis

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.