Senior Manager, User Support & Experience (12-Month Secondment)

CIBC; Toronto; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers recognition

Job summary

CIBC in Toronto is seeking a Senior Manager, User Support & Experience for a 12-month secondment. You will lead end-user support across BAM systems, drive change management, and enhance self-service through a strong knowledge base. Work with Risk Management, Tech, and vendors to ensure stability and measurable service outcomes.

You will evolve workflows, manage production support, and deliver KPI-driven improvements to user experience, readiness for change, and data-driven insights.

Qualifications

• 3-5 years of experience in risk management, leading or managing support operations, service management, or user support functions.
• Experience overseeing JIRA administration and triage processes is a plus.
• Strong communication skills with technical and business stakeholders.
• Ability to explain technical problems to non-technical audiences.
• Experience producing presentations and documentation for senior audiences.

Responsibilities

• Provide leadership for production support operations across BAM-supported systems.
• Manage the People Change Management (PCM) framework.
• Evolve the knowledge base strategy to enable self-service support.
• Oversee JIRA administration and triage.
• Develop and monitor performance metrics and KPI dashboards.
• Coordinate readiness for change, including guides and training materials.
• Support the eGRC platform and collaborate with Risk Management and Technology.
• Deliver a scalable, insight-driven support experience for end users.

Skills

Risk management

Leadership

Communication

Change enablement

KPI dashboards

Tools

JIRA

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

As Senior Manager, User Support & Experience (12-month secondment), you will provide leadership and continuity for a team responsible for end-user support and experience across Business Application Management (BAM) supported systems. This role is accountable for overseeing 2nd line production support operations, strengthening user enablement, driving knowledge and change management practices, and advancing workflow efficiency and service performance. You will lead a function designed to improve the end-user experience after go-live, convert support data into actionable insights, improve readiness for change, expand self-service support capabilities, and deliver measurable value through service outcomes and KPIs. The role also contributes to the ongoing support and evolution of the Enterprise Governance Risk and Compliance (eGRC) platform through partnership with Risk Management, Technology, and external vendors, including support for production issue management, system change activity, and user acceptance testing.

Key responsibilities include:

• Providing leadership and oversight for production support operations across BAM-supported systems
• Managing the People Change Management (PCM) framework
• Owning and evolving the knowledge base strategy to reduce key-person dependency and improve self-service support
• Overseeing JIRA administration and triage
• Developing, monitoring, and enhancing performance metrics and KPI dashboards to measure support efficiency and effectiveness
• Maintaining the automation and efficiency roadmap/log
• Identifying and executing workflow optimization opportunities
• Coordinating support readiness for change, including communications, guides, training materials, and documentation
• Contribute to the ongoing support and evolution of the eGRC platform by coordinating second-level production support, supporting change delivery and testing activities, and partnering with Risk Management, Technology, and external vendors to maintain system stability and effectiveness
• Ensuring the team delivers a consistent, scalable, and insight-driven support experience for end users

How you’ll succeed:

• Client Focus - You understand the importance of the end-user experience and are committed to delivering effective, responsive, and scalable support models that improve adoption and service outcomes.
• Leadership and Collaboration - You lead with clarity and accountability, build strong partnerships across teams, and coordinate effectively with business and technology stakeholders to ensure continuity of service and operational discipline.
• Operational Excellence - You bring a structured and data-driven approach to support management, using metrics, knowledge practices, and process improvements to strengthen performance, efficiency, and sustainability.
• Change Enablement - You help ensure users are ready for change by driving effective communications, documentation, training, and support readiness activities.

Who you are

• You can demonstrate 3-5 years of experience in risk management, leading or managing support operations, service management, operational oversight, or user support functions.
• It`s an asset if you have experience overseeing JIRA administration and triage processes
• You can demonstrate strong communication skills with the ability to effectively communicate with technical teams and business stakeholders.
• You have experience explaining technical problems to a non-technical audience.
• You have experience in producing presentations and documentation for senior audience, as well as have experience with the facilitation of meetings with stakeholders.
• You have experience with knowledge management, documentation strategy, and self-service enablement and you are skilled in building and interpreting KPIs, dashboards, and performance reporting.
• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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-CC East 13th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

• Agile Thinking
• Business Requirements Analysis
• Communication
• Critical Thinking
• Domain Knowledge
• Operational Efficiency
• Problem Solving
• Process Design
• Python (Programming Language)
• Technical Writing