Senior Director, Operational Effectiveness Senior Director, Operational Effectiveness …

CIBC - Canada
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
CIBC - Canada
in Toronto, ON, Canada
Permanent, Full time
Be the first to apply
Competitive
Senior Director, Operational Effectiveness
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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

Job Description

What You'll Be Doing
The Technology and Operations (T&O) group spans the areas of Technology, Corporate Services, Corporate Security, Information Security, Enterprise Programs and Delivery as well as Retail Operations and INTRIA (our subsidiary company that provides items processing, currency and print services to CIBC and to other Canadian companies).
This group manages and enhances the technology and operational processes that run CIBC's businesses, as well as providing specialized service and advice to our business partners.
Reporting to the SVP, Fraud Management & Fusion Centre, the Senior Director, Operational Effectiveness will be responsible for supporting the operations team by leading activities to improve productivity, optimize performance, and enhance our client experience.

How You'll Succeed
Work with the Fraud and Fusion leadership teams in the continuous review and improvement of fraud operations to provide fraud management across the enterprise for CIBC and Simplii, including the monitoring of client accounts for suspicious transactions and behaviour, and optimizing call centre functions.
A cross-disciplinary perspective and ongoing focus for continuous improvement is essential. Utilize industrial engineering tools and techniques for process improvement to plan, develop and implement initiatives to increase productivity in fraud operations and decrease losses attributed to fraud across the enterprise. Establish and maintain stakeholder and sponsor relationships. Negotiate and influence Senior Executives and management.

Operational Excellence
Lead a process engineering team to develop & execute roadmap priorities to drive operational excellence in Fraud Management for the enterprise through collaboration with peers and business partners to support key processes, technologies and data capabilities required to support effective operations, including:
  • Provide strategic direction in the identification and delivery of changes to improve productivity within existing processes to monitor client accounts across the enterprise, and respond to inbound client inquiries, maintaining a lens on minimizing/reducing losses for CIBC and Simplii
  • Deliver enhanced client experiences by identifying opportunities and driving improvements in fraud processes
  • Identify opportunities and implement solutions to automate processes for high impact improvements
  • Utilize established and innovative process engineering tools to deliver operational improvements through a measure and manage approach
  • Establish and maintain an inventory of processes to readily understand how Fraud Management is monitoring and supporting LOBs, products, fraud types, and loss trends amongst other emerging risks that could impact fraud losses
  • Collaborate with Fraud Strategy teams and internal business partners to develop and deliver roadmap for fraud operations improvements
  • Create process solutions for fraud operations against both roadmap and emerging fraud trends
  • Build and own a continuous improvement program that facilitates and supports all employees within the Fraud & Fusion team to take ownership of improving fraud operations

Leadership
Provide leadership and effective management of business unit staff to influence employee commitment to the organization, to the team, and to their job by;
  • Setting appropriate context when assigning work to ensure that individuals' roles support the achievement of the business unit's priorities and CIBC's overall goals;
  • Building team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training;
  • Managing performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities;
  • Creating a positive work environment and being an effective role model by championing CIBC's mission, vision and values;
  • Ensuring compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect, and;
  • Hiring the right people in the right jobs to align individual capabilities with job requirements and business unit goals.

Who You Are
  • You can demonstrate experience in leading a team in process engineering to deliver transformational changes in process improvement, operational efficiency, cost reductions and other improvements in financial services. Experience in managing multiple large scale projects simultaneously, identifying linkages and priorities and ensure resolution of risks and issues. Strong organization, leadership, and team oriented skills. Demonstrated ability to collaborate as well as lead across a matrix organization to execute on priorities, influence change, and deliver results. Very highly developed influencing and negotiation skills at Senior levels within CIBC sufficient to obtain the support of executive-level management and elicit co-operation and consensus from CIBC's business leaders in the implementation of programs, and in situations that involve the promotion of CIBC's interests.
  • You can demonstrate knowledge of and experience with industrial engineering tools and techniques for identifying and delivering process improvements. Understanding of Fraud Management strategies and call centre operations. Demonstrated ability to thrive in ambiguity, understand business context quickly and connect the dots. Must be comfortable operating at a strategic level and also driving into detail as needed, and back.
  • 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 understand that success is in the details. You notice things that others don't. Your critical thinking skills help to inform your decision making.
  • You embrace and champion change. You'll continuously evolve your thinking and the way you work in order to deliver your best.
  • 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, our people are our greatest asset. You'll become part of a diverse community that acknowledges everyone's unique talents, and empowers teams to do what's right for the client, and to do it well. As part of our team, you will:
  • Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning and comprehensive product training
  • Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan

What CIBC Offers
At CIBC, our people are our greatest asset. You'll become part of a diverse community that acknowledges everyone's unique talents, and empowers teams to do what's right for the client, and to do it well. As part of our team, you will:
  • Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
  • Connect : Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
  • Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning and comprehensive product training
  • Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan


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 during the application or interview process, 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


Job Location
Toronto 750 Law Ave.W., EG Employment Type
Regular
Weekly Hours
37.5
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