Director, Data & Insights, Complaints Management

Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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

What youll be doing

As the Director Data & Insights Complaints Management you will be accountable for all data reporting analytics and insight generation requirements supporting the ongoing evolution of the Complaints Management Program (CMP). The CMP is a centre of excellence established to ensure compliance with complaint handling requirements mandated by the Financial Consumer Agency of Canada (FCAC). You will lead the development and delivery of enterprise complaints reporting and insights oversee key regulatory and governance reporting obligations and support the continuous enhancement of data processes controls and infrastructure. You will work closely with partners across Compliance Technology Business Controls and the Lines of Business to ensure complaints data is complete reliable well-governed and positioned to inform strategic decision-making.

At CIBC we enable the work environment most optimal for you to thrive in your role. Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 23 days per week on-site while other days will be remote.

How youll succeed

• Leadership Lead a small team of Consultants and Senior Consultants responsible for complaints data reporting analytics and insight generation. Coach team members set clear priorities and ensure quality timeliness and consistency across recurring reporting cycles and ad hoc requests. Foster a strong control environment and a continuous improvement mindset across the team.

• Enterprise Reporting & Insights Lead the production and review of weekly monthly quarterly and annual complaints reporting. Identify notable trends emerging issues and key risk indicators across enterprise complaints data and translate findings into clear actionable insights for business and executive audiences.

• Committee Executive & Board Reporting Oversee preparation of complaints reporting and insights for senior management and governance forums including executive-level updates quarterly Complaints Management Committee materials and complaints-related contributions to Board reporting. Ensure reporting is accurate decision-useful and supported by clear metric definitions and documented methodologies.

• Regulatory Reporting Lead the delivery of regulatory complaints reporting obligations including quarterly FCAC complaints reporting and ensure compliance with evolving external requirements schemas guidance and reporting expectations. Partner closely with Compliance to interpret changes and implement them effectively.

• Metric Governance & Controls Maintain strong governance over enterprise complaints metrics including operational definitions transformation logic calculation methodologies reporting procedures and supporting controls. Lead annual metric refresh activities and support proposals approvals and updates for enterprise metrics and key risk indicators.

• Data Infrastructure & Dashboards Provide oversight of complaints dashboards reporting data sets and analytics tooling including Databricks and related reporting environments. Support the enhancement of reporting assets and partner with Technology and data teams to resolve production issues validate changes through testing and improve reliability and scalability.

• Advanced Analytics & Ad Hoc Requests Lead and support complex ad hoc data requests from Lines of Business and enterprise partners related to investigations audits systemic issue reviews business cases and other management needs. Apply tools and techniques such as SQL Alteryx Python and advanced analytics methods including NLP where appropriate to derive meaningful insights from complaints data.

• Data Sourcing & Integration Support the onboarding and integration of new complaints-related data sources and feeds to strengthen enterprise reporting and insight generation. Work with business and technology partners to improve data completeness quality and usability across platforms.

• Relationship Management Build strong partnerships across Compliance Business Controls Technology and business stakeholders to align reporting requirements resolve issues and identify opportunities to improve complaint data use and governance. Act as a trusted advisor and escalation point for complaints data and reporting matters.

• Oversight & Execution Provide oversight of the complaints tracking ecosystem including reporting processes connected to Salesforce and other platforms maintained by the Lines of Business. Ensure reporting obligations are executed effectively and that monitoring activities procedures and controls remain fit for purpose.

• Strategic Communication Support the development of presentations overview materials and management-ready narratives that communicate the CMP mandate key trends reporting outcomes and strategic priorities to a range of stakeholders.

Who you are

• You have a degree/diploma in engineering mathematics computer science statistics data analytics or a related discipline leveraging advanced analytical and research methods.

• You can demonstrate experience in leading data analytics and reporting teams in a complex enterprise environment with accountability for recurring executive Board and regulatory reporting. Expertise in Databricks SQL MS Suite Power BI with working knowledge of Alteryx and Python for data transformation automation and analysis. Proficiency in data governance best practices including metric design operational definitions transformation logic calculation methodologies reporting controls and procedure documentation.

• You are a caring and accountable leader. You are passionate about developing and growing team members abilities. You have experience providing coaching and hands-on support to meet team goals. You bring strong analytical data reporting and problem-solving skills.

• You act like an owner. You thrive when youre empowered to take initiative go above and beyond and deliver results. You have strong verbal presentation and written communication skills including the ability to translate complex data into clear messages for executive and governance audiences.

• Youre a subject matter expert. You have experience and knowledge of how data can be leveraged to drive strategic objectives. You have knowledge of complaints management processes procedures and guidelines. Experience with regulatory risk control or governance reporting is an asset.

• You can demonstrate experience in the delivery and execution of large and complex programs. You have experience operationalizing governance processes procedures and frameworks including recurring reporting cycles data controls issue escalation testing support and implementation of new data sources or reporting requirements.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise aligning stakeholders and driving decisions through data-backed insight.

• Values matter to you. You bring your real self to work and live our values of 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

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities were 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.

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