Sr Consultant Client Experience
Sr Consultant Client Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Were building a relationshiporiented 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 a member of CIBCs team the Senior Consultant Customer Experience reports to the Senior Director Insurance Risk and is a seasoned expert responsible for providing highly specialized advice consultation and expertise in insurance client experience to leadership teams to improve client experience. The role uses deep knowledge to lead and manage work packages of a moderate or high level of complexity to enhance and upgrade new or existing processes products or services. The Senior Consultant Customer Experience exercises considerable judgment for decisionmaking on complex issues researching relevant data and developing reporting proposals and recommendations as well as resources needed to execute the work. The role analyzes situations and data using indepth evaluation of intangibles with minimal precedent preparing and presenting roadmap progress issues and recommendations for resolution to internal business partners and executives. The role provides innovative original ideas accountable to broadly defined policy objectives champions CIBC values and provides support in a manner consistent with the highest quality standards and objectives.
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 12 days per week onsite while other days will be remote.
How youll succeed
Strategic Business Leader Act as a specialized business operations owner business consultant liaison influencer and implementer on various initiatives. Liaise with and leverage partners on projects & initiatives including the development and negotiation of appropriate operational solutions developing business requirements designing processes implementing and maintaining/continually improving operational effectiveness. Initiatives include but are not limited to product & service process/procedures development and support (including back office) service level agreements and workforce planning.
Strategic Advisor Document and train on key areas of operational change to direct reports. Manage insurance escalations from frontline and clients. Identify deficiencies to develop and implement enhancements/improvements and review for client service and cost improvements regularly. Provide reporting and analytics including managing reporting on insurance client experience.
Relationship & Partner Management Collaborate with a diverse group of partners within CIBC (e.g. Client Care Legal Compliance Business Controls) and outside of CIBC (e.g. Insurers vendors) to implement initiatives and resolve client issues in an efficient manner with high quality results.
People Management Building team and individual capabilities by providing development opportunities providing fair and accurate feedback and creating a positive environment by leading by example
Who you are
You can demonstrate a minimum of two years in insurance and financial services with an understanding of channels process products technology & operations back office and business controls. You have welldeveloped project management and strategic businessplanning skills with the ability to develop plans/tactics to support strategies & objectives.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You understand that success is in the details. You notice things that others dont. Your critical thinking skills help to inform decision making. Understands complex issues and concepts related to new and evolving business needs can get up to speed quickly with regard to new subject matters and is able to deal with changing circumstances.
You are a problem solver. You can demonstrate strong problem solving and decisionmaking skills: able to analyze situations develop and implement solutions often within narrow time frames and often working with a wide variety of others.
You are a bold and accountable leader. You have experience coaching employees and driving successful team results.
You embrace and champion change. Youll continuously evolve your thinking and the way you work to deliver your best. Welldeveloped communication and interactive skills to convey factual and conceptual information on issues requiring detailed explanation/interpretation and communicate effectively at all levels in the organization. Ability to establish productive relationships between various leaders departments and partners across all business groups in the organization.
Values matter to you. You bring your real self to work and you live our values trust teamwork and accountability.
#LITA
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 work to recognize you in meaningful personalized ways including a competitive compensation a banking benefit* wellbeing support and additional offers such as employee and family assistance programs and MomentMakers our social pointsbased 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.
*Subject to 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
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 attributebased 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.
Expected End Date
Job Location
Toronto81 Bay 24th FloorEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Business Effectiveness Client Service Communication DetailOriented Process Improvements Relationship Management TeamworkRequired Experience:
Senior IC
Employment Type
Full-Time
