Sr. Manager, Channel Support
Sr. Manager, Channel Support
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Job Description
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
Youll be joining the Investors Edge team within CIBCs Commercial Banking and Wealth Management SBU. As Senior Manager Channel Support you will lead a high-performing team responsible for supporting the Investors Edge and Imperial Investor Services Online Brokerage platform and its related applications. You will be proactive in working with the IE/IIS contact centre Wealth Management Operations technology partners and other stakeholders to identify issues/outages and provide high quality support. You will participate and lead incident management regression and business validation testing and manage inquiry/incident update communications. This role demands a strategic client-focused leader with a strong technical and analytical mindset adept at resolving complex high-impact issues and fostering a culture of continuous improvement.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.
How Youll Succeed
Industry and Platform Knowledge - Deep knowledge of Online Trading and Online Brokerage applications. Experience with BFS IRESS FIS and JIRA are highly valued.
Problem Solving - Collaborate on Incident Problem and Change/Release Management to assist with restoring service identifying and driving permanent corrective measures and efficiently & effectively manage communications to stakeholders on issues/ order to do this you will be interacting with multiple different teams and vendors.
Relationship Building - Build and maintain key relationships while you work to assist with client requests and deliver high levels of client experience.
Effective Communication - Communicate incidents daily/weekly/monthly through reporting or management presentations.
Team Lead - You will be responsible for administrative functions on behalf of the team such as creating/maintaining schedules monthly incident reporting/analysis onboarding/off boarding team members.
Continuous Learning - You will be expected to consistently build yours and your teams knowledge of existing and new technologies.
Who You Are
You can demonstrate at least 3 years experience in the online brokerage and/or investment industry.
You are a certified professional. You are/previously a CIRO registrant with particularly good understanding of trade orders and trade execution. You have completed the Canadian Securities Course (CSC) Conduct and Practices Handbook (CPH) and Derivatives Fundamentals and Options Licensing (DFOL).
You have a proven track record in incident management impacting contact centre platforms.
You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because its the right thing to do.
You understand that success is in the details. You notice things that others dont. Your critical thinking skills help to inform your decision making.
You give meaning to data. You enjoy investigating complex problems and making sense of information. Youre confident in your ability to communicate detailed information in an impactful way.
Youre driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.
Values matter to you. You bring your real self to work and you live our values - trust teamwork and accountability.
#LI-TA
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
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 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.
Job Location
Toronto-595 Bay St. 6thEmployment Type
RegularWeekly Hours
37.5Skills
Analytical Thinking Application Production Support Business Effectiveness Business Relationships Client Service Communication Detail-Oriented Industry Knowledge Leadership Microsoft Excel Microsoft Excel Macros Microsoft SharePoint Microsoft Tools Process Improvements Process Management Stock MarketsRequired Experience:
Manager
Employment Type
Full-Time
