Sr. Manager, Capacity Planning

CIBC

  • Toronto, ON
  • Permanent
  • Full-time
  • 6 days ago
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 visitWhat You’ll Be DoingAs the Senior Manager, Capacity Planning, you will design new servicing strategies and operations capabilities that will increase and grow overall revenue, improve customer satisfaction metrics and overall client experience and create operational efficiencies. You will manage projects in support of our contact centers, design and build business cases for new servicing and operational capabilities, manage the “end- to-end” delivery of multiple servicing and operational capability improvement programs and prepare recommendations and funding requests for Frontline Support senior leadership based on detailed business cases.You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.How You’ll Succeed
  • Operations - Support the operational alignment and transition of ongoing business operations for approved initiatives by developing appropriate business cases, outlining costs, resources, timeframes and any other related requirements, such as technical and functional specifications. Exercise sound operational acumen and judgment in the formulation of strategic recommendations to foresee and mitigate high-impact issues and complexities. Using logical and systematic techniques, establish a holistic understanding of processes or operations.
  • Project Management - Monitor implementation of projects to ensure success, including major milestones and if necessary reassign project priorities to maintain the project schedule; this includes monitoring the involvement of internal and external resources and ensuring that senior management approvals on project progress or problem resolution are obtained in a timely manner. Monitor and justify expenditures against project budget and prepare status reports
  • Strategic Developments - Develop organizational improvement and process enhancement strategies for Frontline Support Senior Leadership to increase revenue, reduce costs, increase management capability or improve customer loyalty, experience and satisfaction metrics. Think strategically to identify ways to improve the business including new business opportunities and capabilities for existing and emerging tools with Verint/Genesys, scope, build support, develop detailed business case, obtain approval and drive to implementation. Cultivate a results-oriented and continuous improvement performance culture built off values of teamwork, leadership, relationship management, innovation and integrity.
  • Relationship Management - Develop a thorough understanding of the LOB(s) and remain current with business changes in order to provide recommendations to meet the needs of business. Manage business partner expectations and promote business partner ownership of issues, processes and strategies (i.e. set objectives, influencing business partner to reach optimal solution, etc.) Regularly participate in management meetings in order to provide updates on results, proactively identify needs and gather information of planned business changes that may impact existing activities. On an ongoing basis identify opportunities for the line of business and support the creation of effective strategies.
Who You Are
  • You can demonstrate experience in strategic and business planning, business case development, practices, procedures and principles of project management and contact centre operational processes. You also have 5-7 years of industry experience in a strategy, process improvement or analytics role
  • You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
  • You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.
  • You give meaning to data. You enjoy investigating complex problems, and making sense of information. You're confident in your ability to communicate detailed information in an impactful way.
  • Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
What CIBC OffersAt 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 conditionsWhat you need to knowCIBC 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 contactYou 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-81 Bay, 18th FloorEmployment Type RegularWeekly Hours 37.5Skills Business Planning, Capacity Models, Capacity Planning, Identifying Opportunities, Scheduling, Workforce Planning

CIBC