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 visit CIBC.com

What you’ll be doing

As a Senior Consultant, Data & Insights for the Complaints Management Program (CMP), you will be accountable for reporting and data analytics requirements associated with CIBC’s complaint handing framework. The CMP is a centre of excellence established to ensure compliance with complaint handling requirements mandated by the Financial Consumer Agency of Canada (FCAC), while targeting a high performing operating model that differentiates CIBC from its industry peers in the handling of complaints, delivering on our Purpose for our clients. You will play a key role in the establishment of a robust Data & Insights practice for the complaints journey, seeking to continuously improve and automate our reporting practices to deliver timely and value-added insights for the enterprise.

At CIBC we enable the work environment most optimal for you to thrive in your role.  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

Data Management & Analytics- Track and monitor enterprise-wide operational complaints data, and development, deployment of complaints related reporting and implementation of any changes required by any new regulatory obligations. Curate insights and data visualizations from performance data to identify complaint trends and emergent issues associated with the complaint handling program. Activities will include data acquisition, validation and assembly for regulatory quarterly submissions. Work with front line management to address trends and themes emerging from the complaints data in a timely fashion.Reporting and Regulatory Guidance- Provide insight on regulatory data validation performed and continually identify opportunities for improvements. Deliver periodic management reporting to complaints leadership (Complaints Management Committee, Compliance etc.) to highlight key insights, facilitate decision making etc. Provide data & insights for Board reporting (Complaint Handling Annual Report, CPOR, ESG, Sustainability Report, etc.). Develop reporting to EXCO and management on insights & analysis, compliance, process updates, and evolution of complaints handling capabilities at CIBC. CRM defect management and implementation from a data and reporting lens. Assess additional controls required to incorporate the process and monitoring activities for monthly reporting and operationalize governance processes, procedures and frameworks. Update and/or develop new reports/dashboards to reflect evolving requirements.Relationship Management- Liaise with other data and reporting COEs (e.g., CX, Contact Centers) to employ best practices and to provide a holistic complaint management perspective. Leverage multiple data and research resources to objectively answer business questions. Work collaboratively across functional groups, helping to build shared reporting mechanisms and tools to ensure consistency and effectiveness of reporting. Work in partnership with other internal complaint handling teams, integrating insights to create one client story. Lead execution of CMP data governance accountabilities associated with enterprise complaints data.

Who you are

You can demonstrate 7-10 years’ experience in working with analytical, visualization and data engineering capabilities. Financial services experience is an asset. Extensive experience in building strategic partnerships with critical internal stakeholders and leading insights planning and development with those stakeholders. Experience in Python, SQL and Power BI. Knowledge of Databricks is an asset.You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.You give meaning to data. You enjoy investigating complex problems and making sense of information. You have a track record of actionable insights work, including compelling and motivating storytelling and action planning.You're 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.You look beyond the moment. You make decisions and take actions that will make a difference today and tomorrow. You proactively seek new opportunities to define what's possible.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 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.

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, 20th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Business Insights, Client Counseling, Communication, Complaint Management, Data Insights, Data Reporting, Decision Making, Financial Products, Group Problem Solving, Information Analysis, Investigating, Management Reporting, Microsoft Power Business Intelligence (BI), Reporting and Analysis, Researching