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 (https://www.cibc.com/en/about-cibc.html) **What you’ll be doing** The Process and Change Management (P&CM) team is responsible for facilitating the implementation of operational changes that impact Retail Account Services (RAS). The Senior Manager, P&CM plays a critical role in this mandate, leading a team of business analysts and consultants specializing in branch-originated account fulfillment and servicing functions, third-party demands, and suspense account management processes. The role is responsible for managing risk within processes by identifying and closing operational gaps, executing opportunities to simplify and digitize processes for enhanced efficiency, prioritizing work effectively within the team to align with organizational goals, and providing day-to-day support while fostering career development for team members. This position is pivotal in driving operational excellence, ensuring process integrity, and supporting the professional growth of the team. _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 you’ll succeed** + **Client Experience –** Develop and manage processes that prioritize the end client, ensuring the consistent delivery of high-quality service. Strive to exceed client expectations by embedding service excellence principles into every aspect of the process, going above and beyond to deliver an exceptional client experience. + **Results-Driven Leadership –** Foster a culture of collaboration and accountability within the team to achieve operational excellence. Effectively monitor, delegate, and distribute workloads to ensure efficient and equitable workload, while maintaining quality standards and prioritizing employee well-being. + **People Leadership –** Inspire, motivate, and guide team members by providing regular coaching, feedback, and mentorship. Empower employees to develop their skills and capabilities to meet or exceed performance expectations, while leveraging your expertise to resolve complex issues and build problem-solving capabilities across the team. + **Process Improvement –** Identify opportunities to simplify, digitize, and enhance processes to improve efficiency and effectiveness. Lead initiatives that drive continuous improvement, ensuring processes align with organizational goals and deliver measurable results. + **Risk Management –** Proactively identify, assess, and mitigate risks within operational processes. Ensure compliance with regulatory requirements and internal policies by addressing gaps, implementing controls, and fostering a culture of risk awareness within the team. **Who you are** + **You are a caring and accountable leader.** You’re passionate about developing and growing team members abilities. You have experience providing coaching and hands on support to meet team goals **.** + **You look beyond the moment.** You know what you do will make a difference today and tomorrow. You look for new opportunities to define what's possible. + **You put our clients first.** You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do. + **You're motivated by collective success.** You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. + **You embrace and advocate for change.** You continuously evolve your thinking and the way you work in order to deliver your best. + **Values matter to you.** You bring your real self to work and you live our values – 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 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, 28th Floor **Employment Type** Regular **Weekly Hours** 37.5 **Skills** Analytical Thinking, Business Operations, Mentoring Staff, Operations Management, People Management, Process Improvements, Resource Allocation, SLA Management At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.