Reporting to the Senior Manager, Operation Strategy, Business Integration, you'll partner with internal strategy teams, external service suppliers, and cross-functional groups across the bank, including Risk Management, Front-end Operations, and Client Experience. As a Consultant, Operational Strategy, you'll help optimize client contact and delinquency strategies to improve effectiveness, enhance the client experience, and reduce overall costs. You'll apply your knowledge of industry trends and legislative requirements related to collections contact strategies to help ensure our approaches remain current and compliant. In this role, you'll collaborate with multiple partners, bring a strategic mindset to problem-solving, and contribute to strong operational outcomes across the business.
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
Analytics - Monitor and analyze champion/challenger and segment performance using data queries, observations, and feedback from front-line teams. Build analytical queries to segment clients and support targeted contact strategies. Conduct regression analysis to identify the variables most predictive of contact success and desired outcomes.
Operational strategy - Design targeted contact strategies for different client segments to improve the client experience, reduce loan losses, and manage costs. Research relevant data and develop proposals and recommendations across contact channels. Develop or support written scripting for non-voice channels tailored to different client segments.
Partnership and communication - Collaborate with external service suppliers to resolve issues and inquiries, and support front-line teams by developing coaching materials that enhance both the employee and client experience across contact channels. Lead moderately complex initiatives to improve processes and technologies. Build and maintain strong relationships with key stakeholders, campaign management teams, portfolio management, and front-line operations to support CIBC Client Account Management's strategic objectives.
Who you are
You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed insights clearly and in a way that drives informed decisions.
You know that details matter. You notice what others might miss, and your critical thinking helps you make thoughtful, well-informed decisions.
You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You adapt quickly to new tools and trends.
You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You value inclusive collaboration and work effectively with others to bring shared goals to life.
You can demonstrate experience in marketing practices and targeted communications, including running champion/challenger strategies across communication channels. It's an asset if you have industry knowledge related to collections strategies and client contact optimization.
Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.
