The Strategy team for Client Account Management (CAM) is responsible for developing, maintaining, and executing the CAM Strategy Roadmap across a diverse suite of products (secured & unsecured). As a Senior Business Consultant, you will play a pivotal role in shaping and executing CAM’s strategic direction across the collection lifecycle, including pre- and post-charge off, recovery (agency collections), and both secured and unsecured products. You will lead high-impact, transformational initiatives that align with CAM’s vision, focusing on strategic change, product roadmaps, and sustainable operational improvements. Your work will require you to collaborate closely with cross-functional teams to ensure infrastructure, privacy, and technical requirements are met, and drive meaningful and measurable outcomes. You may also lead projects related to the development and implementation of new or revised policies, procedures, and standards. In this senior role, you will provide strategic leadership and hands-on guidance, supporting both the planning and execution of initiatives that enhance client experience and business outcomes. You will act as a thought leader within the team, offering guidance and professional advice to junior specialists.
At CIBC, we enable a work environment designed for you to thrive. You’ll have the flexibility to manage your work activities within a hybrid arrangement, spending 1-3 days per week on-site, with the remainder remote.
How you'll succeed
Strategic Leadership & Product Roadmaps - Drive the development and execution of strategic product roadmaps across multiple CAM products, leveraging your understanding of digital engagement, market trends, and data-driven decision making. Identify opportunities to integrate AI/machine learning and process engineering to advance strategic initiatives and operational efficiency.
Market Research & Strategic Ideation - Conduct comprehensive market research to identify industry standards, emerging trends, and best practices. Use these insights to inform both tactical and strategic ideation, ensuring CAM remains at the forefront of innovation and client experience.
Strategic Research & Initiative Prioritization - Develop and evaluate business cases, including cost/benefit analysis and ROI, to support strategic decision-making and prioritize initiatives that advance CAM’s roadmap.
Stakeholder Engagement & Relationship Management - Build and sustain strong relationships internally and externally, understanding diverse stakeholder perspectives and facilitating collaborative problem solving to deliver optimal solutions for clients, employees, and stakeholders.
Communication & Influence - Distill complex information into clear, compelling narratives and presentations for senior leaders and cross-functional teams. Lead end-to-end strategic planning for CAM, ensuring alignment of communications and strategy refreshes.
Change Management & Operational Excellence - Champion and manage strategic change initiatives using proven methodologies, driving continuous improvement through clear communication and collaboration with senior executives and team members across CIBC.
Who you are
Strategic & Analytical. Experienced in collections (minimum 1-2 years, including pre/post charge off and recovery for secured and unsecured products) is an asset, with a track record of developing and executing strategy, building business cases, and leading transformational change. Experience in collections is an asset but not mandatory.
Data-Driven & Client-Focused. You excel at interpreting data and uncovering insights to inform strategy, with a passion for digital engagement and enhancing client experience. You are comfortable with contact center data, and have an interest or experience in AI, machine learning, and process optimization.
Influential Communicator & Empowered Leader. Confident in your ability to communicate complex concepts and help others see the story in the data. Skilled at influencing senior leaders and cross-functional teams. You act like an owner, taking initiative and accountability for results, and inspire others to do the same.
Forward-Thinking & Accountable. You proactively identify new opportunities, make decisions with long-term impact, and are committed to delivering results. You thrive on problem solving, learning, and driving impactful outcomes with attention to detail and critical thinking.
Operationally Minded. Skilled in operational and performance management, with a focus on process engineering and continuous improvement.
Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
