Senior Manager, Incident Management

What you'll be doing

As a member of the Operational Excellence team, you’ll play a key role in strengthening our incident management practices and protecting the client experience. As a Senior Manager, Incident Management, you’ll lead the end-to-end management of production issues, from identification and triage through to resolution and remediation, while partnering closely with teams across Product, Business Control, Compliance, Legal, Technology, and Data Analytics. You’ll assess complex issues, analyze large data sets to identify root causes and risks, and help shape effective remediation and prevention strategies. You’ll also oversee client remediation planning and communications to ensure responses are clear, timely, and aligned with regulatory and internal standards. In addition, you’ll provide meaningful reporting and insights to senior leadership, represent supported product lines in cross-functional initiatives, and drive continuous improvement opportunities that reduce risk and improve operational effectiveness. This role also supports key non-production activities, including testing, post-implementation validation, audit requests, service continuity initiatives, and records management.

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

• Incident management - Lead the end-to-end management of production issues by overseeing identification, triage, escalation, resolution, and post-incident follow-up to minimize disruption to clients and business operations.
• Cross-functional partnership - Engage the right partners across Product, Business Control, Compliance, Legal, Technology, Data Analytics, Risk, and Audit to drive urgent, well-coordinated responses to complex issues.
• Client remediation - Develop and execute client remediation strategies for incidents that impact clients, ensuring all actions are thoughtful, timely, and aligned with regulatory requirements and internal standards.
• Reporting and influence - Prepare and deliver clear reporting on production issues, trends, root causes, and remediation outcomes, while providing insights that support leadership decision-making and broader business priorities.
• Continuous improvement - Identify opportunities to strengthen processes, controls, and client outcomes by reviewing business requirements, process flows, and incident trends, and by leveraging automation and artificial intelligence tools where appropriate.
• Operational support - Oversee business acceptance testing, post-implementation validation, audit and examination support, and the maintenance of team procedures and records in accordance with governance and records management standards.

Who you are

• You can demonstrate experience in product management, incident management, and client remediation. You bring strong judgment and a proven ability to manage complex issues from assessment through resolution in a highly regulated environment.
• You can demonstrate experience in driving process improvements and managing change in a complex environment. You’re comfortable navigating ambiguity, balancing multiple priorities, and implementing practical solutions that improve how work gets done.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You are a caring and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to program terms and conditions

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