Senior Manager, User Support & Experience (12-Month Secondment)

What you’ll be doing

As Senior Manager, User Support & Experience (12-month secondment), you will provide leadership and continuity for a team responsible for end-user support and experience across Business Application Management (BAM) supported systems. This role is accountable for overseeing 2nd line production support operations, strengthening user enablement, driving knowledge and change management practices, and advancing workflow efficiency and service performance.

You will lead a function designed to improve the end-user experience after go-live, convert support data into actionable insights, improve readiness for change, expand self-service support capabilities, and deliver measurable value through service outcomes and KPIs. 

The role also contributes to the ongoing support and evolution of the Enterprise Governance Risk and Compliance (eGRC) platform through partnership with Risk Management, Technology, and external vendors, including support for production issue management, system change activity, and user acceptance testing.

Key responsibilities include:

• Providing leadership and oversight for production support operations across BAM-supported systems
• Managing the People Change Management (PCM) framework
• Owning and evolving the knowledge base strategy to reduce key-person dependency and improve self-service support
• Overseeing JIRA administration and triage
• Developing, monitoring, and enhancing performance metrics and KPI dashboards to measure support efficiency and effectiveness
• Maintaining the automation and efficiency roadmap/log
• Identifying and executing workflow optimization opportunities
• Coordinating support readiness for change, including communications, guides, training materials, and documentation
• Contribute to the ongoing support and evolution of the eGRC platform by coordinating second-level production support, supporting change delivery and testing activities, and partnering with Risk Management, Technology, and external vendors to maintain system stability and effectiveness
• Ensuring the team delivers a consistent, scalable, and insight-driven support experience for end users 

Please note this is a 12-month secondment opportunity. 

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:

• Client Focus - You understand the importance of the end-user experience and are committed to delivering effective, responsive, and scalable support models that improve adoption and service outcomes.
• Leadership and Collaboration - You lead with clarity and accountability, build strong partnerships across teams, and coordinate effectively with business and technology stakeholders to ensure continuity of service and operational discipline.
• Operational Excellence - You bring a structured and data-driven approach to support management, using metrics, knowledge practices, and process improvements to strengthen performance, efficiency, and sustainability.
• Change Enablement - You help ensure users are ready for change by driving effective communications, documentation, training, and support readiness activities.

Who you are

• You can demonstrate 3-5 years of experience in risk management, leading or managing support operations, service management, operational oversight, or user support functions. It`s an asset if you have experience overseeing JIRA administration and triage processes 
• You can demonstrate strong communication skills with the ability to effectively communicate with technical teams and business stakeholders. You have experience explaining technical problems to a non-technical audience. You have experience in producing presentations and documentation for senior audience, as well as have experience with the facilitation of meetings with stakeholders.
• You have experience with knowledge management, documentation strategy, and self-service enablement and you are skilled in building and interpreting KPIs, dashboards, and performance reporting
• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
• You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends. 
• 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.

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