Sr Team Leader

Description:

As a People Leader within the Retail Client Account Management Services Team (CAM), you’ll lead a team of 15 - 20 Credit Counsellors working towards a shared goal - delivering an exceptional client experience. Credit Counsellors contacting customers with the goal of negotiating repayment arrangements on past due CIBC products. This is a Call Centre environment that leverages a variety of reporting and systems. As a people leader, you’ll also hire, develop, and coach your team, inspiring them to perform at their best. You’ll think and act like an owner by helping clients and team members succeed, find ways to reduce net credit loss, improve productivity, lead daily huddles, and coach to influence results within a metrics-driven environment. You’ll make an impact by fostering Trust, Teamwork, and Accountability among your team and partners.

You will be responsible for supervising and monitoring daily operations, and developing and implementing strategies that enhance department productivity to achieve improved client satisfaction results. You will follows established policies to analyze quality monitoring results to ensure operational standards in compliance with regulatory requirements and policies. You will execute well defined procedures in leading client satisfaction initiatives that establish enhanced services or technologies, ensuring accurate transaction processes and compliance. You will work proactively to conduct presentations to communicate team achievements and implement change initiatives.

A quick note on your availability – our Contact Centre is open Monday to Friday 8:00 am - 8:00 pm and Saturday 8am-4pm. We’d like for you to be flexible during our working hours.

How You'll Succeed

• Client Experience - Lead by example and show your team how to deepen client relationships, and meet client financial needs while providing a high standard of service. Go above and beyond to champion CIBC within the community to strengthen and retain client relationships. Encourage employees to quickly resolve client complaints, and to escalate when necessary. Conduct daily closed-loop activities with survey respondents and gain insights on ways to continually improve client treatment and reduce irritants.

• Results Driven Leadership - Build a culture of collaboration across multiple client offers so that clients are served by those best able to meet their financial needs. Monitor business performance and put action plans into place to close any gaps. Manage and minimize risk to safeguard our bank, clients and shareholders.

• People Leadership - Lead and coach a high performing team of Credit Counsellors to deepen client relationships and drive the right kind of growth. Provide meaningful development opportunities for employees and advocate for CIBC within the community to recruit employees who share and demonstrate our values. Connect with your team as a group or with individuals both on site, and virtually through Microsoft Teams.

Who You Are

• You are adaptable. Business needs within the Contact Centre require flexibility in shifts. Manager coverage is an important aspect of support, along with a physical presence to lead and coach. Shifts will range from our hours of operations

• 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 are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.

• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.

• You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

• You’re a certified professional. Call Centre and previous experience in People Management are both assets

• 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 health benefits program, defined benefit pension plan, an employee share purchase plan 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.

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong.