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Job Description
What You’ll Be Doing
The Director, Operation Strategy will be reporting to Senior Director, Business Integration the incumbent will partner with CAM’s internal strategy groups, external service suppliers and cross functional areas of the bank such as Risk Management, Technology Operations, Marketing and Client Experience teams. The incumbent will proactively manage the impaired assets portfolio and will be accountable for optimizing client contact and delinquency strategies to maximize collection effectiveness and efficiencies. The Director will need to possess a knowledge of portfolio risk segmentations & related technology, industry trends and legislative requirements around contact strategies for collections, and other areas of client contact such as digital and marketing.
How You’ll Succeed
People Management – Engage with Risk & CAM Analytics and reporting unit, to derive portfolio position in terms of cure rates, bucket positions, flow rates, core collection KPI’s & derive proactive & reactive collection strategies. In addition to communicating with staff and superior on objectives, priorities, TEAM targets, performance standards, plans, unit accomplishments, etc., on a regular basis. Provide direction, motivation, coaching and developmental opportunities and ensures that the appropriate skills are obtained by staff on a timely basis. Furthermore, promoting an environment which encourages initiative, continuous improvement and learning, and the generation of innovative ideas is key.
Strategic Initiatives – Develop, plan and manage the product collection segmentation and contact strategy of client account management collections. Review analytical queries to segment clients into different groups to create targeted strategies. Conduct appropriate regression analysis to understand what variables are most predictive of contact success as well as desired outcome from contact. Ensure that collections targets & KPI’s are met to positively impact net credit losses and reduce risk. Prioritize collections in line with the relevant risk rating and optimize available resources. Support, implement, and monitor new projects/programs/services including recommending champion-challenger strategies to enhance client experience, reduce losses and optimize DOE (Direct Operating Expense).
Analyze – Strong analytical, decision making, and negotiation skills along with confidence to deliver impactful presentations to stakeholders including SLT (Senior Leadership Teams). In addition to strong planning and organizational skills. Ensure that all work processes utilized are defined, documented, measured, and maintained.
Relationship Management – Drive a culture of portfolio management & engage with Risk partners to align performance expectations & agree on tactical and/or proactive strategies to improve CAM performance. Engage with Analytics and Business Intelligence to review performance, forecast / project business results & recommend corrective actions. Liaise with external service suppliers to resolve problems/inquiries and provide key support to front line including developing coaching materials to improve employee and client experience across contact channels & entities. Own, support and participate in ongoing audit, compliance & control related requirements for the unit
Who You Are
You are a bold and accountable leader . You have experience developing and implementing strategic team goals. You have experience coaching employees and driving successful team performance.
Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
You can demonstrate experience in a Retail Collections & Contact Centre, consisting of 8-10 years of work experience, which is mandatory. In addition to 8+ years of Management/Supervisory experience in a Retail Credit Risk, Outbound Collections Call Centre environment. Furthermore, 7+ year of experience in handling collection segmentation, dialer management, omnichannel contact strategies and working knowledge of related technology/tools; 5+ years of strong understanding on Retail Collection Concepts (Cure Rates, Flow Rates, NCL, Inventory-Bucket Management, Dialer KPI’s). Lastly, 3+ years of knowledge and experience with federal and provincial legislation with regards to debt collections.
You give meaning to data. You enjoy investigating complex problems, and making sense of information. You’re confident in your ability to communicate detailed information in an impactful way.
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, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:
Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home
Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity
Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning and comprehensive product training
Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan
What You Need to Know
CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation during the application or interview process, please contact [email protected]
You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit
Job Location
Toronto-750 Law Ave. W., E4
Employment Type
Regular
Weekly Hours
37.5
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