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Senior Manager, Retail Account Services


This is a Contract position in Montréal, QC posted September 6, 2017.

Description CIBC is a leading Canadian-based global financial institution. Through our three major businesses – Retail and Business Banking, Wealth Management and Wholesale Banking – we provide a full range of financial products and services to 11 million individual, small business, commercial, corporate and institutional clients in Canada and around the world. We invest in our businesses, our clients, our people and our communities to deliver consistent and sustainable earnings to our shareholders. To learn more about CIBC’s Lines of Business, please visit our website. CIBC delivers access to career and development opportunities, safe and healthy workplaces, effective training, and positive work-life balance – so that employees are able to perform at their best, contribute to their communities and focus on cultivating deeper relationships with our clients. Every year, CIBC is recognized for its business successes, community commitment and employee initiatives. We are proud of these successes and are committed to creating an inclusive workplace and an environment where all employees can excel. To learn more about CIBC and the CIBC Group of Companies please visit The Business Support and Strategic Initiatives (BSSI) group within Retail and Business Banking is accountable for leading all key strategic initiatives as confirmed by the Retail & Business Banking Executive Leadership Team (RBELT), program and project management, productivity and controls and re-engineering of processes and operations. The Client Account Management (CAM) group within Business Services and Strategic Initiatives (BSSI) plays an important role in supporting Retail & Business Banking’s objectives of accelerating profitable revenue growth and enhancing the client experience by reducing CIBC’s loan losses, retaining revenue sources and improving margins, all while keeping the client top of mind. A pioneer in receivables management, CIBC was one of the first North American financial institutions to successfully adopt a client-centric approach to collections. Client Account Management’s unique ability in one phone call supports CIBC’s brand and service excellence standards. Job Overview Through effective leadership, provide operational guidance, coaching and development to CAM’s team of managers to meet department, organizational vision and goals. Ensure the teams consistently deliver positive client experience through quality interactions, accurate problem identification and providing long term sustainable resolutions. Provide strategic leadership and support a continuous improvement culture across the center and nationally to reduce loan losses. Meet and exceed departmental goals, and support national strategic initiatives. What You’ll Be Doing Providing effective leadership to a team of managers and their staff to achieve performance goals and overall business objectives. Providing ongoing professional development of direct reports, enabling them to develop the necessary functional behaviours, technical and leadership skills to deliver high quality customer service Participate in the development of operational planning and ensure activities are value-driven and consistent with broader organizational goals and strategies. Manage operational effectiveness and efficiency of the department, ensuring activities meet and effectively respond to the changing needs of clients while meeting shareholder, client and employee expectations. Deliver on performance goals based on the overall business plan, monitor and manage performance, identify gaps and develop action plans to address inadequate results against plan . Provide effective communication of business goals and performance against goals to keep employees informed and motivated – through formal written communication vehicles, management meetings and team briefings and informal discussions. Ensure all management practices are consistent with CIBC values, departmental Code of Conduct and any legislative requirements. Foster an environment conducive to positive employee relations through modeled behaviour and through prompt and fair resolution of employee complaints. Proactively seek to develop, implement and support programs that minimize or prevent employee dissatisfaction (i.e. performance management practices, attendance management, reward and recognition, recruitment and selection). What We’re Looking For Minimum 5-7 years of experience in a call centre environment Well-developed interpersonal and communication skills (verbal, written, presentation/facilitation) Experience working in a task and goal oriented, team focus environment Strong time management skills, along with well-developed analytical and critical thinking skills What CIBC Can Offer You Flexible health benefits, stock purchase plan, competitive incentive pay and recognition programs Competitive salary and banking benefits Career growth, development and continuous learning opportunities Opportunity to be involved in CIBC events that help our communities Click to learn more about Rewards & Recognition, Learning & Development, and Employee Community Involvement What You Need To Know Must be legally eligible to work in Canada at the location(s) specified above and, where applicable, must have a valid work permit or study permit that allows the candidate to fulfill the requirements of the role