Senior Manager, Incident Management

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you'll be doing

Senior Manager, Incident Management is responsible for managing production support and client remediation activities. The role ensures timely resolution of issues, minimizes client impact, and drives continuous improvement in operational effectiveness. The Senior Manager acts as a central point of contact for production issue escalation, cross-functional collaboration, and alignment with business objectives, The Senior Manager plays a critical role within the organization, supporting the Cards, Chequing, Payments, Savings, Investments, and Registered Plans portfolios. This position is aligned with both Day to Day Banking and Savings, Investing & Advice Lines of Business, ensuring seamless and effective production support and client remediation across key banking products.

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

• End-to-end production issue management - Oversee the identification, triage, and resolution of production issues, ensuring minimal disruption to clients and business operations. Engage all necessary partners (Product Owners, Business Control, Compliance, Legal, Technology, Data Analytics, etc.) to resolve issues with urgency and precision. Validate and analyze large data sets to identify root causes, assess legal or compliance risks, and inform remediation strategies. Coordinate with technology teams to implement system fixes and with business control to design preventive controls.

• Client remediation & communication - Develop and execute comprehensive client remediation strategies for incidents impacting clients. Collaborate with Communications teams to craft clear and timely communications for clients and frontline employees. Ensure all remediation activities adhere to regulatory requirements and internal standards.

• Reporting & stakeholder management - Prepare and deliver regular reports on production issues, trends, and remediation outcomes for leadership and key partners. Maintain effective relationships with business partners across Day to Day Banking and Savings, Investing & Advice, as well as Risk, Compliance, and Audit teams. Represent the interests of supported product lines in cross-functional projects, bank-wide initiatives, and regulatory programs.

• Continuous improvement & process optimization - Identify and implement opportunities to enhance operational processes, reduce risk, and improve client experience. Conduct regular reviews of business requirements, process flows, and controls to detect and prevent future production issues. Lead or participate in the development and execution of recommendations to inform senior management decision-making.

• Non-production issue support - Oversee business acceptance testing and post-implementation validation for technology releases as required. Support annual and ad hoc initiatives such as tax reporting, disaster recovery, service continuity management, and audit/examination requests. Manage the inventory and maintenance of team procedures and records in compliance with records management standards.

• Governance, compliance & risk management - Ensure all activities comply with CIBC and Line of Business policies, standards, guidelines, and controls. Support regulatory programs and deficiency management efforts, including control activities and attestations. Respond to internal and external audit and control testing requests in a timely and thorough manner.

• Client-centric mindset - Act as an advocate for clients, ensuring their needs are prioritized in all production support and remediation activities. Go the extra mile to deliver right-first-time solutions that build trust and strengthen client relationships.

Who you are

• You can demonstrate experience in production support, incident management, and client remediation

• You can demonstrate experience in driving process improvements and manage change in a complex environment

• 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 passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

#LI-TA

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 benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.

*Subject to plan and program terms and conditions

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, please contact Mailbox.careers-carrieres@cibc.com

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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.

• We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 25th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Process Improvements, Product Analysis, Product Knowledge, Product Management, Proposal Writing, Report Writing, Researching