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 visitWhat You’ll Be DoingSenior Team Leaders develop, coach, inspire and empower team members to provide customers with a superior service experience. This also includes the ability to support employees in transferring the skills and knowledge they possess and acquire in the classroom into success. The Sr. Team Lead, Client Services is accountable to monitor the service levels being provided to clients and internal partners by the team and to maximize service quality and performance through direct performance evaluation and management in conjunction with the Manager. Under the guidance of the Manager, Client Services, the Sr. Team Lead will also facilitate the ongoing effectiveness of the team’s performance through implementation of focused recruiting, hiring, performance management and individual development programs. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.How You’ll SucceedPerformance Management – Coach and mentor team members to develop skills required to ensure they are capable of performing their roles at the highest level and working effectively in a team environment. Establish and sustain service excellence by providing advice and coaching related to the service model, creating positive memorable customer experiences and developing innovative solutions. Conduct team meetings and create an environment conducive to the exchange of information/ideas. Manage performance by providing fair and accurate informal feedback, emphasizing employee strengths, and clarifying performance expectations. Analyze data (e.g. call activity, performance measures – productivity, quality) related to the team and develop effective action plans based on the analysis. Guide and motivate the team to meet challenging performance targets.Collaboration – Network internally and externally to enhance the process of continuous learning and identifying best practices. Ensure Quality Assurance reviews and assessments are conducted on any irregular activities identified and executive summaries of same to senior management. Prepare, provide and deliver a monthly Executive Summary of the team’s results to Senior Manager and participate in calibration sessions as required. Handle difficult interactions and unpopular decisions, balancing quality requirements versus individual perceptions.Quality Assurance - Review an adequate sampling of work for Quality Assurance (QA), including assessment of required calls, review Siebel logging to ensure that established processes are followed, review activities for inbound teams. Ensure Quality Assurance reviews are conducted as stipulated, in a timely, efficient and objective manner, proactively working with the Business Contact Centre (BCC) employees to improve the centre’s customer experience through constructive feedback on performance. Document customer experiences and identify opportunities for development to close gaps, as well as new program needs and/or enhancements to existing material to improve the quality of training programs. Maintain integrity of information input into the internal QA database and make recommendations for upgrades as requiredWho You AreYou are a leader. You are passionate about developing and coaching to bring out the best in people and to lead a diverse, high performing team.You have 1-2 years of management experience, preferably in a call centre or financial industry environment, is considered an asset.You put our clients first. You have well-developed client and relationship management skills. You engage with purpose to find the right solutionsYou're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.You're fluent in French and English to serve our clients in the communityWhat CIBC OffersAt 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 conditionsWhat you need to knowCIBC 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 contactYou 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 tests (such as simulation, coding, French proficiency, MS Office). 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 Mont-1155 Rene Levesque O-1125Employment Type RegularWeekly Hours 37.5Skills Analytical Thinking, Cash Flow Analysis, Client Relationship Management, Customer Experience (CX), Investment Portfolios, Post-Sales Support, Product Knowledge, Transaction Banking
