Senior Manager, User Support & Experience (12-Month Secondment)

• Providing leadership and oversight for production support operations across BAM-supported systems
• Managing the People Change Management (PCM) framework
• Owning and evolving the knowledge base strategy to reduce key-person dependency and improve self-service support
• Overseeing JIRA administration and triage
• Developing, monitoring, and enhancing performance metrics and KPI dashboards to measure support efficiency and effectiveness
• Maintaining the automation and efficiency roadmap/log
• Identifying and executing workflow optimization opportunities
• Coordinating support readiness for change, including communications, guides, training materials, and documentation
• Contribute to the ongoing support and evolution of the eGRC platform by coordinating second-level production support, supporting change delivery and testing activities, and partnering with Risk Management, Technology, and external vendors to maintain system stability and effectiveness
• Ensuring the team delivers a consistent, scalable, and insight-driven support experience for end users

leading or managing support operations, service management, operational oversight, or user support functions. It`s an asset if you have experience overseeing JIRA administration and triage processes

• You can demonstrate strong communication skills with the ability to effectively communicate with technical teams and business stakeholders. You have experience explaining technical problems to a non-technical audience. You have experience in producing presentations and documentation for senior audience, as well as have experience with the facilitation of meetings with stakeholders.

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You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

#L1-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

• 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.