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Senior Consultant- Business Effectiveness


This is a Contract position in Toronto, ON posted April 1, 2021.

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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

Job Description

What You’ll Be Doing

As Senior Consultant- Business Effectiveness, you’ll conduct analysis, diagnose, propose recommendations and assess results, to drive CC performance across productivity, client experience, revenue and risk.  You’ll also partner with support groups including Leader and Employee Development, Client Experience, Solutions Effectiveness and Strategy to ensure that the teams have the right tools from process to technology to enable strategies. You’ll be held accountable to the KPIs of their respective portfolios.

How You’ll Succeed

  • Diagnose and assess- Act as a trusted partner and subject matter expert on providing advice and guidance to Contact Center Senior leadership to diagnose challenges, opportunities and emerging trends. Analyze portfolio against goals, prioritize opportunities, strengths and skill gaps. Observe and evaluate performance reviews in order to make effective improvement recommendations. Proactively identify missed opportunities, gaps and threats to mitigate risk. Continually assess recommendations for improvement and adjust recommended tactics as required.

  • Performance management-Highlight emerging performance trends before they become performance gaps. Support the sites in business and client risk mitigation by proactively identifying and preventing missed opportunities. Identify client impacting situations and work with our partners to help resolve them. Meet and exceed key performance indicators; Delivering on the Client Promise, NPS, accuracy and holistic client experience.

  • Influence without authority-Use available insights to influence actions and outcomes of portfolio Directors and Senior Managers. Influence improvement recommendations to be deployed by Contact Center Senior leadership team. Influence partners as necessary to deliver on Contact Center performance strategy and removing barriers. Make recommendations on training, processes and tools needed to improve performance against goals

  • Though leadership-Identify and leverage recognized best practice sharing in partnership with other leaders and peers within the greater team to support capability building. Provide ongoing in-depth consultation and strategic advice on all areas of improvement and required sustainment activities – as thought partners…on operational effectiveness strategy. Maintain currency in professional and specialized knowledge sufficient to provide value-added consulting to leaders and senior management on an ongoing basis. Driving, creating the action plans, strategic thought leadership on opportunities – leading investigations with recommendations for the team. Participates as a thought partner and provides advice and recommendations that assist in the development and evaluation of client segment strategies

Who You Are

  • You understand that success is in the details. You notice things that others don’t. Your critical thinking skills help to inform your decision making.

  • 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.

  • You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

  • You act like an owner. You thrive when you’re empowered to take the lead, go above and beyond, and deliver results.

  • 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
  • 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-5650 Yonge St. 20th

Employment Type


Weekly Hours