Sr. Manager, Business Systems Analysis

Description:

As Sr. Manager Business Systems Analysis, you will be responsible for managing the Service Request Management fulfillment team that provides Contact Center end users with application accesses, acts as a liaison with our business partners, both on time sensitive requests as well as day to day business, engage on key business initiatives, conduct ongoing reviews for process improvements with our LOB stakeholders and internal teams and to ensure best practices are followed. As one of the SRM Leaders, you will have the opportunity to contribute to the successful execution and fulfillment of the requests as it relates to Contact Center and contribute to SRM transformation journey.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you'll succeed

• Leadership & Relationship Management. You are a strong leader who empowers employees to excel; you have experience developing and leading a large service delivery team, executing on initiatives and delivering results; Bring an organized, proactive, and thoughtful approach to the operations of your team focusing on driving positive experiences for end users and employees. You have the knowledge of approaches, tools and techniques for working with individuals and groups in a constructive and collaborative manner. You will need to build healthy working relationship and partnership with your key clients, vendors and pears and to contribute to the overall goals of the SRM as a member of the management team.

• Analytical & Tech Savvy. You have understanding of various technologies. You will need proactively monitor and manage the real time environment to identify potential opportunities to increase the efficiency, minimize the end user related incidents, takes preventative action and report progress. Analyze data to identify trends for Requests or issues which may require a new or update of the existing procedures. You have strong analytical skills with the ability to develop communication and deliver presentations. You have strong interpersonal, influencing and negotiating skills, as you will be needed to convey different conceptual information and ideas.

• Compliance & Risk Control. You have in-depth understanding of CIBC’s compliance policy. You have experiences of working with internal and external audit, this job must ensure team complies with all processes meeting audit requirement. You have understanding end user Application Security access provisioning process and risk control. You will need to proactively control operation risk and identify, close gaps to mitigate risk.

Who you are

• You can demonstrate at least 5 years of experience using ServiceNow and leading large teams; You can demonstrate solid organization, planning, and time management skills with ability to multi task and schedule work to meet defined SLAs. Familiarity with CIBC Contact centers will be valuable. Agile experience and Data analytical skills using Tableau are an asset.

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

• People Leadership. You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people.

• Collaborative. You're driven by collective success. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life.

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best. Analyze departmental processes to identify opportunities for efficiencies and exposures to risk