Senior Manager, Client Services and Sales Centre

The Senior Manager, Client Service & Sales Centre leads the day-to-day operations of a Client Service & Sales Centre, managing the team in the execution of their duties, and supporting the business strategies and objectives for an omni-channel centre.

ABOUT US

CIBC Caribbean is a relationship bank offering a full range of market leading financial services through our Corporate Banking, Personal and Business Banking and Wealth Management segments through its leading digital banking network and locations across the region. CIBC Caribbean is one of the largest regionally listed financial services institutions in the Caribbean.

ABOUT THE ROLE

The Senior Manager, Client Service & Sales Centre leads the day-to-day operations of a Client Service & Sales Centre, managing the team in the execution of their duties, and supporting the business strategies and objectives for an omni-channel centre. The Senior Manager is accountable for the business performance of the centre, and delivery of services provided by the centre, including voice support, live chats, social media and digital sales to drive business results in accordance with the key areas of finance, client service, risk and controls, people and culture. The incumbent also contributes to the development of the strategic direction and change management in the centre.

KEY ACCOUNTABILITIES: 

• Manages the day-to-day operations of the Centre, maintaining high levels of customer service and satisfaction to ensure adherence of the relevant service level agreements and that activities are in accordance with the Bank’s procedures, processes, operational risk, and auditing standards.
• Develops & delivers the centre’s service & sales strategy, formulating the approach in collaboration with key stakeholders, including PBB and Credit Risk to ensure alignment to the overall revenue targets and subsequent delivery on the expected targets.
• Manages, tracks & reports on the centre’s budget, targets and resources, and provides input to the overall centre’s annual budget and targets, in collaboration with the stakeholders to ensure the financial targets are met and benefits realization is achieved.
• Manages the centre’s compliance within established risk and control guidelines and audit requirements inclusive of management control testing (MCT) to maintain a robust control environment within the centre.
• Leads analysis of centre operations to identify bottlenecks / gaps / areas of weaknesses and opportunities, making recommendations and leading implementation of changes to maintain and enhance the overall productivity and efficiency of the centre.
• Identifies, recommends & drives opportunities for simplification, efficiencies, and leads team performance/engagement to simplify processes, enhancing the customer service experience and deliver on strategic initiatives and to embrace the culture of care.

KNOWLEDGE & EXPERIENCE REQUIRED:

• Minimum 8-10 years’ experience in a large operation and \ or call centre environment, preferably within the financial services industry
• 5 or more years managerial experience and proven ability to manage, lead and motivate high functioning teams.
• Direct inbound / outbound sales managerial experience of 2+ years
• Thorough & current knowledge of operational risk management policies, compliance and fraud prevention controls and internal and external audit requirements related to Contact centre and banking operations.
• Well-developed knowledge of the principles and processes of selling, and the ability to apply this knowledge to meet and exceed customer needs with the Bank’s products and services.
• Well-developed understanding of the business processes and operational procedures of the different banking channels.
• In-depth understanding of technical support systems within a contact centre
• Ability to speak a second language would be an asset, e.g. Spanish, French

QUALIFICATIONS REQUIRED:

• Bachelor’s degree in finance or business-related field
• Master’s degree in management, banking or related field would be an asset
• Agile certification and / or knowledge of agile process / methodology would be an asset.

About our offer

We use the same innovation and vigour for our benefits and reward package. It is attractively structured and performance bonuses are offered. You will have a challenging, diverse experience with opportunities for professional growth. We value agility, collaboration, integrity, sense of ownership and urgency.