Senior Supervisor, Retail Lending Services

• Manage and administer Performance Management & Measurement Process (eg develop and communicate productivity targets/results, conduct interim and annual reviews) to ensure Individual Development Plans are in place and developmental opportunities are identified for all direct reports.
• Monitor, evaluate and manage day-to-day employee performance to identify gaps and develop action plans to achieve optimum performance results (eg Performance Improvement Plan, Terminations).
• Lead, motivate, mentor and guide staff providing regular coaching and feedback toensure employees can perform at or developing to the necessary standards;provide industry specific expertise to resolve complex issues and develop problem-solving capability within all team members.
• Maintain focus on employee satisfaction levels and take corrective action to ensure all human resources decisions areadhered to and all issues are addressed.
• Identify training needs for staff and ensure employees are trained, cross-trained and knowledgeable about products, services, policies, processes and procedures to maintain proficiency on the job.
• Anticipate staffing needs for the department; manage staffing activities with Resourcing to interview, make hiring decisions, complete documentation and ensure orientation of new employees.
• Promote CIBCs Achievers Rewards and Recognition Program communicating program structure and criteria and recognizing high performing employees who exceed expectations.
• Initiate team-building activitieswith direct reports (eg huddles, team meetings)to actively engage staff, encourage team spirit and create a positive employee experience to build team capability .

• Plan and schedule the daily activities of staff including coverage for holidays, absentees and peak work periods to ensure Service Level Agreements are met or exceeded with minimal overtime
• Manage the unit costs against pre-established budget (eg AIP, salary administration, FTE resource allocation, overtime, daily expense costs) and forecasting for all direct reports to ensure operational efficiency and profitability.
• Manage work volumes to meet deliverable standards with minimal overtime and monitor, delegate and distribute workload to ensure efficient and equitable workflow.
• Prepare monthly variance explanations; provide LE assistance and payroll/Peoplesoft administration support (eg input, balancing, verification, production reporting); participate and/or take ownership in some areas of fiscal year financial planning to ensure profitability.
• Review established processes regularly to ensure their validity/effectiveness; perform root cause analysis to identify opportunities for improving control processes and procedural adherence and make recommendations to support continuous improvement, cost containment and operational efficiencies.

• Establish and maintain a communication and escalation process to respond to issues reported by customers, vendors, internal and external business partners.
• Manage all escalated issues based on knowledge, experience and procedures; make sound decisions to ensure resolution of issues/problems prior to escalating to senior management .
• Ensure the consistent delivery of high-quality service through service excellence principles to meet or exceed client expectations and service standards.
• Ensure an appropriate communication process is in place to facilitate sharing of information (eg ensure service level expectations are clearly articulated/attained, keep team updated on business goals, strategies, performance objectives, current issue/concerns and new procedures or changes).
• Lead regular team meetings to resolve issues and concerns and communicate as required.
• Provide consultative services to internal business partners; liaise with and elicit cooperation from other departments within Retail Operations to enhance service delivery.

• Ensure business unit activities are within compliance by completing random spot checks and testing.
• Identify, anticipate and detect potential problems and take accountability for making informed, independent decisions to find alternative solutions to eliminate any potential risk.
• Review and complete Quarterly Key Compliance Reports to ensure documented procedures, processes and policies are followed; analyze trends, determine root cause and take appropriate action to resolve issues/concerns ensuring Corporate Governance approval is received as required.
• Review tracking on a daily, weekly or monthly basis (eg productivity tracking) to ensure accurate counts and reflect the financial result by reducing revenue leakage.
• Ensure safety and security of premises and buildings for protection of CIBC assets.

• Collaborate with senior management in developing an organizational structure that will provide client service excellence in rapidly evolving changing organization (eg organizational planning).
• Participate in committees as a Subject Matter Expert and collaborate with various departments to drive change; oversee implementation of assigned initiatives and manage change process within own operating unit to ensure success.
• Work with Leadership Team to implement Global Operations strategies and service excellence principles to enhance client satisfaction results.

• Bachelor's degree in business, Finance, Operations Management, or a related field.
• Proven expertise in operations leadership.
• 5+ years of progressive experience in financial services.
• Professional certifications preferred.
• Proficiency in English (written and verbal).
• Strong understanding of credit products, processing workflows, and regulatory frameworks.
• Proven leadership and team management capabilities.
• Advanced analytical and problem-solving skills.
• Proficiency with credit processing systems and workflow management tools.
• Excellent communication, interpersonal, and stakeholder engagement skills.

• We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, wellbeing support, and Moment Makers, 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 worldwide.
• 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.

CIBC