Director - Business Delivery - CIBC - Mississauga

Job description
Reporting to the Head of National Support Office, the Director, Business Delivery leads the Problem and Incident Service Owners and has accountability for the Statement Delivery team. This role is key within the National Support team and will ensure continuous service improvement utilizing industry best practices for incident and problem management. This individual is responsible for developing and maintaining strong relationships with senior management within Head Office as well as Regional centers.

KEY ACCOUNTABILITIES
Ensures an appropriate structure is in place so that the Incident and Problem teams provide the right support across all centers across the country.
Overall accountability is to ensure a formal structure is in place that manages, documents and actions incidents and problems according to industry best practices.
Ensuring an effective process is managed that enables continuous management of issues through to problem resolutions and maintaining new benchmarks.
Establishing and maintaining Executive reporting on incidents and problems.
Provide direction to the Statement Management team ensuring alignment to our external agreements and supporting statement projects and initiatives.
Understands and oversees the effective management of all the incidents related to the regions.

Close alignment with the Senior Director, Client Support to understand client irritants so that they can oversee the prioritization of client irritants for problem resolution.
Overseas the development and maintenance of the incident management system.
Accountable to present cost effective solutions to senior management for identified systemic issues.
Lead as appropriate, project work and strategic initiatives pertaining to incident and problem management and operational effectiveness.
Act as an internal resource regarding trends and emerging technologies and their impact on the organization as well as business strategies.
Partner directly with the Regional Center VPs and Senior Directors to provide consultation and advice regarding incidents and problems within INTRIA.
Monitor the performance of strategies, policies, programs related to Incident and Problem Management to ensure the fulfillment of strategic objectives and regulatory requirements. Recommend changes to programs, products or services as needed.
Provide authoritative analysis, interpretation and opinion to support and guide executive management and client groups, ensuring an understanding and acceptance of issues and influence the direction.
Provide leadership and effective management of business unit staff to influence employee commitment to the organization, to the team, and to their job by:
Setting appropriate context when assigning work to ensure that individuals’ roles support the achievement of the business unit’s priorities and CIBC’s overall goals.
Building team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training.
Managing performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.
Creating a positive work environment and being an effective role model by championing CIBC’s mission, vision and values.
Ensuring compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect; and
Hiring the right people in the right jobs to align individual capabilities with job requirements and business unit goals.

Desired Skills and Experience
KNOWLEDGE AND SKILLS

English-French language skills an asset
ITIL knowledge and application a definite asset.
Service partner orientation.
Relationship management and conflict resolution skills.
The ability to bring together and work with a team of people with varied backgrounds – service owners, process owners, business analysts, technical experts – to articulate and remedy service issues.
Statistical, numerical and analytical principles and processes.
Innovative thinking with service quality, and its improvement, within limits of costs and business direction.
Highly developed people management and team building skills; demonstrated ability to provide strategic direction, lead, manage and
motivate people.
Highly developed communication skills, with well-developed writing and presentation capabilities, and ability to translate strategic intent into action.
Creative / innovative thinking - quick to identify issues underlying problems; efficient at assembling data, structuring information and executing rigorous analysis; employs good judgment in making decisions and recommendations; can creatively develop unique approaches and solutions necessary to resolve high level, complex issues and problems.
Strong project management skills to simultaneously lead multiple, diverse projects.
Results oriented - consistently delivers results; effective under pressure and against tight deadlines.
Knowledge of Contact Center Telcom voice Technology & Infrastructure.
Excellent knowledge of Incident, Problem and change Management processes.

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