Senior Workforce Analyst – CIBC

Title of the Job: Senior Workforce Analyst

Location: Toronto, ON

Job Description: 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 are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.To learn more about CIBC, please visitWhat you’ll be doingThe role is to provide tactical guidance and specialized knowledge relative to Workforce Management intraday allocation, inventory management and scheduling. The Senior Workforce Analyst will assume some responsibility for managing the day to day operation and workflow within the department, balancing workload effectively, keeping track of all commitments, status reporting as well as prioritizing some of the efforts and activities within the team to meet or exceed quality and delivery expectations. In addition the Senior Analyst is required to lead and support underwriter scheduling processes. There is an on-going requirement to analyze and comment upon both intraday and scheduling performance to Credit Adjudication Managers.At CIBC, we enable the work environment most optimal for you to thrive in your role. Therefore, details on your work arrangement (proportion of on-site and remote work) will be discussed during your interview.How you’ll succeed

• Analytical and Data focused – Ensure the WFM intraday management process attain the highest level of client satisfaction by meeting or exceeding daily SLA targets. Prepare, analyze and report on capacity planning of national underwriting and administration teams and review significant variances with relevant stakeholders. Evaluate assumptions and assess performance risks and opportunities. Through effective leadership and coordination with stakeholders, ensure WFM principles, tools and methods maximize operational and cost effectiveness. Support, and sometimes lead, a comprehensive approach to the coordination of WFM activities is applied to Lines of Business to minimize errors and optimize decision making. Maintain “currency” in WFM knowledge and be aware of industry standards and best practices. Act as a “lead practitioner” in handling difficult, unusual or sensitive issues, problems or requests. Seek opportunities to improve planning/analysis/processes to provide high level of service in the most efficient as well as effective manner.
• Workplace Scheduling – Lead initiatives to improve the scheduling of underwriters and ensure the staff is effectively deployed to optimize service levels. As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness. Meeting aggressive deadlines and providing exceptional quality products and processes. Managing multiple and changing priorities, while proactively anticipating the needs of clients. Influencing critical decisions in the areas of capacity planning, operational and organizational structure, resourcing and workforce scheduling. Working environment is extremely fast paced and highly stressful. Flexible to be available to support Eastern and Western regions as well as for escalated departmental or client issues. Extended hours can be expected.
• Communication – Communicating with a sense of urgency the impacts and risks associated with business planning methods or decisions.

Who you are

• Workforce System. Expert knowledge of capacity planning and operational principles; including workforce scheduling practices and tools. Specific knowledge and experience managing multiple client groups with varying levels of practical knowledge and application of capacity planning and forecasting methods. A creative approach to manage new challenges and problematic circumstances.
• Excel Proficiency. Mastery in computer proficiency for MS Word, Excel, PowerPoint and Project. Exposure to database software.
• Leadership Ability. Well-developed leadership skills to counsel, direct, and support other staff in a dynamic customer service oriented environment. Highly proficient in the area of influencing skills to present alternatives, resolve conflicts and minimize high-risk situations. Comfortable in a fast paced growth environment. Leadership ability to get results through others in a positive fashion; able to motivate and maintain a high level of employee commitment and morale. Highly developed analytical, decision making, and problem solving skills.
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
• You’re passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
• You love to learn. You’re passionate about growing your knowledge. You have a strong sense of curiosity.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.

What CIBC OffersAt CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, 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.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.*Subject to plan and program terms and conditionsWhat you need to knowCIBC 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, please contactYou need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.Job Location Toronto-81 Bay, 28th FloorEmployment Type RegularWeekly Hours 37.5Skills Analytical Thinking, Business Effectiveness, Client Service, Communication, Detail-Oriented, Process Improvements, Relationship Management, Teamwork

Company Name: CIBC

Salary:

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