Manager, TB Inbound Contact Centre - Montréal - Bilingual (English and French)
Top Benefits
About the role
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 visit
CIBC.com
What you’ll be doing
As a member of CIBC’s Contact Centre leadership team, the Manager provides day-to-day direction and oversight, ensuring that employees deliver consistent, high-quality service and meet defined business objectives. The Manager implements operational and coaching strategies to enhance employee performance, build team capability, and maintain compliance with CIBC policies and standards. The role partners across the bank to identify opportunities for efficiency, process improvements, and client experience enhancement while cultivating a supportive and accountable work environment.
At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.
CIBC is transitioning to an Agent@Home model based on performance, for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.).
Agent@Home Program Requirements :
- Ability to work independently as an Agent@Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
- Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
- Satellite Internet service providers are prohibited and cannot be used due to the impact on call quality and service stability.
- You’re flexible to work from Monday to Friday from 8:00 am to 08:00 pm EST.
How you’ll succeed
- People Management – Lead, motivate, and develop a diverse, high-performing team to achieve business objectives and deliver superior client experiences. Ensure that performance management processes are in place, roles are clearly defined, and employees are supported through consistent coaching, feedback, and recognition.
- Client & Relationship Management – Foster a client-first culture that emphasizes relationship-building and collaboration. Partner with internal stakeholders to share best practices, align on business goals, and maximize opportunities for growth and client satisfaction.
- Operational Excellence – Oversee daily operations, manage performance measures, and ensure adherence to compliance, quality assurance, and service-level standards. Leverage data and insights to identify barriers, improve efficiency, and strengthen overall team performance.
- Coaching & Development – Inspire team members to embrace learning, innovation, and accountability. Provide ongoing coaching to enhance technical and behavioral competencies, ensuring sustainable performance and engagement.
- Governance & Compliance – Protect the bank, clients, and shareholders by managing risk, ensuring adherence to CIBC policies, and maintaining full compliance with internal controls, standards, and regulatory requirements.
Who you are
- You are a caring and accountable leader who empowers people to perform at their best.
- You put clients first, delivering advice and service with integrity and empathy.
- You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
- You lead with heart and mind, creating an inclusive environment built on trust, respect, and collaboration.
- You’re a certified professional. Meet the following accreditation and licensing requirements, CIRO-ID. Must have successfully completed the Canadian Securities Course (CSC) or IFIC. Successful completion of the Conduct and Practices Handbook (CPH) within 3 months of start date is required. Successful completion of the Wealth Management Essentials (WME) within 30 months of start date is required. It’s an asset to have the Certified Financial Planner (CFP) designation.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
- You're fluent in French and English to serve our clients in the community.
#LI-TA
What CIBC Offers
At 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 conditions
What you need to know
-
CIBC 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 contact
-
You 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
Quebec VIRTUAL
Employment Type
Regular
Weekly Hours
37.5
Skills
Call Center, Client Service, Coaching, Customer Experience (CX), Inbound Calls, People Management, Quality Assurance (QA) Standards, Work Collaboratively
About CIBC
CIBC is here to help all our clients reach their goals.
We know the importance of reliable financial products and services, and we’re dedicated to providing them in a way that lets you bank however you want, whenever you want.
With innovative tools designed around your priorities and a team fully focused on your success, you’ll get the insights you need to get even closer to achieving your goals.
This culture of innovation and shared values of trust, teamwork and accountability are why we’ve been named a top employer in Canada. They’re also why a career at CIBC is more than a job—it’s an opportunity to grow and work alongside some of the brightest in Canada.
La Banque CIBC est là pour aider tous nos clients à atteindre leurs objectifs.
Nous connaissons l'importance de produits et services financiers fiables, et nous nous engageons à les fournir d'une manière qui vous permette d'effectuer vos opérations bancaires comme vous le souhaitez, quand vous le souhaitez.
Avec des outils innovants conçus autour de vos priorités et une équipe entièrement centrée sur votre réussite, vous obtiendrez les informations dont vous avez besoin pour vous rapprocher encore plus de vos objectifs.
Cette culture de l'innovation et les valeurs partagées de confiance, de travail d'équipe et de responsabilité sont la raison pour laquelle nous avons été nommés l'un des meilleurs employeurs au Canada. C'est aussi pourquoi une carrière à la Banque CIBC est plus qu'un emploi : c'est une occasion de grandir et de travailler aux côtés de certaines des personnes plus brillantes au Canada.
Manager, TB Inbound Contact Centre - Montréal - Bilingual (English and French)
Top Benefits
About the role
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 visit
CIBC.com
What you’ll be doing
As a member of CIBC’s Contact Centre leadership team, the Manager provides day-to-day direction and oversight, ensuring that employees deliver consistent, high-quality service and meet defined business objectives. The Manager implements operational and coaching strategies to enhance employee performance, build team capability, and maintain compliance with CIBC policies and standards. The role partners across the bank to identify opportunities for efficiency, process improvements, and client experience enhancement while cultivating a supportive and accountable work environment.
At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.
CIBC is transitioning to an Agent@Home model based on performance, for this role you will be required to work from home. The expectation and details will be confirmed if you move through the recruitment process. Even though this role is a remote position, the expectation is that you must be able to attend your primary CIBC location within two hours upon request (e.g. technology/service outages, Business Contingency Planning, team meetings, celebration, events, etc.).
Agent@Home Program Requirements :
- Ability to work independently as an Agent@Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
- Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps)
- Satellite Internet service providers are prohibited and cannot be used due to the impact on call quality and service stability.
- You’re flexible to work from Monday to Friday from 8:00 am to 08:00 pm EST.
How you’ll succeed
- People Management – Lead, motivate, and develop a diverse, high-performing team to achieve business objectives and deliver superior client experiences. Ensure that performance management processes are in place, roles are clearly defined, and employees are supported through consistent coaching, feedback, and recognition.
- Client & Relationship Management – Foster a client-first culture that emphasizes relationship-building and collaboration. Partner with internal stakeholders to share best practices, align on business goals, and maximize opportunities for growth and client satisfaction.
- Operational Excellence – Oversee daily operations, manage performance measures, and ensure adherence to compliance, quality assurance, and service-level standards. Leverage data and insights to identify barriers, improve efficiency, and strengthen overall team performance.
- Coaching & Development – Inspire team members to embrace learning, innovation, and accountability. Provide ongoing coaching to enhance technical and behavioral competencies, ensuring sustainable performance and engagement.
- Governance & Compliance – Protect the bank, clients, and shareholders by managing risk, ensuring adherence to CIBC policies, and maintaining full compliance with internal controls, standards, and regulatory requirements.
Who you are
- You are a caring and accountable leader who empowers people to perform at their best.
- You put clients first, delivering advice and service with integrity and empathy.
- You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.
- You lead with heart and mind, creating an inclusive environment built on trust, respect, and collaboration.
- You’re a certified professional. Meet the following accreditation and licensing requirements, CIRO-ID. Must have successfully completed the Canadian Securities Course (CSC) or IFIC. Successful completion of the Conduct and Practices Handbook (CPH) within 3 months of start date is required. Successful completion of the Wealth Management Essentials (WME) within 30 months of start date is required. It’s an asset to have the Certified Financial Planner (CFP) designation.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
- You're fluent in French and English to serve our clients in the community.
#LI-TA
What CIBC Offers
At 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 conditions
What you need to know
-
CIBC 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 contact
-
You 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
Quebec VIRTUAL
Employment Type
Regular
Weekly Hours
37.5
Skills
Call Center, Client Service, Coaching, Customer Experience (CX), Inbound Calls, People Management, Quality Assurance (QA) Standards, Work Collaboratively
About CIBC
CIBC is here to help all our clients reach their goals.
We know the importance of reliable financial products and services, and we’re dedicated to providing them in a way that lets you bank however you want, whenever you want.
With innovative tools designed around your priorities and a team fully focused on your success, you’ll get the insights you need to get even closer to achieving your goals.
This culture of innovation and shared values of trust, teamwork and accountability are why we’ve been named a top employer in Canada. They’re also why a career at CIBC is more than a job—it’s an opportunity to grow and work alongside some of the brightest in Canada.
La Banque CIBC est là pour aider tous nos clients à atteindre leurs objectifs.
Nous connaissons l'importance de produits et services financiers fiables, et nous nous engageons à les fournir d'une manière qui vous permette d'effectuer vos opérations bancaires comme vous le souhaitez, quand vous le souhaitez.
Avec des outils innovants conçus autour de vos priorités et une équipe entièrement centrée sur votre réussite, vous obtiendrez les informations dont vous avez besoin pour vous rapprocher encore plus de vos objectifs.
Cette culture de l'innovation et les valeurs partagées de confiance, de travail d'équipe et de responsabilité sont la raison pour laquelle nous avons été nommés l'un des meilleurs employeurs au Canada. C'est aussi pourquoi une carrière à la Banque CIBC est plus qu'un emploi : c'est une occasion de grandir et de travailler aux côtés de certaines des personnes plus brillantes au Canada.