Job title: Senior Manager, Process Architecture
Location: Canada-Ontario-Scarborough-305 Milner Avenue 5th Floor
Deadline: Aug 2, 2013, 6:59:59 AM
Requisition ID: 13007549
Position Type: Regular
Position Status: Full Time
Job: Management
Description
JOB PURPOSE
The Senior Manager, Specialized Function is accountable for providing highly specialized advice/consultation in research, analysis and process design within Operating Unit for both internal/external clients. Lead and support the design of processes for all new and changes to existing businesses; assess financial, business risk implications, vendor management and relationship management. Provide support to projects as subject matter expert and owner of process and procedure writing. Participate and facilitate internal and external client and/or vendor meetings at various levels taking ownership of activities ensuring client needs are met or exceeded. Design and implement quality and compliance programs to mitigate operational and reputation risk.
KEY ACCOUNTABILITIES
Provide highly specialized consulting support to clients for successful implementation of strategic initiatives:
Manage the implementation of changes and new business from an operational perspective
Determine client priorities and objectives to support the business through consulting with various levels of management up to Executive level; negotiate priorities objectively with full consideration and awareness of potential impact on projects
Provide highly specialized consulting expertise through research, analysis and coordination of activities to address non-routine and potential high impact business needs
Monitor the completion of work package major milestones; monitor the involvement of internal / external resources and conduct overall post-implementation reviews to identify and measure resu
Lead and support the design and change of processes assessing financial, service level and business risk implications:
Support Client / Operations readiness for implementation of change or new business to ensure risk is mitigated during integration into existing operations
Identify deficiencies within the process for the purpose of developing and implementing enhancements /improvements
Review process changes and assessments to establish impact to business risks, product quality and/or unit costs; provide sign-off on all new and revised processes and it’s documentation
Support change management by designing processes to effectively support production
Review process recommendations to identify impacts to process (e.g. linkage to other activities, unit processing time, business risks, policy compliance)
Complete root cause analysis on all partner escalations and work with operational unit to implement corrective action
Provide training on process to operational teams through subject matter expert.
Keep abreast of technological innovations and enhancements to identify situations where business processes may be enhanced
Manage relationships with internal and external clients / vendors at various levels to resolve difficult or complex procedures or problems, including appropriate inter-departmental or external communications to ensure client satisfaction:
Participate in negotiation with clients to establish service levels
Manage all partner investigations to ensure that issues are investigated and resolved in a timely and effective manner
Apply judgement and decision-making, often within narrow time frames and ambiguous situations to determine if significant cost and service implications to clients exist
Design and implement quality and compliance processes to mitigate operational and reputation risk to minimize losses:
Ensure operational unit is operating in compliance within governance requirements (e.g. SOX, OPC, FPC); ensure all primary testing is conducted and deficiencies are reported, followed up and resolved
Perform independent reviews and implement internal controls to ensure mitigation of risk
Implement and maintain a Quality Control program to ensure that appropriate testing is completed to validate that service delivery standards are met
Manage and direct a small work team by providing leadership and ongoing employee development to staff:
Monitor, evaluate and manage day-to-day employee performance for direct reports, counsel and find alternatives in the resolution of complex issues
Provide high-level advice, counsel and make complex decisions in relation to people management issues/concerns of a difficult/complex nature (e.g. Performance Improvement Plan, Terminations, Return to Work program)
Manage interim and annual review process (e.g. establish and communicate productivity targets, conduct interim and annual reviews) to provide for the on-going professional development of staff
Develop and implement training, career development and action plans to manage/focus on employee development and ensure performance effectiveness
Manage/support the staffing process to complete appropriate documentation and receive approval as required, conduct interviews and make hiring decisions
CROSS-FUNCTIONAL RELATIONSHIPS
Key relationships with a wide range of internal CIBC employees, teams and departments (e.g. Operations, Business Partners, Internal Audit) at the Senior Management, Director and/or Executive levels across organization to share information regarding implementations, resolve issues, provide information and obtain approvals as required
Regular contact with internal partners and external Vendors to fulfill accountabilities
KNOWLEDGE / SKILL REQUIREMENTS
7 – 10 years of related work experience within Financial Services industry
University Degree / College Diploma in Business, Accounting or Finance or equivalent practical work experience
Knowledge of CIBC and Global Operations business objectives, strategies, policies, procedures and operational processes specific to own Operating Unit
Knowledge of internal CIBC systems and relevant technology specific to own operating unit (e.g. COINS/COLT, ADP, MIF, AutoRIL)
Strong understanding and applied knowledge of Processing environment
Developed presentation and communication skills, both written and verbal, to promote and explain new and innovative ways of delivering operational/processing services, which have major, impact on operationsDeveloped motivating and influential skills sufficient to convince others of preferred options or alternatives where differences may exist to gain acceptance of recommendations and action plans
Proven ability to effectively manage multiple activities with varying complexity while under tight time frames
Strong knowledge of project management activities sufficient to identify, develop and implement approved initiatives
Creative skills sufficient to resolve problems or identify innovative alternatives or opportunities to meet both client and business need
Ability to gather data, analyze and present results in a clear and concise format using data sources of varying complexity
Strong analytical and problem solving skills and the ability to analyze complex documentation (e.g., business requirements) and determine the appropriate course of action
Developed PC skills with the ability to create complex documents, spreadsheets and presentations (e.g. Excel, Word, PowerPoint)
Compliance with all CIBC regulatory training and ensure these programs and policies are applied consistently across the business. The incumbent is personally responsible for compliance with all such regulatory and governance programs.
WORKING CONDITIONS
Normal office environment (desks, PC, cubicles, etc.)
Working with clients on the phone which requires the use of a headset
Business travel
May be required to attend off-site meetings
Typically sitting at a desk or table for long periods of time
Repetitive wrist, hand and/ or finger movement
Sustained visual concentration
May experience high degree of stress as a result of multiple deliverables/within tight deadlines
May be required to work outside of normal business hours
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