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Added 23 days ago
Standard Products Support Co-op
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Basic programming skills (e.g., Python, VBA, SQL or C#) for developing tools or applications that improve data collection and process efficiency
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Manager, Data Strategy
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- Full-time
…Enterprise Data, Exploration, Finance, Machine Learning (ML), Python (Programming Language), Snowflake (Platform), Statistics, Structured Query Language (SQL), Visualization…
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Software Architect
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Technology Product Management Senior Manager
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- Full-time
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Senior Manager, User Support & Experience (12-Month Secondment)
CIBC
Toronto, ON
- Full-time
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QA & Reconciliation Analyst
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Presentation Automation Engineer
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Business Data Analyst
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Toronto, ON
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Analyst, Business Intelligence
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Advanced programming skills with Python (asset) or R, DAX, Power Query, SQL and Spark (asset);
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SAP AI Solution Analyst
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Software Engineer - Intern
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Toronto, ON
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Senior Business Analyst
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Experience with programming languages and analytics tools such as Python, R, SQL, or equivalent.
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AI/ML Software Engineer Intern (Summer 2027 - 8-Months - Masters - QVS)
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AI (artificial intelligence) Developer - Hybrid
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CIBC

Senior Manager, User Support & Experience (12-Month Secondment)

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Experience: You can demonstrate 3-5 years of experience in risk management, leading or managing support operations, service management, operational oversight, or user support functions.
Posting language: English
Posted: Oct 16, 2026

Original 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 visit CIBC.com

What you’ll be doing

As Senior Manager, User Support & Experience (12-month secondment), you will provide leadership and continuity for a team responsible for end-user support and experience across Business Application Management (BAM) supported systems. This role is accountable for overseeing 2nd line production support operations, strengthening user enablement, driving knowledge and change management practices, and advancing workflow efficiency and service performance.

You will lead a function designed to improve the end-user experience after go-live, convert support data into actionable insights, improve readiness for change, expand self-service support capabilities, and deliver measurable value through service outcomes and KPIs.

The role also contributes to the ongoing support and evolution of the Enterprise Governance Risk and Compliance (eGRC) platform through partnership with Risk Management, Technology, and external vendors, including support for production issue management, system change activity, and user acceptance testing.

Key responsibilities include:

Providing leadership and oversight for production support operations across BAM-supported systems
Managing the People Change Management (PCM) framework
Owning and evolving the knowledge base strategy to reduce key-person dependency and improve self-service support
Overseeing JIRA administration and triage
Developing, monitoring, and enhancing performance metrics and KPI dashboards to measure support efficiency and effectiveness
Maintaining the automation and efficiency roadmap/log
Identifying and executing workflow optimization opportunities
Coordinating support readiness for change, including communications, guides, training materials, and documentation
Contribute to the ongoing support and evolution of the eGRC platform by coordinating second-level production support, supporting change delivery and testing activities, and partnering with Risk Management, Technology, and external vendors to maintain system stability and effectiveness
Ensuring the team delivers a consistent, scalable, and insight-driven support experience for end users

Please note this is a 12-month secondment opportunity.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

How you’ll succeed:

Client Focus - You understand the importance of the end-user experience and are committed to delivering effective, responsive, and scalable support models that improve adoption and service outcomes.
Leadership and Collaboration - You lead with clarity and accountability, build strong partnerships across teams, and coordinate effectively with business and technology stakeholders to ensure continuity of service and operational discipline.
Operational Excellence - You bring a structured and data-driven approach to support management, using metrics, knowledge practices, and process improvements to strengthen performance, efficiency, and sustainability.
Change Enablement - You help ensure users are ready for change by driving effective communications, documentation, training, and support readiness activities.

Who you are

You can demonstrate 3-5 years of experience in risk management, leading or managing support operations, service management, operational oversight, or user support functions. It`s an asset if you have experience overseeing JIRA administration and triage processes
You can demonstrate strong communication skills with the ability to effectively communicate with technical teams and business stakeholders. You have experience explaining technical problems to a non-technical audience. You have experience in producing presentations and documentation for senior audience, as well as have experience with the facilitation of meetings with stakeholders.
You have experience with knowledge management, documentation strategy, and self-service enablement and you are skilled in building and interpreting KPIs, dashboards, and performance reporting
You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.
You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making.
You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

#L1-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 Mailbox.careers-carrieres@cibc.com
CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.
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 test (such as simulation, coding, French proficiency).
We use artificial intelligence tools during the recruitment process. 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-CC East 13th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Agile Thinking, Business Requirements Analysis, Communication, Critical Thinking, Domain Knowledge, Operational Efficiency, Problem Solving, Process Design, Python (Programming Language), Technical Writing

Apply About employer

More about this job

Responsibilities

The Senior Manager will lead production support operations for business applications, focusing on improving end-user experience and service efficiency. They will also manage knowledge base strategies, oversee Jira administration, and contribute to the evolution of the eGRC platform through cross-functional partnerships.

Requirements

Candidates must have 3-5 years of experience in risk management, support operations, or service management. Strong communication skills and the ability to translate technical concepts for non-technical stakeholders are essential for this role.

Skills

Leadership
Production support
User experience
Change management
Knowledge management
Jira administration
KPI development
Workflow optimization
Risk management
Stakeholder management
Technical documentation
Self-service enablement
Performance reporting
Critical thinking
Communication
Operational oversight

Benefits

Competitive salary
Incentive pay
Banking benefits
Benefits program
Defined benefit pension plan
Employee share purchase plan
Vacation offering
Wellbeing support
MomentMakers recognition program
Purpose Day

Visa sponsorship

Not detected in the job text

Keywords

Senior Manager
User Support
User Experience
Secondment
Production Support
People Change Management
Jira
KPI
eGRC
Risk Management
Workflow Optimization
Self-service
Operational Excellence
Change Enablement
Stakeholder Management
Documentation Strategy
Performance Metrics
Hybrid Work
Banking

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