Complaint Manager jobs

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 the Operational Excellence team, you’ll play a key role in strengthening our incident management practices and protecting the client experience. As a Senior Manager, Incident Management, you’ll lead the end-to-end management of production issues, from identification and triage through to resolution and remediation, while partnering closely with teams across Product, Business Control, Compliance, Legal, Technology, and Data Analytics. You’ll assess complex issues, analyze large data sets to identify root causes and risks, and help shape effective remediation and prevention strategies. You’ll also oversee client remediation planning and communications to ensure responses are clear, timely, and aligned with regulatory and internal standards. In addition, you’ll provide meaningful reporting and insights to senior leadership, represent supported product lines in cross-functional initiatives, and drive continuous improvement opportunities that reduce risk and improve operational effectiveness. This role also supports key non-production activities, including testing, post-implementation validation, audit requests, service continuity initiatives, and records management.

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

• Incident management - Lead the end-to-end management of production issues by overseeing identification, triage, escalation, resolution, and post-incident follow-up to minimize disruption to clients and business operations.
• Cross-functional partnership - Engage the right partners across Product, Business Control, Compliance, Legal, Technology, Data Analytics, Risk, and Audit to drive urgent, well-coordinated responses to complex issues.
• Client remediation - Develop and execute client remediation strategies for incidents that impact clients, ensuring all actions are thoughtful, timely, and aligned with regulatory requirements and internal standards.
• Reporting and influence - Prepare and deliver clear reporting on production issues, trends, root causes, and remediation outcomes, while providing insights that support leadership decision-making and broader business priorities.
• Continuous improvement - Identify opportunities to strengthen processes, controls, and client outcomes by reviewing business requirements, process flows, and incident trends, and by leveraging automation and artificial intelligence tools where appropriate.
• Operational support - Oversee business acceptance testing, post-implementation validation, audit and examination support, and the maintenance of team procedures and records in accordance with governance and records management standards.

Who you are

• You can demonstrate experience in product management, incident management, and client remediation. You bring strong judgment and a proven ability to manage complex issues from assessment through resolution in a highly regulated environment.
• You can demonstrate experience in driving process improvements and managing change in a complex environment. You’re comfortable navigating ambiguity, balancing multiple priorities, and implementing practical solutions that improve how work gets done.
• You give meaning to data . You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You're digitally savvy . You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.
• Your influence makes a difference . You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You are a caring and accountable leader . You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.
• 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.

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

• Subject to 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.

Expected End Date

2026-11-17