About CIBC: CIBC is a leading North American bank, with a history of more than 150 years of living our purpose - to help make your ambition a reality. Client relationships are at the center of our strategy, and our growth is enabled by a highly engaged and connected global team. From digital banking to community impact, we’re proud to drive progress for our clients and our communities. Recognized for our culture, award-winning innovation and community investment, CIBC continues to evolve by putting people and progress at the centre of everything we do. About CIBC India: CIBC India is a technology and operations hub in Hyderabad, where you’ll be part of our highly engaged and global team, and play a central role in supporting our growth. Whether you’re driving innovation in digital banking or streamlining client onboarding, you’ll be part of a culture recognized for excellence and investment in people. At CIBC India, people and progress are at the center of what we do: you’ll develop skills, collaborate with industry leaders, and see your ideas realized in a culture that values progress and belonging. We provide cutting-edge resources, ongoing learning, and a supportive environment where people come first. If you’re ready to create meaningful change and build your future, CIBC India is where your ambition meets opportunity. What CIBC India Offers: At CIBC India, your goals are a priority. We start with your strengths and ambitions and strive to create opportunities to tap into your potential. We aspire to give you a career that goes well beyond your compensation. We work to recognize you in meaningful, personalized ways including competitive fixed pay, performance-based incentive programs, a family-first benefits program, employer contributions for your retirement, attractive time off and leave offerings, 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 worldwide 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. What You’ll Be Doing (position summary): The Senior Supervisor, Retail Account Services REBO is accountable for providing leadership and management of staff members within a medium/moderately complex operational unit, as defined in the standard operating guidelines, to achieve high performance levels and outstanding customer service. The incumbent will oversee direct and in-direct reports for an operational unit with multiple processes requiring different procedures with varied complexity. Manage all escalated issues based on knowledge, experience and procedures to identify root cause and make sound decisions ensuring resolution of more complex issues/problems. Influence and communicate with other departments for improved results on behalf of senior management. Manage employee development and operational effectiveness, implementation of strategic initiatives, ongoing communication and assisting business partners. At CIBC India we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (including on-site and remote work) will be discussed at the time of your interview. How You’ll Succeed (responsibilities): Provide leadership and ongoing employee development to staff within operating unit: Manage and administer Performance Management & Measurement Process (e.g. develop and communicate productivity targets/results, conduct interim and annual reviews) to ensure Individual Development Plans are in place and developmental opportunities are identified for all direct reports Monitor, evaluate and manage day-to-day employee performance to identify gaps and develop action plans to achieve optimum performance results (e.g. Performance Improvement Plan, Terminations) Lead, motivate, mentor and guide staff providing regular coaching and feedback to ensure employees can perform at or developing to the necessary standards; provide industry specific expertise to resolve complex issues and develop problem-solving capability within all team members Maintain focus on employee satisfaction levels and take corrective action to ensure all human resources decisions are adhered to and all issues are addressed Identify training needs for staff and ensure employees are trained, cross-trained and knowledgeable about products, services, policies, processes and procedures to maintain proficiency on the job Anticipate staffing needs for the department; manage staffing activities with Resourcing to interview, make hiring decisions, complete documentation and ensure orientation of new employees Promote CIBC’s Achievers Rewards and Recognition Program communicating program structure and criteria and recognizing high performing employees who exceed expectations Initiate team-building activities with direct reports (e.g. huddles, team meetings) to actively engage staff, encourage team spirit and create a positive employee experience to build team capability Manage day-to-day operation / production activities including resource allocation, budgeting, change integration, system operation and process improvement in the delivery of services: Plan and schedule the daily activities of staff including coverage for holidays, absentees and peak work periods to ensure Service Level Agreements are met or exceeded with minimal overtime Manage the unit costs against pre-established budget (e.g. AIP, salary administration, FTE resource allocation, overtime, daily expense costs) and forecasting for all direct reports to ensure operational efficiency and profitability Manage work volumes to meet deliverable standards with minimal overtime and monitor, delegate and distribute workload to ensure efficient and equitable workflow Prepare monthly variance explanations; provide LE assistance and payroll/Peoplesoft administration support (e.g. input, balancing, verification, production reporting); participate and/or take ownership in some areas of fiscal year financial planning to ensure profitability Review established processes regularly to ensure their validity/effectiveness; perform root cause analysis to identify opportunities for improving control processes and procedural adherence and make recommendations to support continuous improvement, cost containment and operational efficiencies Perform and resolve difficult or complex departmental procedures or problems, including appropriate inter-departmental or external communications to ensure client satisfaction: Establish and maintain a communication and escalation process to respond to issues reported by customers, vendors, internal and external business partners Manage all escalated issues based on knowledge, experience and procedures; make sound decisions to ensure resolution of issues/problems prior to escalating to senior management Ensure the consistent delivery of high-quality service through service excellence principles to meet or exceed client expectations and service standards Ensure an appropriate communication process is in place to facilitate sharing of information (e.g. ensure service level expectations are clearly articulated/attained, keep team updated on business goals, strategies, performance objectives, current issue/concerns and new procedures or changes) Lead regular team meetings to resolve issues and concerns and communicate as required Provide consultative services to internal business partners; liaise with and elicit cooperation from other departments within Retail Operations to enhance service delivery Manage risk within department and ensure compliance to policies, procedures and controls to minimize losses and support adherence to completeness and accuracy: Ensure business unit activities are within compliance by completing random spot checks and testing Identify, anticipate and detect potential problems and take accountability for making informed, independent decisions to find alternative solutions to eliminate any potential risk Review and complete Quarterly Key Compliance Reports to ensure documented procedures, processes and policies are followed; analyze trends, determine root cause and take appropriate action to resolve issues/concerns ensuring Corporate Governance approval is received as required Review tracking on a daily, weekly or monthly basis (e.g. productivity tracking) to ensure accurate counts and reflect the financial result by reducing revenue leakage Ensure safety and security of premises and buildings for protection of CIBC assets Participate in planning and successful implementation of strategic initiatives: CROSS-FUNCTIONAL RELATIONSHIPS: Collaborate with senior management in developing an organizational structure that will provide client service excellence in rapidly evolving changing organization (e.g. organizational planning) Participate in committees as a Subject Matter Expert and collaborate with various departments to drive change; oversee implementation of assigned initiatives and manage change process within own operating unit to ensure success Work with Leadership Team to implement Global Operations’ strategies and service excellence principles to enhance client satisfaction results Key relationships with a wide range of internal CIBC employees, teams and departments (e.g. Internal Audit, Branches) at peer level and up to Senior Management/Director levels to share information, ensure compliance and operational efficiencies, present strategies, recommend solutions and resolve issues Occasional contact with external Auditors to provide information to resolve compliance issues. COMPLIANCE REQUIREMENTS/RESPONSIBILITIES: As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls. AUTHORITIES/DECISION RIGHTS: JOB DIMENSIONS: Experience: 5 years of experience As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions and take disciplinary measures up to and including termination Leads and manages a medium-sized operational unit with multiple, varied processes, overseeing both direct and indirect reports to ensure delivery of high-quality service and achievement of performance targets Accountable for employee development, resource allocation, operational effectiveness, risk management, and implementation of strategic initiatives, while maintaining compliance and supporting continuous improvement within Retail Account Services. Who You Are (skills/qualifications): Bachelor's degree in business, Finance, Operations Management, or a related field; Proven expertise in operations leadership 5 years of progressive experience in financial services Professional certifications preferred Proficiency in English (written and verbal) Strong understanding of credit products, processing workflows, and regulatory frameworks Proven leadership and team management capabilities Advanced analytical and problem-solving skills Proficiency with credit processing systems and workflow management tools Excellent communication, interpersonal, and stakeholder engagement skills.