Director, Data & Insights, Complaints Management

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 the Director, Data & Insights, Complaints Management, you will be accountable for all data, reporting, analytics, and insight generation requirements supporting the ongoing evolution of the Complaints Management Program (CMP). The CMP is a centre of excellence established to ensure compliance with complaint handling requirements mandated by the Financial Consumer Agency of Canada (FCAC). You will lead the development and delivery of enterprise complaints reporting and insights, oversee key regulatory and governance reporting obligations, and support the continuous enhancement of data processes, controls, and infrastructure. You will work closely with partners across Compliance, Technology, Business Controls, and the Lines of Business to ensure complaints data is complete, reliable, well-governed, and positioned to inform strategic decision-making.

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 2–3 days per week on-site, while other days will be remote.

How you’ll succeed

• Leadership – Lead a small team of Consultants and Senior Consultants responsible for complaints data, reporting, analytics, and insight generation. Coach team members, set clear priorities, and ensure quality, timeliness, and consistency across recurring reporting cycles and ad hoc requests. Foster a strong control environment and a continuous improvement mindset across the team.

• Enterprise Reporting & Insights – Lead the production and review of weekly, monthly, quarterly, and annual complaints reporting. Identify notable trends, emerging issues, and key risk indicators across enterprise complaints data, and translate findings into clear, actionable insights for business and executive audiences.

• Committee, Executive & Board Reporting – Oversee preparation of complaints reporting and insights for senior management and governance forums, including executive-level updates, quarterly Complaints Management Committee materials, and complaints-related contributions to Board reporting. Ensure reporting is accurate, decision-useful, and supported by clear metric definitions and documented methodologies.

• Regulatory Reporting – Lead the delivery of regulatory complaints reporting obligations, including quarterly FCAC complaints reporting, and ensure compliance with evolving external requirements, schemas, guidance, and reporting expectations. Partner closely with Compliance to interpret changes and implement them effectively.

• Metric Governance & Controls – Maintain strong governance over enterprise complaints metrics, including operational definitions, transformation logic, calculation methodologies, reporting procedures, and supporting controls. Lead annual metric refresh activities and support proposals, approvals, and updates for enterprise metrics and key risk indicators.

• Data Infrastructure & Dashboards – Provide oversight of complaints dashboards, reporting data sets, and analytics tooling, including Databricks and related reporting environments. Support the enhancement of reporting assets and partner with Technology and data teams to resolve production issues, validate changes through testing, and improve reliability and scalability.

• Advanced Analytics & Ad Hoc Requests – Lead and support complex ad hoc data requests from Lines of Business and enterprise partners related to investigations, audits, systemic issue reviews, business cases, and other management needs. Apply tools and techniques such as SQL, Alteryx, Python, and advanced analytics methods, including NLP where appropriate, to derive meaningful insights from complaints data.

• Data Sourcing & Integration – Support the onboarding and integration of new complaints-related data sources and feeds to strengthen enterprise reporting and insight generation. Work with business and technology partners to improve data completeness, quality, and usability across platforms.

• Relationship Management – Build strong partnerships across Compliance, Business Controls, Technology, and business stakeholders to align reporting requirements, resolve issues, and identify opportunities to improve complaint data use and governance. Act as a trusted advisor and escalation point for complaints data and reporting matters.

• Oversight & Execution – Provide oversight of the complaints tracking ecosystem, including reporting processes connected to Salesforce and other platforms maintained by the Lines of Business. Ensure reporting obligations are executed effectively and that monitoring activities, procedures, and controls remain fit for purpose.

• Strategic Communication – Support the development of presentations, overview materials, and management-ready narratives that communicate the CMP mandate, key trends, reporting outcomes, and strategic priorities to a range of stakeholders.

Who you are

• You have a degree/diploma in engineering, mathematics, computer science, statistics, data analytics, or a related discipline leveraging advanced analytical and research methods.

• You can demonstrate experience in leading data, analytics, and reporting teams in a complex enterprise environment, with accountability for recurring executive, Board, and regulatory reporting. Expertise in Databricks, SQL, MS Suite, Power BI, with working knowledge of Alteryx and Python for data transformation, automation, and analysis. Proficiency in data governance best practices, including metric design, operational definitions, transformation logic, calculation methodologies, reporting controls, and procedure documentation.

• You are a caring and accountable leader. You are passionate about developing and growing team members’ abilities. You have experience providing coaching and hands-on support to meet team goals. You bring strong analytical, data, reporting, and problem-solving skills.

• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results. You have strong verbal, presentation, and written communication skills, including the ability to translate complex data into clear messages for executive and governance audiences.

• You’re a subject matter expert. You have experience and knowledge of how data can be leveraged to drive strategic objectives. You have knowledge of complaints management processes, procedures, and guidelines. Experience with regulatory, risk, control, or governance reporting is an asset.

• You can demonstrate experience in the delivery and execution of large and complex programs. You have experience operationalizing governance processes, procedures, and frameworks, including recurring reporting cycles, data controls, issue escalation, testing support, and implementation of new data sources or reporting requirements.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise, aligning stakeholders, and driving decisions through data-backed insight.

• Values matter to you. You bring your real self to work and live our values of trust, teamwork, and accountability.

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-81 Bay, 20th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Effectiveness, Business Processes, Communication, Critical Thinking, Customer Experience (CX), Leadership, Long Term Planning, Project Management, Strategic Objectives