Service Delivery - Service Level Support Analyst

at  CIBC

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 Contact Centre Service Delivery team you’ll work in a fast paced Technology support team. As an Service Level Support Analyst, you will be working on overseeing a number of 3rd party technology contracts and ensure the terms and conditions are being delivered. Monthly and quarterly validation of the Service Level performance targets. Tracking and calculation of Service Level penalties. Validation of the billing elements and charges on a monthly basis. Working with internal partners the validation of invoices and charges related to contracts. Reviewing business capacity forecasts and impacts to contracts and services. Meet with 3rd party vendors to review contract deliverables, disputes and validation of services. Be involved in the creation, review and inputs to new technology contracts. Creation of monthly and quarterly reports that are presented to senior management.
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on a modified onsite work schedule and working remote.

How you’ll succeed

• Relationship Building: Understanding customer needs in order to provide service excellence and build strong long lasting relationships with stakeholders alike.
• Contract and Vendor management: Managing the terms and conditions of contracts, analyzing issues, redundancies and objective review in support of the business.
• Planning and executing Deliverables: Capacity planning related to contract deliverables and billing elements. billing reconciliations and validations of charges.
• Managing Data: Utilizing Excel to visualize data and manage billing and contract information along with vendor data.

Who you are

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best.
• You love to learn. You’re passionate about growing your knowledge. You have a strong sense of curiosity.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You know that details matter. You notice things that others don’t. Your critical thinking skills help to inform your decision making.
• You act like an owner. You thrive when you’re empowered to take initiative, go above and beyond, and deliver results.
• Values matter to you. You bring your real self to work and you live our values - 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 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

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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
2024-10-31
Job Location
Toronto-81 Bay, 19th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, Billing, Client Service, Contract Management, Contracts, Cost Drivers, Cost Transparency, Reviewing Contracts, Service Delivery, Service Level Management, Service Levels, Service Standards, SLAs, Strategic Objectives, Technical Leadership, Technology Implementations, Technology Operations, Work Collaborativel

Please refer the Job description for details