We’re building a relationship-oriented bank for the up-to-date world. As a Process Engineering Analyst, Continuous Improvement and Data InsightsCo-op for the Complaints Management Program (CMP), you will support the CMP’s mandate by helping to optimize the operational processes and capabilities associated with CIBC’s complaint handling framework. The CMP is a centre of excellence established to ensure compliance with complaint handling requirements mandated by the Financial Consumer Agency of Canada (FCAC), while targeting a high performing operating model that differentiates CIBC from its industry peers in the handling of complaints, delivering on our Purpose for our clients.

You will play a key role supporting both the Continuous Improvement and Data & Insights teams for the complaints journey, which leverage methodologies and principles from lean, six sigma, and service design. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview. We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office).

You are in your third or fourth year of undergraduate studies in a STEM program at a Canadian University and are eligible to complete a 12 to 16 month co‑op term. You must be currently enrolled in post-secondary education and returning to full-time studies to be eligible. These should all be uploaded into the Resume section of the application as one pdf document Process Management – support and assess current state performance and capability across the end to end complaints handling journey, including mapping the end to end business process and client journey,



as well as supporting appropriate reporting on key process-focused objectives to fulfil on regulatory and/or compliance requirements.

Continuous

Improvement - Contribute to building an effective Continuous Improvement practice and culture that draws on best practices from multi-disciplinary methods such as lean, six sigma and service design in order to successfully deliver both tactical improvements and strategic transformations across the complaints journey. Data & Insights – Support our data analysis and insights practice by helping to pull and analyze monthly and quarterly trends across key complaints KPIs.

Relationship

Management - Build strong relationships with key business partners across the enterprise, including the frontline and operational teams delivering our client complaints journey, as well internal partners supporting its delivery and overseeing its controls and regulatory compliance. It ’ s an asset if you are currently pursuing a certification in process improvement methodologies such as Lean Six Sigma or Business Process Management. ~ It ’ s an asset if you have proficiency in Excel or SQL, Tableau and/or Power BI. ~ 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. 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.

Temporary (Fixed Term) Excel Databases, Process Optimization, SQL Databases #

📌 Process Engineering Analyst, Continuous Improvement & Data Insights Co-op (12 to 16 month Term) (Toronto)
🏢 CIBC
📍 Toronto