Process Engineering Analyst, Continuous Improvement & Data Insights Co-op; Term

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  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

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As a Process Engineering Analyst, Continuous Improvement and Data Insights Co-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.

At CIBC we enable the work environment most optimal for you to thrive in your role. 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). 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.
• 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. However, you do not need to be in a registered Co‑op program to be considered for a role.
• Please include your resume (no more than 2 pages), a cover letter (no more than 1 page),and your most recent unofficial transcript with your application. These should all be uploaded into the Resume section of the application as one pdf document
• This is a 12 or 16 month co‑op opportunity.

• 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.

• You’re driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of a team that enjoys working together to create a shared…