Sr Manager, Business Incident 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

The Incident Management Senior Manager/Director is responsible for overseeing the organization’s incident management framework, ensuring rapid and effective response to operational disruptions, security breaches, and crises. This role leads the incident management team, collaborates with cross-functional stakeholders, and implements strategies to minimize risk and impact to business operations. Key focus areas include incident orchestration with all relevant stakeholders, regulatory reporting, and effective communication across all levels of the organization.

KEY ACCOUNTABILITIES:

• Strategic leadership with sound knowledge of business to proactively work with business and technology partners to implement a strategy and practices that meet defined local and enterprise policies and standards.
• Incident Response Leadership: Lead and coordinate response efforts for all major incidents, ensuring timely resolution and communication.

• Incident Orchestration: Oversee the orchestration of incident response activities, ensuring seamless coordination between teams, resources, and external partners.
• Incident Management Strategy: Develop, implement, and continuously improve incident management policies, procedures, and playbooks.
• Regulatory Reporting: Ensure all incidents are reported in accordance with applicable regulatory requirements, and maintain accurate documentation for audits and compliance reviews.
• Team Management: Build and mentor a high-performing incident management team, providing guidance, training, and performance oversight.
• Stakeholder Collaboration: Work closely with IT, Security, Operations, Legal, and Communications teams to ensure unified response and reporting.
• Effective Communication: Serve as the primary point of contact for incident updates, ensuring clear, timely, and transparent communication with executives, employees, regulators, and, when necessary, external stakeholders.
• Root Cause Analysis: Oversee post-incident reviews, identify root causes, and drive corrective actions to prevent recurrence.
• Reporting & Metrics: Establish incident tracking, reporting, and metrics to monitor trends and inform executive leadership.
• Regulatory Compliance: Ensure all incident management activities comply with relevant regulations and internal standards.
• Continuous Improvement: Champion a culture of continuous improvement and readiness through regular simulations, training, and process reviews.

KNOWLEDGE AND SKILLS

• Preferred Formal Education:  Bachelor's Degree in Information Technology, Business Administration, or related field (Master’s preferred)
• Minimum years of experience:  12+ years in incident management, crisis response, or related leadership roles
• Comprehensive knowledge in the Incident Management and/or Crisis Management, including principles, practices, processes, procedures, products and services
• Proven track record managing large-scale incidents in complex environments
• Well-developed project planning, management and scheduling skills sufficient to prioritize projects and meet aggressive deadlines
• Exceptional leadership, communication, and problem-solving skills.
• Experience with regulatory requirements (e.g., PCI-DSS, GDPR, SOX).
• Hands-on team-oriented approach to solving problems, planning, managing change and people related to all aspects of the incident and changes to support business recovery
• High-level tactical incident management skills and experience in the utilization of incident management technology tools and preauthorized communication protocols
• Availability to work non-business hours during Bank testing and training exercises and to run/attend incident calls, as required by incident
• Ability to travel to other Bank locations on an as needed basis
• User and/or system analyst experience with SunGard LDRPS, Fusion RM, Send Word Now, Everbridge, Service Now, Archer/MetricStream or other Business Continuity planning and automated alert applications
• Ability to work independently, and as a team member, while using discretion in decision making and sound judgement in problem solving
• Ability to set goals and prioritize objectives pertaining to tasks, projects and deadlines
• Analytical, problem solving and trouble shooting skills
• Excellent interpersonal skills to work effectively with management, staff, and vendors
• Excellent verbal and written skills to effectively communicate with all levels of staff and management
• Ability to present a professional image when dealing with staff, vendors, external organizations, and management
• Excellent Microsoft Office skills. Advanced level Excel and Database experience.

COMPLIANCE REQUIREMENTS/RESPONSIBILITIES

• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.  
• For People Managers: 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.

CONDUCT & CULTURE RISK

Our CIBC risk culture is based on employees striving to exceed the expectations of ourselves and our leadership’s identification and mitigation of risks in their daily responsibilities, not just in quarterly or annual monitoring/assessments.  We all are accountable for managing risk.

As an employee of CIBC the incumbent must conduct themselves (and foster an environment for others) in a manner consistent with our strong risk culture. This includes:

• Following all aspects of the CIBC Code of Conduct, as well as all applicable CIBC policies, frameworks, guidelines, processes and controls
• At all times acting in accordance with our Purpose and shared values, to achieve our Bank’s strategic goals
• Understanding and following the qualitative and quantitative components of our Risk Appetite Statements
• Completing all annual Corporate Mandatory Training and Testing modules, as well as any additional business-specific modules, as required and employing the learnings in daily activities and undertakings
• Escalating matters through one of the appropriate channels identified in the CIBC Code of Conduct (i.e., HR, management, Ethics Hotline, Whistleblower, etc.) upon observing activities that may be inconsistent with CIBC’s policies, frameworks, guidelines, processes and controls
• Speaking up if witnessing behaviors that drive poor or unfair outcomes for clients, team members or other stakeholders
• Escalating matters that can result in adverse market practices and outcomes, thereby negatively impacting CIBC’s reputation as a leading financial institution

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 [email protected]

• 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.

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