What Youll Be Doing (position summary):

The Manager, Reconciliation Operations is responsible for leading the day-to-day reconciliation and exception management activities within CIBC Indias Retail Cards Service team. This role ensures the accurate and timely reconciliation of complex suspense accounts, investigation of operational exceptions, and resolution of processing issues across multiple payment methods supporting retail, commercial, and capital markets clients. The incumbent plays a critical role in maintaining a strong control environment, delivering operational excellence, supporting risk management objectives, and developing a high-performing team.

At CIBC India we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (including on-site and remote work) will be discussed at the time of your interview.

How Youll Succeed (responsibilities):

CROSS-FUNCTIONAL RELATIONSHIPS:

- Lead and oversee daily reconciliation, balancing, investigation, and reporting activities across multiple suspense accounts
- Ensure completion of daily and periodic operational deliverables within established service level agreements, quality standards, and control requirements
- Monitor operational volumes, workflow queues, and departmental mailboxes to identify issues, prioritize work, and ensure timely resolution
- Manage complex exceptions, reconciliation breaks, and escalations, ensuring issues are thoroughly investigated and root causes are identified and addressed
- Oversee the execution of manual and system-based reconciliation processes while maintaining a strong operational control environment
- Provide day-to-day leadership, coaching, guidance, and performance management support to reconciliation officers and team members
- Allocate and rebalance work across the team based on priorities, service demands, team capacity, and business requirements
- Build and maintain strong working relationships with internal and external partners to support issue resolution, escalation management, and service excellence
- Ensure adherence to established procedures, internal controls, compliance requirements,



and risk management practices
- Identify and drive opportunities to improve operational efficiency, process quality, controls, and client experience
- Foster a culture of accountability, continuous improvement, and high performance across the team
- Key relationships with internal CIBC teams and stakeholders, including Retail Card Services, payment operations, technology support, finance, risk, compliance, and audit teams, to support issue resolution, ensure adherence to controls, drive operational efficiency, and escalate matters as required. The role also interacts with peer groups and leaders up to Senior Management/Director level to share information, recommend solutions, and support service delivery objectives.

COMPLIANCE REQUIREMENTS/RESPONSIBILITIES

- 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

AUTHORITIES/DECISION RIGHTS

JOB DIMENSIONS

Experience: 7+ years of experience

- As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions and take disciplinary measures up to and including termination
- Lead daily reconciliation and exception management activities across multiple suspense accounts and payment processing streams in a high-volume, time-sensitive environment
- Manage team capacity, workload allocation, and execution of daily and periodic deliverables to ensure achievement of service level agreements, quality standards, and control requirements
- Oversee the investigation and resolution of complex reconciliation breaks,



operational exceptions, and escalations, with a focus on accuracy, timeliness, and risk mitigation
- Drive operational effectiveness by monitoring trends, identifying process improvement opportunities, and reinforcing adherence to internal controls, procedures, and risk management standards

Who You Are (skills/qualifications):

- Bachelors degree in business, Finance, Operations Management, or a related field
- 7+ years of relevant experience in reconciliations, payment operations, banking operations, or financial services operations, including leadership experience in a supervisory or managerial capacity
- Experience managing operational risk, escalations, and exception-based processes in a controlled environment preferred
- Relevant banking or operations certifications would be an asset
- Robust knowledge of suspense account reconciliation, balancing, exception management, investigations, and escalation handling
- Strong understanding of payment operations and operational processes
- Advanced proficiency in Microsoft Excel required
- Familiarity with COINS, TSYS, and Post Edge is an asset
- Strong analytical and problem-solving skills with the ability to identify trends, assess root causes, and implement corrective actions
- Strong attention to detail and ability to manage high-volume, time-sensitive operational activities with accuracy
- Effective leadership, coaching, and people development skills
- Strong communication and interpersonal skills, with the ability to collaborate effectively across teams and stakeholders
- Ability to prioritize competing demands, allocate work effectively, and deliver results within tight timelines
- Sound understanding of operational controls, risk management principles, and process improvement practices.

Privacy:

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📌 Manager, Reconciliation Operations - Retail Card Services (India)
🏢 CIBC India
📍 India