CIBC Caribbean to reorganise call centres into digital branch Loop Jamaica

The content originally appeared on: Jamaica News Loop News

CIBC Caribbean is relocating its Montego Bay contact centre to Kingston and is closing the one in the Bahamas, consolidating operations into a digital branch, supported by its existing call centres.

The current call centre in Barbados remains.

“In line with our goal of providing our clients with a true omni-channel banking experience, in addition to continuing to provide first-class service in our branches, we are converting our call centres into true contact centres. In essence, we are reimagining our call centres into a digital branch,” said the bank’s CEO, Mark St Hill.

St Hill said this move helps more of the bank’s clients who choose to go digital to use the self-serve channels to do their everyday banking, by placing CIBC personnel at their disposal should they need help navigating these channels.

“It also allows our team members to further develop their skills to become more involved in sales and act as financial coaches to our clients.”

Chief Information Officer, Esan Peters explained that the exercise is about reallocating the banks resources with the best possible outcome for all stakeholders.

“Our intention is to retain any full-time members of staff who wish to remain in the company. Any employees who are close to retirement or who wish to transition out of the company will also be facilitated. There are also options for redeployment within other areas of the bank available to any employee affected by the changes.”

Meanwhile, CIBC Caribbean’s Chief Human Resources Officer, Janine Billy, noted that the development is a carefully coordinated exercise, to ensure that there is the best possible outcome for all employees.

“We’ve had extensive consultations with our employees, our union partners, and where necessary, as in the case of The Bahamas, the Labour Department, to find the best solutions that leave each employee feeling well cared for and accommodated.”

She added: “In Jamaica, for example, we will consider employees who wish to exercise their option to move to Kingston and we are facilitating introductions to other call centres in the Montego Bay area for those who don’t. The same is true in The Bahamas where, assisted by the Labour Department, we are also facilitating introductions to other companies for affected employees.”

She noted: “For others, we are offering secondment opportunities in other areas of the business, so that they can fully leverage their strengths and additional experience, secure the necessary training, and eventually move into other areas of the business in which they are interested.  We are creating what we call a culture of care in our bank, and these changes are within that context. Our aim is to set up our employees for success, so that they can continue to grow and develop in our company.”

The changes become effective in June.