Director, Client Onboarding and Service

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

What You’ll Be Doing

As the Director, Client Onboarding & Service, you will report to the National Associate Vice President of the Client Onboarding & Service team and will be accountable to direct, lead and manage a team of onboarding and service professionals responsible for onboarding and servicing CIBC Commercial Banking and Capital Markets clients. In this role, you will be responsible for ensuring clients experience professional onboarding and servicing, while maintaining effective relationship management and maximizing cash management revenue in Canada. As the Director, you are accountable for providing a seamless, professional and integrated end-to-end experience for CIBC clients with a strong focus on helping Global Transaction Banking achieve its strategic goal of being #1 in client relationships.

The location for this role is flexible and can be located out of Toronto, Vancouver, Calgary or Edmonton.

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.

How You’ll Succeed

• Leadership – Manage a professional Onboarding & Service team, who work directly with clients, front office personnel and other CIBC stakeholders to ensure an efficient business process is consistently executed and a positive client experience is consistently achieved.  Become a primary point of contact for escalations for clients and the team.  Create an environment aimed at promoting accuracy and completeness to enable straight through processing for partner SBUs. Establish a culture that fosters identification of opportunities for cross-sell and further client penetration. Build team and individual capability to ensure employees are capable of performing at/or developing to job requirement standards. Manage performance by providing fair and accurate feedback, emphasizing employee strengths, and clarifying performance expectations. Create a positive work environment where employee contribution is recognized and employee related issues are addressed in a consistent manner.

• Consultation – Provide consultation to the Cash Management Sales Team by reviewing and providing input on cash management proposals; and participating in sales presentations (when required for  assigned deals) to provide implementation insights and support. Oversee the management of large scale domestic and when applicable regional and global cash management solutions by  providing direction, guidance and input to team members  to ensure suitability of cash management solutions offered in cash management proposals, recommend additional services/products, and review implementation project plans, to ensure cash management solutions are delivered in a coordinated and professional manner.  May require active involvement when clients onboardings or queries are more complex or when difficulties/issues are encountered by team members in fulfilling solutions.

• Client Onboarding and Service – Oversee all aspects of client Onboarding and Service and build and leverage relationships with clients as well as internal and external partners. Provide regular communication to the National Associate Vice President  on key issues affecting efficient and effective client Onboarding and Service, potential areas of operational risk, inadequate controls, processes that result in sub-optimal client experience as well as corresponding recommendations and proposals to improve same. Utilize project management methodology by identifying all roles and responsibilities as well as governing accountabilities while managing critical paths to coordinate/manage the onboarding project from end-to-end.

• Interact with clients as needed to answer questions, assist with escalations and help address needs or concerns. Ensure client expectations and promoter score targets are consistently met and exceeded. Provide guidance and support to team members , identifying key training enhancement areas. Working directly with clients to address escalated issues ensuring prompt resolution as well as investigation of root cause, using results to inform development of strategic initiatives

• Cross-Functional Collaboration  – Partner, build and leverage relationships with stakeholders across Transaction Banking, Commercial Banking, Capital Markets, Operations and other internal and external partners to ensure seamless client onboarding and service delivery. Earn their trust and achieve the support required to improve processes and procedures to help to improve client Onboarding and Service delivery. Oversee all aspects of client Onboarding and Service. 

• Process Transformation & Operation Excellence - Collaborate with regional and national teams to ensure policies and procedures are consistently understood, communicated, and followed across all locations. Identify and implement opportunities for process improvement and automation, collaborating with cross-functional teams to optimize workflows, minimize operational risk and enhance client outcome. Monitor and report on key operational metrics, providing actionable insights and recommendations to senior leadership to support continuous improvement.

Who You Are

• You are a bold and authentic leader. You're passionate about developing and coaching to bring out the best in people.

• You have a minimum of 5 years professional experience in a relationship management and leadership position and/or process background. You can demonstrate previous experience dealing with commercial or large corporate clients that involve high levels of Cash Management/Treasury.

• You know success is in the details. You have a strong understanding of procedures and risk management concepts to understand, articulate, and comply with bank standards as it relates to client requests and cash management services and products.

• You're driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.

• You put our clients first. You have well-developed client and relationship management skills. You engage with purpose to find the right solutions.

• You’re proficient with Microsoft Office suite. You have a strong command of software such as Excel, PowerPoint.

• You have a Bachelor’s degree or equivalent degree in Business, Finance, Accounting, or related field. MBA, and other financial designations are assets.

• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

#LI-TA

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 aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, 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.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and 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 Mailbox.careers-carrieres@cibc.com

• 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.

Job Location

Toronto-81 Bay, 10th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Active Listening, Business Insights, Client Service, Customer Experience (CX), Interpersonal Communication, Leadership, Operational Efficiency, People Management, Work Collaboratively