Manager, My Client Support

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 Manager, MyClient Support, is accountable for providing leadership and management of staff members within a medium/moderately complex operational/support unit, in order to achieve high performance levels and outstanding client service.  The team is responsible for supporting the client onboarding application, MyClient, that is used by Wood Gundy Investment Advisors and their teams. In addition, support is provided to various departments within Operations who use the system for related tasks and/or information.  The role of the team is to provide assistance, guidance and knowledge to resolve difficult and complex problems.  They will work in conjunction with MyClient Support team under the management of the Senior Manager – MyClient Support.

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.

The expected annualized base salary range for this role is $75,870 to $104,320.

The base salary is determined by a variety of factors, including the candidate’s skills, experience, and job-related knowledge, as well as geographic location and specific business needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the salary range as team members advance in their roles.

In addition to base pay, compensation for this role includes participation in an annual discretionary incentive or bonus program.

We are committed to providing fair, equitable, and competitive compensation opportunities for all employees and we encourage open conversations about compensation throughout the recruitment process.

How you’ll succeed

• Operational Efficiency- Manage front line support needs and activities for WG users of the MyClient application, including team resource allocation, workflow and process operations to ensure operational efficiency and timely response or resolution of user inquiries.  Participate in annual planning, analyzing trends, identify opportunities in an effort to build high performing team.  Identify opportunities for improving processes and improving user feedback of support provided.  Management of the group mailbox.
• Employee Performance & Development- Setting appropriate context when assigning work to ensure that performance expectations align with business unit’s priorities and CIBC’s overall goals. Managing performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance. Manage and administer Performance Management & Measurement Process e.g. communicate productivity targets/results, conduct interim and annual reviews.  Building team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training. Ensure Individual Development Plans are in place for all directs, developmental opportunities are identified and supported.  Monitor, evaluate and manage day-to-day employee performance to identify gaps and develop action plans to achieve optimum performance results (e.g. Performance Improvement Plan, Terminations).  Creating a positive work environment and being an effective role model by championing CIBC’s Vision, Mission and Values. Maintain focus on employee satisfaction levels and take corrective action to ensure all human resources decisions are adhered to all and all issues are addressed.  Hiring the right people in the right jobs to align individual capabilities with job requirements and business unit goals. Manage all staffing activities ensuring effective deployment of human resources: make decisions and/or recommendations for hiring, terminations and transfers to ensure staffing orientation and promotion are conducted effectively.  Promote CIBC’s Moment Makers Program communicating program structure and criteria and recognizing high performing employees.
• Client Experience- Establish effective partnerships and business relationships to facilitate communication between operating units and resolve difficult or complex departmental procedures or problems to ensure successful completion of goals.  Maintain a communication and escalation process to respond to issues reported by users, vendors, internal partners (National Services, Estates, Portfolio Partner Operations, etc.).  Review, provide feedback and approval, on all communications to users regarding the application.
• Risk Management- Manage escalations directly from branch users, direct reports, and senior management in an effective and timely manner.   Manage branch issues and escalations, communicate resolution and identify opportunities for prevention in future.  Manage issues and escalations, communicate resolution and identify opportunities for prevention in future as identified by business partners in Operations.  Respond directly to Investment Advisors, Branch Managers, Regional Directors as required and keep Senior Manager informed of all escalations and responses directly to branch users.

Who You Are

• You have a Post-secondary degree/diploma in business or finance (or equivalent).
• You have 5 – 7 years of work experience in a related field within Financial Services industry.  You have advanced computer skills with an excellent working knowledge of Wood Gundy and CIRO policy and procedures.  Knowledge of internal CIBC systems and relevant technology specific to Wood Gundy (e.g. Broadridge, MyClient), is an asset.
• You are a strong communicator.  You have strong interpersonal, negotiation and mediation skills to interact with business partners, Wood Gundy Investment Advisors, Assistants, Branch Administrators and Branch Managers. 
• 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 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 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.

Expected End Date

2027-01-31

Job Location

ON-81 Bay Street-Virtual

Employment Type

Temporary (Fixed Term)

Weekly Hours

37.5

Skills

Analytical Thinking, Business Operations, Client Service, Long Term Planning, People Management, Personal Initiative, Product Technical Support, Stakeholder Relationship Management, Teamwork, Work Collaboratively