Client Services Manager - Commercial Banking

CIBC•Chicago, IL

1d•$105,000 - $125,000

About The Position

The Client Services Manager provides leadership and day-to-day management to a small team of Commercial Client Banking Specialists, supporting improvements to the overall client experience. The role sets direction for employees, promotes consistent execution and accountability, and fosters a positive work environment while championing CIBC’s mission, vision, and values. The manager works with the business to ensure client needs are met and exercises independent judgment within defined policies and procedures. The position contributes to developing and implementing quality service-delivery improvements, identifies opportunities to enhance employee productivity and operational processes, and oversees workload allocation, coverage scheduling, performance goals, reviews, coaching, and resolution of complex client issues. It also supports fraud-risk mitigation by designing and maintaining controls in collaboration with central fraud and Governance & Controls teams, and by supporting risk reviews and fraud reporting processes. The role is based in the Chicago, Illinois area, with work-arrangement details to be discussed during the interview. The position is regular, with 40 weekly hours. The expected salary range is $105,000–$125,000, depending on experience, qualifications, and location. The successful candidate may also be eligible for incentive compensation, potentially including a discretionary bonus.

Requirements

5–10 years of demonstrated experience as an Operations or Customer Service Manager in the banking industry.
BA or BS degree; preferably in business, finance, accounting, economics, or a related field.
Advanced knowledge of Microsoft applications, including Microsoft Office, PowerPoint, and Excel.
Experience providing coaching and hands-on support to meet team goals.
Legally eligible to work at the specified location and, where applicable, hold a valid work or study permit.

Nice To Haves

Applicants based in Chicago, Illinois, or the surrounding Chicagoland area are being considered.
A degree in business, finance, accounting, economics, or a related field is preferred.

Responsibilities

Provide day-to-day leadership and management to a team of Commercial Client Banking Specialists.
Oversee daily team activities and allocate workloads to ensure tasks are completed on time.
Schedule coverage during planned and unplanned employee absences.
Set performance goals and objectives and complete performance reviews.
Coach and support team members, promote accountability, and resolve complex client issues.
Identify process-enhancement opportunities and develop and implement departmental policies, procedures, and standards to improve service delivery.
Design and maintain fraud-mitigating controls in collaboration with the central fraud team.
Support Governance & Controls teams in using risk-assessment results to implement key fraud-risk controls.
Provide input to Independent Risk Management for fraud-risk reviews when needed.
Work with Governance & Controls teams to capture, escalate, review, and report fraud instances as defined by the Fraud Management Operating Model.
Champion CIBC’s mission, vision, and values and work with the business to ensure client needs are met.