Client Services Manager - Commercial Banking
About The Position
The Client Services Manager provides leadership and management to a small team of Commercial Client Banking Specialists to improve the overall client experience. The role sets direction for employees, promotes consistency and accountability, creates a positive work environment, and champions CIBC’s mission, vision, and values while working with the business to meet client needs. The manager exercises independent judgment within defined policies and procedures and contributes to improved service delivery and operational processes. The position oversees daily team activities, workload allocation, coverage scheduling, performance goals and reviews, and resolution of complex client issues. It also identifies and implements service and process enhancements and develops departmental policies, procedures, and standards. In partnership with fraud, Governance & Controls, and Independent Risk Management teams, the role designs and maintains fraud-mitigating controls and supports risk assessment, escalation, review, and reporting activities. The role is based at 120 S LaSalle St in Chicago, Illinois. CIBC is considering local candidates in Chicago and surrounding Chicagoland areas; work arrangement details will be discussed during the interview. The position is regular, 40 hours per week.
Requirements
- 5–10 years of demonstrated experience as an Operations or Customer Service Manager in the banking industry.
- Bachelor of Arts or Bachelor of Science 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.
Responsibilities
- Manage the day-to-day activities of a team of Commercial Client Banking Specialists.
- Allocate workloads to ensure tasks are completed in a timely manner.
- Schedule team coverage during planned and unplanned employee absences.
- Set performance goals and objectives and complete performance reviews.
- Resolve and problem-solve 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 (1Bs) in using risk assessment results to implement key controls for managing fraud risk.
- Provide input to Independent Risk Management for fraud risk reviews when needed.
- Work with Governance & Controls teams (1Bs) to capture, escalate, review, and report fraud instances under the Fraud Management Operating Model.
- Coach and provide hands-on support to team members to help meet team goals.
- Promote employee productivity, accountability, and a positive work environment.
Benefits
- Medical, dental, and vision coverage.
- Health Savings Account.
- Life insurance, disability, and other insurance plans.
- Paid time off, including sick leave, parental leave, and vacation.
- Paid holidays.
- 401(k).
- Incentive compensation plan eligibility, which may include a discretionary bonus.
- Banking benefits.
- Wellbeing support.
- Purpose Day, a paid day off for growth and development.
- MomentMakers social, points-based recognition program.
- Special perks for team members.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
