Director, Client Experience

CIBC•Toronto, ON

23h•CA$92,490 - CA$127,200•Hybrid

About The Position

The Director, Client Experience, works in close collaboration with the Managing Director and Head of Institutional Asset Management to support the Client Relations, Consultant Relations & Business Development, and Client Portfolio Management teams. As Director, you will lead a dedicated team that provides comprehensive support—both directly and indirectly—in the creation and delivery of solutions for our internal and external clients, prospects, and consultants. You will also be responsible for driving numerous strategic business initiatives, including the acquisition of new business, retention of existing clients, and the enhancement of workflow and processes within the Institutional Asset Management team. Success in this role requires the ability to manage competing priorities while ensuring exceptional quality across all initiatives. A Client First mindset, strong work ethic, and proactive approach to process efficiencies are essential. Leading by example, you will be instrumental in developing and implementing strategies that support our continued growth and commitment to excellence. 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 $92,490 to $127,200. 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. 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.

Requirements

Degree/diploma in Business, Finance or Economics.
Experience in MS-Office.
Excellent knowledge of computer applications that will allow optimized processes.
Well-developed interpersonal skills to align a wide range of groups to a common goal despite competing priorities and resources.
Caring and accountable leader.
Experience developing and implementing strategic team goals.
Experience coaching employees and inspiring successful team performance.
Ability to influence others where no direct reporting relationships.
Enjoy investigating complex problems and making sense of information.
Communicate detailed information in a meaningful way.
Values matter to you.
Bring your real self to work, and you live our values - trust, teamwork, and accountability.
Be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit.

Nice To Haves

CFA charter holder.
OSC registration or ability to be registered is preferred.
10 or more years of experience in finance working for an asset management firm.
Broad and deep knowledge of investment management practices, processes, operational activities, and systems across asset classes.
Fluent in French.

Responsibilities

Develop and maintain an effective working relationship with all key areas of the business including Client Portfolio Management, Client Servicing, Consultant Relations, Business Development and Portfolio Management & Research teams.
Ensures collaboration with the various audit teams on their requests and finds appropriate action plans to mitigate identified deficiencies.
Identify process improvements and develop implementation plans to ensure efficient operation of the business.
Direct and oversee the creation and evolution of proper procedures so that processes are efficient and streamlined within the teams, proper controls are in place and that the level of errors is kept to a minimum.
Production and delivery of monthly and quarterly updates and other ad hoc requests.
Oversight of Database management.
Manage entire deliverables process for RFPs, RFIs, DDQs and client requests.
Work with/support Client Servicing team to provide strategic, project-based work to deliver on client inquiries and objectives and to enhance our advisory capabilities.
Execute customized requests for competitor and client related Market Intelligence, in aid of specific business development opportunities.
Organize workflow using independent judgment to assess and establish priority items including Support for updating quarterly and ad hoc pitch book presentations; Creation of pitch books for all asset classes and Client onboarding.
Contribute to the delivery of strategic support to the Client Portfolio Management and Consultant Relations/Business Development teams.
Support the business unit’s marketing plan and production of marketing collateral.
Comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.
As a manager of people, when applicable, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.