Director, Client Onboarding & Service

CIBC•Vancouver, BC

2d•Hybrid

About The Position

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 The Director, Client Onboarding & Service will report to the National Associate Vice President of the Client Onboarding & Service team and is 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. The Director is responsible for ensuring clients experience professional onboarding and servicing, while maintaining effective relationship management and maximizing cash management revenue in Canada. The Director is responsible 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. At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2 days per week on-site, while other days will be remote.

Requirements

Minimum of 5 years’ professional experience in a relationship management and leadership position and/or process background.
Previous experience dealing with commercial or large corporate clients that involve high levels of Cash Management/Treasury.
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.
Well-developed client and relationship management skills. Engage with purpose to find the right solutions.
Proficient with Microsoft Office suite. Strong command of software such as Excel, PowerPoint.
Minimum of Bachelors or equivalent degree in Business, Finance, Accounting, or related field.
Active Listening
Business Insights
Client Service
Customer Experience (CX)
Interpersonal Communication
Leadership
Operational Efficiency
People Management
Work Collaboratively

Nice To Haves

MBA, and other financial designations are assets.

Responsibilities

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.
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.
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
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.
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.

Benefits

competitive salary
incentive pay
banking benefits
a benefits program
defined benefit pension plan
an employee share purchase plan
a vacation offering
wellbeing support
MomentMakers, our social, points-based recognition program.
Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.