Head of US Commercial Client Onboarding and Client Service
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. The Treasury Management and Commercial Banking Service team plays an important role in delivering a consistent, high-quality client experience from initial onboarding through ongoing service. As a senior leader in Client Onboarding & Service Delivery, you'll define and drive the vision, strategy, and operating model for onboarding and client service across a complex, multi-location organization. You'll lead day-to-day performance across service delivery, client experience, operational excellence, and risk management, while building strong partnerships across Sales, Product, Technology, Risk, Operations, and Transformation teams. In this role, you'll shape service standards, improve end-to-end processes, and help ensure the organization is ready to support growth, new capabilities, and evolving client needs. You'll also serve as a key executive escalation point for complex client and operational matters, using data, insight, and collaboration to drive sustainable improvements. Through your leadership, you'll help create a scalable, client-focused service model that strengthens relationships and delivers meaningful business outcomes. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.
Requirements
- Experience in leading large-scale client onboarding, service delivery, operational excellence, and transformation initiatives within treasury management, commercial banking, financial services, or a related environment.
- Experience developing and implementing strategic team goals.
- Experience coaching employees and inspiring successful team performance.
- Ability to give meaning to data, investigate complex problems, and make sense of information.
- Ability to communicate detailed information in a meaningful way.
- Bring your real self to work, and live our values - trust, teamwork, and accountability.
Nice To Haves
- Experience with service model design, process optimization, governance, and performance management across geographically distributed teams.
Responsibilities
- Lead the vision and strategy for onboarding and client service across Treasury Management and Commercial Banking. Translate strategic priorities into an effective service model, clear operating standards, and a target client experience that supports business growth and scalability.
- Direct onboarding and servicing operations across multiple locations, ensuring strong execution against service commitments, quality expectations, operational targets, and risk requirements. Establish governance routines, scorecards, and performance disciplines to monitor outcomes and drive accountability.
- Act as the senior accountable leader for complex onboarding and service scenarios, resolving escalations and strengthening client outcomes. Represent the voice of the client in decision-making and identify opportunities to improve satisfaction, service consistency, and relationship value.
- Lead the adoption and scaling of transformation initiatives across the service organization. Partner with transformation, technology, and business effectiveness teams to simplify processes, reduce manual work, improve straight-through processing, and prepare teams for future-state capabilities.
- Build strong relationships with Treasury Management Sales, Commercial Banking Relationship Managers, Product, Technology, Risk, Operations, and other partners to remove barriers, align priorities, and improve sales-to-service integration. Influence enterprise decisions so onboarding and service needs are reflected in planning and execution.
- Build and lead a high-performing leadership team with a strong focus on accountability, talent development, succession planning, and employee engagement. Foster a culture of client centricity, continuous improvement, and shared success across the organization.
Benefits
- Competitive total rewards package
- Expected salary range of $225,000.00- $300,000.00
- Potential eligibility for the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component.
- Medical
- Dental
- Vision
- Health Savings Account
- Life Insurance
- Disability
- Other Insurance Plans
- Paid Time Off (including Sick Leave, Parental Leave and Vacation)
- Holidays
- 401(k)
- Other special perks reserved for our team members
- Competitive salary
- Incentive pay
- Banking benefits
- A benefits program
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
