Manager & Team Lead, Client Onboarding & Service

CIBC • Toronto, ON

5d • Hybrid

About The Position

As the Manager and Team Lead, Client Onboarding & Service you will be accountable for providing leadership and guidance to analysts to enable delivery of seamless value-added solutions, ongoing client support and onboarding. You will lead a regional pool of analysts, who will act as extensions of the relationship team to provide solutions and ongoing support on client inquiries, as well as ensuring clients experience a professional onboarding, while maintaining effective relationship management and maximizing cash management revenue in Canada. You will interact with clients as needed to provide client service, provide advice where needed, assist with escalations and provide seamless onboarding. You will set an example of the direct report and the broader group showing great relationship and client values. 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

• Developed knowledge of Cash Management products and services, including the processes and procedures necessary to implement products and services.
• Strong relationship management and presentation skills when presenting material to senior executives, employees and partners/client groups.
• Strong communication skills.
• Well-developed written and verbal communication skills sufficient to provide clear information to colleagues and clients while conveying messages of varying complexities in a professional manner.
• Developed interpersonal relations to establish and maintain relationships with clients, business partners and colleagues.
• Excellent interpersonal and communication skills sufficient to deal with sensitive or moderately conflict filled situations.
• Strong leadership skills, with proven ability to effectively manage people.
• Well-developed impact and influence and relationship management skills in order to obtain buy-in or when promoting new/modified solutions.
• Ability to manage multiple activities with varying levels of complexity under tight time constraints without errors.
• Well-developed judgment, decision making and problem solving skills with ability to interpret/adapt procedures and/or approaches to issues or concerns.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

Responsibilities

• Manage a dedicated regional pool of analysts with a diversified portfolio of assigned clients from mixed segments (IB / MM / ABL / Leverage Finance / REFD / Innovation Banking) on general support inquiries and requests.
• Become a primary point of contact for escalations for clients and market team leaders.
• 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.
• 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 analysts, 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
• Oversee all aspects of client onboarding and build and leverage relationships with clients as well as internal and external partners.
• Provide regular communication to the National Senior Director on key issues affecting efficient and effective client onboarding, 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.

Benefits

• incentive pay
• banking benefits
• a benefits program
• defined benefit pension plan
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed