Senior Director, Client Effectiveness

Canadian Imperial Bank of Commerce • Chicago, IL

5d

About The Position

CIBC’s Private Wealth team is focused on delivering a consistent, high-quality client experience throughout the client lifecycle. The Senior Director, Client Effectiveness leads the strategy, standards, and execution that enable service teams to provide responsive, personalized, and compliant support to Private Wealth clients. The role leads and develops a team of experienced professionals, oversees the client service training strategy, and establishes firm-wide service standards, service level agreements, and escalation protocols.

Working with partners across Wealth Management, Operations, Compliance, Technology, Marketing, and Client Experience, the Senior Director improves workflows, strengthens service governance, and enhances the overall client experience. The position monitors service performance, leads high-priority escalations, and drives continuous improvement to reduce friction, improve turnaround times, and scale service excellence.

Requirements

• Experience developing and implementing strategic team goals.
• Experience coaching employees and inspiring successful team performance.
• Experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement.
• Degree or diploma in business, finance, operations, adult education, or a related field.
• Must be legally eligible to work at the specified location and, where applicable, hold a valid work or study permit.

Nice To Haves

• Experience with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools.

Responsibilities

• Lead, coach, and develop a high-performing client service team by setting clear expectations, strengthening accountability, and building a culture of responsiveness, quality, and ownership.
• Design, develop, and deliver training programs for onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication.
• Define and maintain firm-wide client service standards, service level agreements, escalation pathways, and service playbooks across onboarding, servicing, reviews, and offboarding.
• Review service performance trends, identify root causes of recurring issues, and redesign workflows to improve efficiency, reduce turnaround times, and enhance the client experience without unnecessary complexity or cost.
• Partner with Wealth Management, Operations, Compliance, Technology, Marketing, and client-facing teams to implement service model enhancements, technology improvements, and policy updates.
• Lead resolution of high-priority client service issues.
• Establish governance routines, including service reviews and key performance indicator dashboards, and report progress and improvement opportunities to senior leadership.

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)
• Potential eligibility for incentive compensation, which may include a discretionary bonus
• Banking benefits
• Wellbeing support
• MomentMakers social, points-based recognition program
• Purpose Day: a paid day off for personal growth and development

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree