Team Leader, Business Banking - Bilingual

CIBC • Quebec, QC

3d • 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.

As a Team Leader you will join our Business Client Advice Centre (BCAC) reporting to the Senior Manager & Team Lead, Business Banking. In this role, you will lead a group or 10-12 Business Advisors and Business Analysts who provide business banking product and sales expertise to existing and prospective clients and our Personal Banking/Imperial Service team members. You’ll provide leadership, coaching, training and support on all parts of the Business Banking sales cycle, the client journey and after-sales support. You’ll be accountable for delivering an exceptional internal and external client experience to support CIBC’s vision of being a leader in client relationships and increasing client loyalty. The role will interact with both clients and internal Personal Banking and Imperial Service team members to provide advice, assist with client escalations, including stepping in as back up during busy times, to support the team when needed.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview. All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements:
Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 7:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.

Requirements

• Previous experience in both a people leadership role and advisory sales role with a demonstrated track record of success.
• Well-developed knowledge of Business Banking products and services (lending, cash management, GICs and banking centre services) with the ability to read and interpret financial statements, credit bureaus and other financial documents.
• Well-developed client and relationship management skills.
• Completed an undergraduate degree/diploma in Business, Finance, Accounting, or a related field.
• Fluent in French and English to support business operations outside of Quebec, Canada.
• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions.
• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
• Must be able to work flexible hours on a rotating basis to accommodate client and branch schedules.
• Must be able to attend your primary work location within two hours’ notice for any business-related purposes.

Nice To Haves

• Bold and authentic leader.
• Passionate about developing and coaching to bring out the best in people with experience in leading diverse, high performing teams.
• Engage with purpose to find the right solutions.
• Thrive when you're empowered to take initiative, go above and beyond, and deliver results.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Responsibilities

• Provide guidance and expertise on assessing client needs, product suitability, negotiating and closing sales, understanding financial and business credit information as well as providing expertise on internal processes, policies and applications.
• Lead or support client meetings where needed and champion a positive CIBC client experience, behaviours and deepen client loyalty.
• Act as first point of escalation, working directly with clients and Personal Banking/Imperial Service team members to address escalated issues ensuring prompt resolution as well as investigating root cause.
• Build team and individual capabilities by providing development opportunities to ensure employees are capable of performing at/or developing to job requirement standards.
• Manage individual and team performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.
• Monitor the quality of the employee/client interactions via Verint while providing benchmarks, call standards, guidance and coaching on a consistent basis.
• Build strong relationships with key partners by working closely with Credit Risk Management, Retail Lending Services, Retail Account Services, Personal Banking and Imperial Service to resolve any challenges including but not limited to account opening/management, cash management, credit and risk issues.
• Manage all dealings internally and with clients in a manner consistent with the standards prescribed by CIBC policies and procedures.

Benefits

• Competitive salary
• Incentive pay
• Banking benefits
• Benefits program
• Defined benefit pension plan
• Employee share purchase plan
• 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: Mid Level
• Education Level: Associate degree