What you'll be doingAs a Client Services Manager you’ll be responsible for providing leadership and management to a small team to support the improvement of the overall client experience. The Client Services Manager applies advanced knowledge to set the overall direction for employees, ensuring consistency in execution and accountability. The Client Services Manager focuses on creating a positive work environment and being an effective role model by championing CIBC’s mission, vision and values, working closely with the business to ensure client needs are met. The Client Services Manager exercises independent judgement within defined policies and procedures, contributing to the development and implementation of quality and improved service delivery to clients. The Client Services Manager identifies and leads opportunities to enhance employees’ productivity and operational processes.
At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement will be discussed at the time of your interview. We are considering local candidates based in Chicago, IL and/or surrounding Chicagoland areas.
How you'll succeed
Managing a Team - Day to day management of a team of Commercial Client Banking Specialists. You’ll have oversight of their daily activities and be responsible for workload allocation to ensure all tasks are completed in a timely manner. You’ll also be in charge of coverage scheduling during planned and unplanned employee absences, setting performance goals and objectives and completing performance reviews, and resolving and problem solving complex client issues.
Improve Client Experience - Assist with identifying process enhancement opportunities, as well as develop and implement departmental policies, procedures, and standards that contribute to the development and implementation of quality and improved service delivery to clients.
Risk Mitigation - Design and maintain fraud mitigating controls in collaboration with central fraud team. Support Governance & Controls teams (1Bs) in leveraging results of risk assessments to implement key controls to manage fraud risk. Provide input to Independent Risk Management where needed for fraud risk reviews. Work with Governance & Controls teams (1Bs) to capture, escalate, review, and report on instances of fraud as defined by the Fraud Management Operating Model.
Who you are
- You have 5-10 years of demonstrated experience as Operations/Customer Service Manager in the Banking Industry.
- You have BA or BS degree, preferably in business, finance, accounting, economics or a related field.
- You have advance knowledge of Microsoft applications (i.e., Microsoft Office, including PowerPoint, Excel, etc.)
- You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it's the right thing to do.
- You embrace and advocate for change. You continuously evolve your thinking and the way you work to deliver your best.
- You're passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
- You are a caring and accountable leader. You’re passionate about developing and growing team members’ abilities. You have experience providing coaching and hands-on support to meet team goals.
- You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
- Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.
At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $105,000.00 - $125,000.00 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members.
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Job Location
IL-120 S LaSalle St
Employment Type
Regular
Weekly Hours
40
Skills
Analytical Thinking, Client Service, Coaching, Customer Experience (CX), Long Term Planning, People Management, Personal Initiative, Stakeholder Relationship Management, Team Consulting, Work Collaboratively
