Job Number:

Category: Client Service Delivery

Employment Type: Full Time

City: Toronto

Posting Date: October 2, 2026

Closing Date: October 16, 2026

Position Overview:

Reporting to the Assistant Vice President, Client Operations Management (COM), the Director, Client Operations Management (COM) is a key strategic role delivering our top clients with a single point of escalation and coordination across the Accounting organization, including Institutional and Pension Accounting (IPA), Global Risk Solutions (GRS) and Limited Partnership Accounting and Administrative Services (LPAAS). They are responsible for service delivery and client satisfaction for the most sophisticated/complex clients.

The COM team is the initial point of contact for the in scope clients' operational escalations and inquiries. The COM team will partner with the applicable operational teams to proactively support client change events and monitor service quality and service performance. The COM team is also responsible for the day to day oversight of the team's applicable service providers and vendors, including BNY. They serve as a senior-level resource, mentoring, guiding, and coaching Associate Directors to support their growth and effectiveness.

Responsibilities:

Client Relationship Management:
• Acts as the primary point of contact for the most sophisticated/complex clients on operational matters within IPA, GRS and LPAAS.
• Drives executive level client engagement, acting as a senior escalation point and strategic advisor for top-tier clients.
• Builds strong client relationships by understanding business goals and delivering solutions aligned with their needs.
• Participates in regular operational client review meetings, performance reporting, and issue resolution processes.
• Advocates for the client by leveraging internal subject matter experts within CIBC Mellon's accounting and performance functions to ensure client service expectations are met, resolving and assessing identified issues/concerns, and championing efficiency opportunities within the client's organization.
• Works with the business development team on opportunities with prospective client firms.
• Support operational thought leadership through client training and education.

Operations Oversight:
• Oversight of day-to-day operations of key client accounts, ensuring adherence to SLAs, KPIs, and compliance requirements.
• Implements and monitors operational controls and risk mitigation strategies.
• Participate in Service Reviews, Due Diligence and Questionnaires.
• Anticipates market trends and client needs, shaping proactive operational strategies to maintain competitive advantage.
• Influences enterprise policy and governance related to client operations

Process Improvement & Strategic Initiatives:
• Develops the strategic accounting and performance operational road maps for directed clients and manages the programs for these road maps.
• Works directly with the relationship team to understand client challenges, define potential solutions for directed clients.
• Collaborates with senior leadership on strategic planning and business development support.

Financial Management:
• Identifies opportunities for upselling and cross-selling accounting and performance operational solutions.

Team Leadership & Development
• Fosters a culture of accountability, continuous improvement, and client centricity.
• Acts a senior level resource and mentors, guides and coaches the Associate Directors
• Participation and representing the business at industry/professional events.

Qualifications:

Specific Knowledge & Skills (not preferred or an asset)
• 10+ years of progressive experience within a financial institution
• Bachelors Degree in Business Administration, Finance, Accounting, Operations Management or related field
• Advanced/graduate degree or completion of the CFA, CPA, CIM, CIPM or FRM, or similar programs is an asset
• Significant depth and experience with financial services products and services with a proven ability to navigate challenges to reach execution
• Excellent communication, negotiation and interpersonal skills
• Analytical and strategic thinking with a solution-oriented mindset
• Understanding of trends/issues in the securities, asset manager and asset owner industries
Working Conditions Unique to Job (i.e. Standard Office Environment)
• Some travel may be required

Job Specific Competencies:

- The salary band for this position ranges between $120,000 - $168,000.
- Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.
- Please note, our recruitment process may include the use of AI-assisted tools.
- This posting is for an existing vacancy.

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