Job Number:
Category: Client Experience
Employment Type: Full Time
City: Toronto
Posting Date: August 26, 2026
Closing Date: September 9, 2026
Position Overview:
The Relationship Manager, Client Experience is the single client relationship and service lead for an assigned group of CIBC Mellon's Canadian Government and Non-Profit (CGNP) and Canadian Financial Institutions (CFI) clients. As the primary client lead, the Relationship Manager interfaces with service delivery teams to ensure overall client satisfaction and retention. Clients' needs and solutions are somewhat standardized, requiring some customization on an exception basis. The Relationship Manager is primarily responsible for servicing and maintaining the client relationship, with some accountability for revenue generation across the assigned client base.
Responsibilities:
- Develops and maintains contact with clients via meetings, phone calls and email to strengthen the relationship and ensure excellent client service.
- Identifies industry trends and issues and monitors the competitive landscape to determine potential needs, issues or concerns based on general knowledge of the client.
- Provides information to clients on a timely basis regarding industry news, company initiatives, services, products and upcoming changes to policies, processes and technology.
- Reviews client inquiry activity and service performance to develop action plans that promote use of technology and self-service and reduce inquiry volumes.
- Analyzes escalated operational issues and partners with stakeholders to resolve client issues.
- Monitors client service delivery to ensure adherence to CIBC Mellon's policies and governance requirements and manage risk.
Qualifications:
- 5 years industry experience preferably in client service and/or sales capacity
- Solid understanding of asset servicing technologies, client operations and the competitive market
- Effective interpersonal and communication skills to maintain solid client relationships and coordinate with service delivery teams
-Analytical abilities to independently respond to technical client inquiries and resolve issues
- Relationship management and negotiation skills to help gain client buy-in to policy, product, pricing and technology changes.
- Action-oriented to executive on action plans and ensure delivery of excellent client service.
Job Specific Competencies:
- The salary band for this position ranges between $98,000 - $148,000.
- 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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