What you’ll be doing

Transaction Banking is a core business within CIBC, reporting to the Senior Executive Vice-President and Group Head, Commercial Banking. The business advances the growth, retention, and profitability of CIBC’s client relationships by delivering products, services, and capabilities tailored to the needs of Commercial Banking clients.

Commercial Banking in Canada includes the development and execution of a strategic plan that integrates the diverse activities of Commercial Banking, including delivery network, specialized industries, business solutions, segment strategy, deposits, lending practices, and related functional responsibilities.

Within this mandate, Client Service plays a critical role in delivering a seamless, professional, and client-centered service experience. The function supports Commercial Banking clients by ensuring servicing activities are coordinated, responsive, effective, and aligned to organizational standards and client expectations, while continually enhancing service delivery through continuous improvement and the advancement of digital and self-serve capabilities. Client Service supports CIBC’s commitment to strong client relationships by delivering an end-to-end service experience that is proactive, connected, and aligned to a differentiated client journey.

The Senior Director, Client Service leads the national Client Service team accountable for the end-to-end service experience for Commercial Banking clients. The role is responsible for delivering a seamless, professional, and client-centered service experience while ensuring all client servicing activities align with organizational standards and client expectations.

The Senior Director sets the strategic direction for a differentiated client service journey that is proactive, connected, and centered on client needs. The role is accountable for establishing and monitoring performance measures related to service responsiveness, client satisfaction, and service effectiveness, while advancing continuous improvement and transformation initiatives that support enhanced service delivery and the right mix of advisor-led and self-serve support.

This role also provides leadership through coaching, mentorship, and feedback to strengthen team capability, deepen cross-functional collaboration, resolve complex client issues, and support CIBC’s ambition to be the leader in client relationships.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you’ll succeed

• Leadership - Lead the national Client Service team and oversee the end-to-end service experience for Commercial Banking clients. Provide leadership on complex client service matters and ensure timely, effective resolution of escalations. Build team and individual capabilities through leadership, coaching, mentorship, and development opportunities. Foster a culture of accountability, inclusion, high performance, and professional growth. Support the development of leaders and team members in resolving complex client service issues and delivering a high-quality client experience.
• Client Experience - Ensure client service is delivered in a seamless, professional, responsive, and client-centered manner. Establish and sustain consistent national standards, practices, and service expectations across the client service function. Ensure all client servicing activities adhere to applicable organizational standards, policies, guidelines, and controls. Drive alignment across functions to deliver a connected and consistent client service experience. Set the direction for a service experience that is seamless, proactive, and centered on client needs. Champion initiatives that improve the client journey and strengthen organizational effectiveness. Promote a client service environment defined by professionalism, responsiveness, and ease of doing business with CIBC. Lead the resolution of complex client matters and ensure clients are directed to the appropriate channels to support self-service where appropriate.
• Continuous Improvement - Establish, monitor, and report on key performance indicators related to service responsiveness, client satisfaction, and service effectiveness. Leverage data, insights, and stakeholder feedback to identify trends, gaps, and opportunities for improvement. Drive continuous improvement initiatives that enhance service delivery, operational effectiveness, and the client experience. Regularly review processes, dashboards, and performance metrics to inform priorities and future capabilities. Identify operational, compliance, and client experience risks and implement effective mitigation strategies.
• Transformation -  Lead transformation initiatives that enhance the client service journey, improve service delivery, and advance digital and self-serve experiences. Apply industry best practices, emerging technologies, and internal insights to modernize client service processes and improve efficiency and effectiveness.
• Collaboration - Partner with stakeholders across Commercial Banking and internal support teams to optimize workflows and strengthen the client service journey. Build and maintain strong working relationships with business leaders, relationship teams, partners, and support functions. Partner across the business to continuously elevate the client journey and exceed client expectations.

Who you are

• You are a leader. You have strong leadership skills with proven experience leading large, geographically dispersed teams.
• You have strong relationship management, communication, and presentation skills, including the ability to communicate effectively with senior leaders, employees, partners, and clients. Established proficiency in written communication with the ability to tailor messaging to the appropriate audience.
• You have a demonstrated ability to lead complex client service and experience initiatives. Strong performance management capability, including setting, monitoring, and achieving key business measures related to service responsiveness, client satisfaction, and service effectiveness. Strategic thinking and change leadership skills, with the ability to drive service transformation and adopt innovative solutions. Strong judgment, decision-making, and problem-solving skills, including the ability to interpret and adapt procedures and approaches.
• You have strong knowledge of process improvement, operational design, and client journey optimization. Strong collaboration and stakeholder management skills, with the ability to build trust and resolve escalations effectively. Client-focused mindset with a track record of delivering seamless service experiences and high client satisfaction. Demonstrated commitment to CIBC values of trust, teamwork, and accountability.
• You are team-oriented and relationship-focused.
• You are client-focused. You are committed to delivering strong client outcomes.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

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What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, defined benefit pension plan*, an employee share purchase plan, a vacation offering, wellbeing support, and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

• We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.

*Subject to plan and program terms and conditions

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