Business Banking Team Leader – Client Advisory Centre

CIBC; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Banking benefits

Pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers

Purpose Day

Job summary

CIBC in Canada is seeking a Business Client Advice Centre Team Leader to guide a 10–12 inbound agent team, delivering exceptional client service and coaching for performance. You’ll balance people leadership with operational excellence in a fast-paced contact centre.

This role supports flexible work arrangements with remote work and on-site occasional, and requires the ability to triage requests, manage metrics, and collaborate across Business Banking to drive continuous improvement.

Qualifications

• You are a caring and accountable leader with coaching experience.
• You put our clients first and strive to find the right solutions.
• Your influence helps build relationships and achieve outcomes.
• You have contact centre operations experience and coach employees.
• You notice details and use critical thinking in decision making.
• You value trust, teamwork and accountability in the workplace.
• You are fluent in French and English to serve our clients.

Responsibilities

• Lead, coach and support a team of 10-12 inbound agents to deliver a high-quality client experience.
• Monitor metrics, review call quality and provide timely coaching.
• Ensure inbound calls are handled professionally and triaged effectively.
• Manage day-to-day contact centre activities and workflows.
• Partner with leaders across Business Banking to address service issues and drive improvements.
• Address escalations with sound judgement and identify opportunities to improve the client experience.

Skills

People leadership

Performance management

Client service

Operational oversight

Collaboration

Problem solving

Job description

CIBC in Canada is seeking a Business Client Advice Centre Team Leader to guide a 10–12 inbound agent team, delivering exceptional client service and coaching for performance. You’ll balance people leadership with operational excellence in a fast-paced contact centre.

This role supports flexible work arrangements with remote work and on-site occasional, and requires the ability to triage requests, manage metrics, and collaborate across Business Banking to drive continuous improvement.