Client Performance Lead, Client Experience

CGI Njoyn; Toronto; On-site; CAD 75,000 - 100,000; Full time

Job summary

CIBC Mellon is seeking a Client Performance Lead to enhance client experience initiatives through effective project management and operational support. The role requires a proactive leader with deep understanding of the Canadian investment landscape and proven collaboration skills to drive client satisfaction.

Qualifications

• 3 years of progressive experience including 2 years leading client initiatives.
• Knowledge of the Canadian securities/investment industry.

Responsibilities

• Support coordination and execution of client experience initiatives.
• Develop client-specific work plans for fund events and manage process change.

Skills

Analytical

Problem-solving

Collaboration

Communication

Detail-oriented

Education

Post-secondary education in finance or business

Tools

Microsoft Excel

Microsoft Visio

Job description

Client Performance Lead, Client Experience

Job Number : J0225-0017

Category : Client Experience

Employment Type : Full Time

City : Toronto

Posting Date : February 5, 2025

Closing Date : February 19, 2025

Company Information :

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.

We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com / experience.

Position Overview :

The Client Experience Initiatives Lead is responsible for supporting the coordination and execution of Client Experience initiatives including digitalization and transformational process improvement activities, client fund or restructuring events, and technology and product initiatives driven internally or by clients. Working closely with internal business partners, you will support the effective, seamless, and timely delivery of client experience initiatives with a focus on service quality, client satisfaction, and a consistent client experience.

Responsibilities :

• Represent Client Experience on projects and other change initiatives that impact CIBC Mellon Clients. Support operational change management initiatives including process design, development, training, and communications in partnership with internal stakeholders and leaders to ensure consistent, efficient, and effective processes are in place to support the Client Experience division and our clients.
• Coordinate fund events. Develop client-specific work plans in partnership with the Service Directors or Relationship Executives for each event outlining essential deliverables, timelines, priorities, milestones, and potential new revenue.
• Work closely with various business units to ensure smooth, consistent implementation of process change. Maintain a close partnership with Operations Risk to ensure all deliverables and initiatives are managed through a risk mitigation lens and under the 3 Lines of Defense framework.
• Support continuous improvement initiatives and process redesign activities across Client Experience. Conduct root cause analysis and recommend actions to improve processes.
• Identify process inefficiencies and inconsistencies and assist in prioritizing process reviews with the goal of improving efficiencies, reducing risk, and enhancing the customer experience.
• Support the Client Experience team in gathering effective data and metrics on the various events, projects, and engagements undertaken by our clients.
• Participate in client meetings and presentations as needed.

Qualifications :

• 3 years of progressive experience including 2 years actively leading client initiatives.
• Post-secondary education with a focus on finance and business.
• Knowledge of the Canadian securities / investment industry and global markets.
• Well organized, detail-oriented, analytical, pro-active, and results-focused.
• Ability to adapt to a fast-paced and changing environment.
• Strong problem-solving skills and the ability to identify opportunities for efficiency.
• Strong Microsoft Excel and Visio skills.
• Excellent collaboration skills including strength as a communicator.

CIBC Mellon's Values :

• Get it Right Every Day : Deliver service excellence while always acting with the highest ethical standards.
• Put Clients at the Centre : Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward.
• Be One Family : Challenge, empower, and recognize your colleagues.
• Take Ownership : Speak up, speak out, and make things better.

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CIBC Mellon is committed to taking all reasonable steps to accommodate the needs of all individuals. Should you require any accommodations during the recruitment and selection process, please speak with your Recruitment Consultant.