Client Service Manager, Trade Finance Operations

CIBC US; Toronto; Hybrid; CAD 85,000 - 110,000; Full time

Job summary

CIBC is seeking a Client Service Manager within the Trade Finance Operations team in Toronto. This role focuses on coordinating delivery of Trade Finance products, providing after-sales support, and resolving client service issues to ensure high levels of client satisfaction.

You will collaborate with various internal teams to develop solutions for our clients. The position emphasizes ownership, proactive problem-solving, and a commitment to trust, teamwork, and accountability in a

Qualifications

• Experience in global trade finance industry practices and risk assessment.
• Strong client service mindset and timely professional responses.
• Ability to work with internal stakeholders to resolve service issues.

Responsibilities

• Delivery - Act as the client interface into TFO for the execution of assigned client requests for Trade Finance Products. These requests may come directly from existing clients or by way of referral from a Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Manager. Be responsible for ensuring that client requests are delivered within the committed time frame and that the product delivered meets the needs of the client.
• Client service - Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Manager.
• Problem solving - Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences.
• Partnership - In conjunction with the Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered.

Skills

Analytical Thinking

Customer Service

International Trade Finance

Letters of Credit

Operations Management

Job description

What You’ll Be Doing

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients. At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute. To learn more about CIBC, please visit CIBC.com The Trade Finance Operations (TFO) team is responsible for the preparation, processing, delivery and on-going support of all documentary collections, export, import, and standby letter of credit products requested by CIBC clients. TFO works closely with Corporate Credit Products, Financial Institutions (FI) and Global Transaction Banking (GTB) Trade Finance Sales (TF Sales) Relationship Managers who have responsibility for the origination activities related to delivery of CIBC’s trade finance products in Canada. The Client Service Manager provides after-sales service and support to a portfolio of assigned clients to ensure that overall service requirements are being met and appropriate action is taken to resolve any service shortfalls. The Client Service Manager takes ownership of all client enquires related to operating services and product fulfillment from beginning to end, ensuring that issues are addressed and responded to in a timely, professional manner. Client Service Manager will also work closely with the Financial Institutions Group and GTB- TF Sales Relationship Managers who have responsibility in developing client service and product solutions.

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

• Delivery - Act as the client interface into TFO for the execution of assigned client requests for Trade Finance Products. These requests may come directly from existing clients or by way of referral from a Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Manager. Be responsible for ensuring that client requests are delivered within the committed time frame and that the product delivered meets the needs of the client.
• Client service - Take personal ownership for the delivery of a high level of client service. Respond in a professional, knowledgeable and timely fashion to all incoming service-related inquiries. Be alert for new sales opportunities and refer the opportunities to the Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Manager.
• Problem solving - Assume ownership for resolution of client service issues that are identified. Deal directly with the client and any internal stakeholders to resolve the service issue. Identify and recommend changes to procedures that will prevent further occurrences.
• Partnership - In conjunction with the Global Transaction Banking - Financial Institutions Group or Trade Finance Sales Relationship Managers, provide expert advice and consultative services to internal and external clients to support their use of all Trade Finance products. Provide support to the Risk Consultant TFO as client interface to resolve issues when designated risk factors are triggered.

Who you are

You can demonstrate experience in global trade finance industry practices, including assessing and mitigating risks associated with complex transactions. You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do. You know that details matter. You notice things that others don't. Your critical thinking skills help to inform your decision making. You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results. Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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

What you need to know

CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact [e-mail] CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit. We may ask you to complete an attribute-based assessment and other skills test (such as simulation, coding, French proficiency). We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location Toronto-141 Bay, 21st Floor

Employment Type Regular

Weekly Hours 37.5

Skills Analytical Thinking, Business Operations, Customer Service, International Trade Finance, Letter of Credits, Letters of Guarantee, Operations Management, Operations Support, Prioritization, Process Improvements, Technical Knowledge, Trade Finance Operations, Trade Finance Products

At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.