Director and Team Lead, Client Services

Canadian Imperial Bank of Commerce; Toronto; On-site; CAD 100,000 - 150,000; Full time

Job summary

The Canadian Imperial Bank of Commerce seeks a Director and Team Lead for the Client Services team in Capital Markets. This role involves managing client onboarding processes, ensuring compliance with KYC/AML regulations, and providing leadership for a high-performing team. The successful candidate will have a strong background in Capital Markets and excellent communication skills, demonstrating a commitment to enhancing operational efficiencies and fostering collaborative relationships.

Benefits

Competitive salary

Incentive pay

Banking benefits

Wellbeing support

Defined benefit pension plan

Employee share purchase plan

Qualifications

• 5+ years of experience in client onboarding specific to KYC/AML.
• Strong knowledge of Capital Markets structure and products.
• Aptitude for data analytics and communication.

Responsibilities

• Manage onboarding activities and ensure compliance with KYC/AML regulations.
• Lead training programs and develop communication platforms for team processes.
• Build and maintain relationships with stakeholders and ensure effective teamwork.

Skills

Business Effectiveness

Critical Thinking

Leadership

Customer Experience (CX)

Education

University degree in business

Job description

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

What You’ll Be Doing

The Client Services (CS) team holds a global mandate for client onboarding within the Capital Markets lines of business. The team is primarily responsible for managing the end-to-end client onboarding activities, including the collection of client data for record keeping purposes through research and/or interaction with front office and clients. The Client data is captured in the client onboarding system together with supporting documentation to meet the Anti-Money Laundering/Know Your Client (AML/KYC) Regulations. Accurate client data is essential for Regulatory and Tax reporting.

Reporting to the Executive Director, Client Services in Capital Markets, the Director and Team Lead will manage a team who is responsible for the onboarding of new clients and new products to existing clients in Capital Markets, focusing primarily on clients whose primary relationships are with Global Markets (GM), Alternative Solutions Group (ASG) and Investment Banking (IB) in the Canada region. This team will adhere to the Know Your Client (KYC)/Anti-Money Laundering (AML) and Sanctions requirements for non-Foreign Financial Entity (FFE) clients while delivering seamless onboarding experiences to all the in-scope clients on a timely basis. A key objective is to ensure that changes related to all KYC/AML requirements in Canada for non-FFEs are well planned and implemented smoothly and efficiently into the team.

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

• Client and Product Onboarding: You will provide hands on and “On Purpose” leadership and day to day pipeline management of onboarding requests to ensure that the team is conducting KYC/AML due diligence by ensuring timely completion of all urgent requests and good planning for all other requests. As the subject matter expert on all onboarding and offboarding matters and Capital Markets products, you will seek out opportunities to improve the efficiency and effectiveness of the onboarding process. In addition, you will contribute practical ideas to collaborate with teams responsible for regular reviews and offboarding as well as with other teams, as required. You will take ownership of projects and initiatives assigned to your team, driving collaboration to resolve organizational and operational issues, all aimed at enhancing the team's capabilities and at maximizing their capacities.

• Communication, Training and Change Management: You will collaborate with other team leads and project teams to manage ongoing Client Services (CS) training programs that promote changes and enhance process efficiencies. You will create and update procedures and job aids to support these training initiatives, ensuring they are refreshed at least every two years. Additionally, you will establish a platform to communicate upcoming changes, procedures, and training to stakeholders and partners, ensuring that all communications—both verbal and written—are clear and concise for easy reference and understanding. Your efforts will be essential in fostering a well-informed and adaptable team environment.

• Leadership and Relationship Management : You will effectively manage relationships with colleagues, internal clients, and stakeholders, including Senior Management in the Front Office, as well as teams in Legal, Compliance, EAML, Technology, and Operations. You will create a collaborative environment that fosters strong teamwork within your own team and across other Client Services (CS) teams, aiming to enhance relationships and improve the effectiveness of work activities. Additionally, you will coordinate your team's efforts to assist with regular reviews, data remediation, and other ad hoc initiatives as assigned by your manager. Your ability to build and maintain these relationships will be crucial in driving successful outcomes for the organization.

• Cross-Functional Relationships: You will regularly liaise with individuals across various Lines of Business, including senior management, to gather and validate information, document changes, and provide updates on project activities related to Periodic Review and associated deliverables. You will also interact frequently with CIBC’s Anti-Money Laundering Advisory teams globally, as well as with Legal, Enterprise Data Governance, and Regulatory Compliance teams as needed. Additionally, you will work closely with all Client Services & Data Management (CSDM) teams and partner groups, such as Internal Audit, the AML review team, and the Centralized Governance & Control team, to address data and reporting requests while helping to create efficiencies across teams. Your ability to build and maintain these cross-functional relationships will be essential in driving collaboration and achieving organizational goals.

Who You Are

• You have a university degree in business with an aptitude for data analytics and creation of presentation decks tailored to the audiences.

• You can demonstrate 5+ years of experience in client onboarding and regular reviews to fulfill global requirements under the KYC/AML program, preferably in the Capital Markets line of business.

• You can demonstrate strong knowledge of the Capital Markets business structure and products.

• You demonstrate strong knowledge processes, tools, and techniques for assessing and managing an organization's exposure to various risks, with a particular focus on AML risks. When deficiencies are identified—either by Compliance Services or other examiners—you ensure that an Action Plan is implemented promptly to address these issues.

• You are a caring and accountable leader. You act professionally when working with your peers, direct reports or stakeholders, to set objectives and agenda, generate allegiance to those objectives, and guide and motivate their achievement by providing excellent service to internal and external clients.

• You act like an owner. You have a proven track record of effective and quality execution, time management and going above and beyond to deliver results.

• You are a thoughtful decision maker. You have excellent ability to analyze situations fully and accurately and reach sound decisions. You can think outside the box and apply innovative and creative problem solving to every situation while adhering to and evidencing all AML requirements. You are able to discuss alternatives with multiple stakeholders to reach consensus.

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best. You understand, monitor, update, or enhance existing business and work flow process to drive efficiencies and to achieve continued improvement of processes.

• You communicate in impactful and meaningful ways. With exceptional communication skills and strong writing abilities, you effectively collaborate with various stakeholders to accurately capture changes in procedural documents using clear and straightforward language. You deliver key messages at all levels of the organization and hold team members and stakeholders accountable for delivering high-quality work.

• Values matter to you. You bring your real self to work, and you regularly demonstrate our values - trust, teamwork, and accountability.
  
  #LI-TA

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]

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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-161 Bay St., 9th

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Effectiveness, Business Processes, Capital Markets, Concept Development, Critical Thinking, Customer Experience (CX), Customer Service, Innovation, Leadership, Long Term Planning, Project Management, Strategic Objectives