Director, Bilingual Client Onboarding & Service

CIBC; Montreal; Hybrid; CAD 150,000 - 190,000; Full time

Benefits offered by this job

Incentive pay

Benefits program

Pension plan

Employee share purchase plan

Wellbeing support

MomentMakers recognition program

Job summary

CIBC is seeking a Director of Client Onboarding & Service to lead a high-performing team delivering end-to-end onboarding and service experiences for Commercial Banking clients across Canada. You will balance service, risk management, and strategic priorities while coaching and developing your team.

This role requires strong relationship management, cross-functional collaboration, and a deep understanding of onboarding processes.

Qualifications

• Experience in client onboarding, client service, relationship management and/or operational leadership within financial services.
• Experience supporting Commercial Banking clients and cash management, treasury, or related commercial banking solutions is strongly preferred.
• Strong understanding of procedures, controls, and risk management concepts and ability to ensure quality, accuracy and compliance.
• Fluent in French and English to serve clients in the community.
• Ability to partner with cross-functional teams and drive collaboration.

Responsibilities

• Lead and coach a high-performing Client Onboarding & Service team to deliver a seamless, professional onboarding and service experience for Commercial Banking clients.
• Act as a senior point of contact for client and team escalations, ensuring issues are resolved promptly and professionally.
• Partner with sales, relationship management, and internal stakeholders to provide onboarding insights and improve coordination across teams.
• Oversee onboarding and service activities to ensure processes are executed effectively, with risk management and business standards in mind.
• Identify opportunities to improve workflows and support straight-through processing.
• Use data trends and feedback to drive process improvements and enhance client experience.

Skills

Leadership

Client Onboarding

Relationship Management

Operational Excellence

Process Improvement

Education

Business/Finance/Accounting degree

MBA (asset)

Tools

Microsoft Excel

PowerPoint

Job description

CIBC is seeking a Director of Client Onboarding & Service to lead a high-performing team delivering end-to-end onboarding and service experiences for Commercial Banking clients across Canada. You will balance service, risk management, and strategic priorities while coaching and developing your team.

This role requires strong relationship management, cross-functional collaboration, and a deep understanding of onboarding processes.