Director, Client Onboarding & Service - Bilingual

CIBC; Montreal; Hybrid; CAD 140,000 - 170,000; Full time

Benefits offered by this job

Incentive pay

Pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers program

Job summary

CIBC in Montreal, Canada is seeking a Director of Client Onboarding & Service to lead a high-performing team responsible for end-to-end onboarding and service for Commercial Banking clients. You will balance service quality with risk management while coordinating with internal partners to strengthen processes and deliver integrated client solutions.

The role emphasizes coaching, accountability, and client relationship management, with opportunities to optimize workflows, support straight-through

Qualifications

• Experience leading onboarding and client service teams in financial services.
• Proven ability to manage escalations, risk and ensure client satisfaction.
• Strong collaboration with sales and internal partners to deliver onboarding solutions.

Responsibilities

• Oversee onboarding and service activities to ensure high-quality client experience and adherence to risk standards.
• Lead and coach a high-performing team to deliver end-to-end onboarding across Canada.
• Partner with sales and relationship management to provide onboarding insights and improve coordination.
• Identify workflow improvements to support straight-through processing and operational excellence.

Skills

Leadership

Client onboarding

Relationship management

Operational leadership

Process improvement

Excel

PowerPoint

Education

Business/Finance degree

MBA (asset)

Tools

Excel

PowerPoint

Job description

What you’ll be doing

Our Client Onboarding & Service team supports Commercial Banking clients by delivering a seamless, professional, and integrated end-to-end onboarding and service experience. As Director, Client Onboarding & Service, you'll lead a high-performing team responsible for overseeing onboarding execution, managing escalations, and helping ensure a consistent and positive client experience across Canada. You'll work closely with internal partners to strengthen processes, support the delivery of client solutions, and improve coordination across teams. You'll also help drive operational excellence by balancing service, risk management, and business priorities while identifying opportunities to enhance the client experience. Through your leadership, coaching, and strategic direction, you'll build team capability and support our goal of delivering exceptional client relationships. 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

• Leadership - Lead and coach a high-performing Client Onboarding & Service team to deliver a seamless, professional, and integrated end-to-end experience for Commercial Banking clients.
• Create an inclusive environment focused on accountability, accuracy, consistency, and strong employee engagement.
• Client Experience - Act as a senior point of contact for client and team escalations, ensuring issues are resolved promptly and professionally. Help ensure client expectations and service targets are consistently met through responsive support and a strong focus on relationship management.
• Business Partnership - Partner closely with sales, relationship management, and internal stakeholders to provide onboarding and implementation insights, support client solutions, and improve coordination across teams. Contribute expertise that helps strengthen the overall client experience and identify opportunities to deepen client relationships.
• Operational Excellence - Oversee onboarding and service activities to ensure processes are executed effectively, accurately, and in alignment with risk management and business standards. Identify opportunities to improve workflows, support straight-through processing, and enhance overall team effectiveness.
• Strategic Improvement - Use trends, feedback, and root cause analysis to identify opportunities for process improvement and service enhancement. Partner across the business to implement changes that improve onboarding quality, efficiency, and consistency.
• People Development - Build team and individual capability through coaching, development planning, and clear performance expectations. Provide timely feedback, recognize contributions, and support employees in developing the skills needed to succeed now and over time.

Who you are

• You are a caring and accountable leader. You're passionate about developing and coaching to bring out the best in people. You have experience leading diverse teams and creating an inclusive, high‑performing work environment.
• You have relevant experience. You bring significant 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.
• You know that details matter. You have a strong understanding of procedures, controls, and risk management concepts, and you use sound judgment to ensure quality, accuracy, and compliance in a complex environment.
• You put our clients first. You have well‑developed client and relationship management skills and know how to build trust through meaningful interactions. You engage with purpose to find the right solutions and deliver a strong client experience. Your influence makes a difference. You build strong partnerships across teams and use your expertise to drive collaboration, improve processes, and support successful client outcomes.
• You can demonstrate experience in Microsoft Office, including Excel and PowerPoint. It’s an asset if you have experience with onboarding, treasury, cash management, or related client servicing platforms and processes.
• You have a degree/diploma in Business, Finance, Accounting, or a related field. It's an asset if you have a Master of Business Administration (MBA) or a relevant financial designation.
• You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.
• You're fluent in French and English to serve our clients in the community.

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

Mont-1155 Rene Levesque, 3rd Employment Type Regular Weekly Hours 37.5 Skills Active Listening, Building Partnerships, Business Insights, Client Service, Customer Experience (CX), Interpersonal Communication, Leadership, Operational Efficiency, People Management, Work Collaboratively

About CIBC

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.