Senior Director, Client Service - Transaction Banking

Canadian Imperial Bank of Commerce; Toronto; On-site; CAD 150,000 - 210,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Banking benefits

Benefits program

Pension plan

Employee stock purchase plan

Vacation offering

Wellbeing support

MomentMakers, recognition program

Job summary

CIBC is seeking a Senior Director, Client Service to lead the national Client Service team for Commercial Banking. You will ensure a seamless, professional, client-centered service experience and drive continuous improvement across channels and lines of business.

You will champion digital and self-serve initiatives, collaborate with cross-functional leaders, and mentor a geographically dispersed team to deliver exceptional client outcomes in a fast-paced environment in Toronto.

Qualifications

• Lead the national Client Service team for Commercial Banking.
• Ensure a seamless, professional, client-centered service experience.
• Establish and sustain national standards and service expectations.
• Drive continuous improvement and transformation initiatives.
• Coach, mentor, and develop leaders across the function.

Responsibilities

• Oversee end-to-end service for Commercial Banking clients.
• Set direction for proactive, connected client service.
• Champion digital and self-serve initiatives to enhance the journey.
• Lead complex client issue resolution and risk mitigation.

Skills

Leadership team

Client Service

Customer Experience (CX)

Business Insights

Operational Efficiency

Partnership Management

Tactical Planning

Work Collaboratively

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

Transaction Banking is a core business within CIBC, reporting to the Senior Executive Vice-President and Group Head, Commercial Banking. The business advances the growth, retention, and profitability of CIBC’s client relationships by delivering products, services, and capabilities tailored to the needs of Commercial Banking clients. Commercial Banking in Canada includes the development and execution of a strategic plan that integrates the diverse activities of Commercial Banking, including delivery network, specialized industries, business solutions, segment strategy, deposits, lending practices, and related functional responsibilities. Within this mandate, Client Service plays a critical role in delivering a seamless, professional, and client-centered service experience. The function supports Commercial Banking clients by ensuring servicing activities are coordinated, responsive, effective, and aligned to organizational standards and client expectations, while continually enhancing service delivery through continuous improvement and the advancement of digital and self-serve capabilities. Client Service supports CIBC’s commitment to strong client relationships by delivering an end-to-end service experience that is proactive, connected, and aligned to a differentiated client journey. The Senior Director, Client Service leads the national Client Service team accountable for the end-to-end service experience for Commercial Banking clients. The role is responsible for delivering a seamless, professional, and client-centered service experience while ensuring all client servicing activities align with organizational standards and client expectations. The Senior Director sets the strategic direction for a differentiated client service journey that is proactive, connected, and centered on client needs. The role is accountable for establishing and monitoring performance measures related to service responsiveness, client satisfaction, and service effectiveness, while advancing continuous improvement and transformation initiatives that support enhanced service delivery and the right mix of advisor-led and self-serve support. This role also provides leadership through coaching, mentorship, and feedback to strengthen team capability, deepen cross-functional collaboration, resolve complex client issues, and support CIBC’s ambition to be the leader in 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 the national Client Service team and oversee the end-to-end service experience for Commercial Banking clients. Provide leadership on complex client service matters and ensure timely, effective resolution of escalations. Build team and individual capabilities through leadership, coaching, mentorship, and development opportunities. Foster a culture of accountability, inclusion, high performance, and professional growth. Support the development of leaders and team members in resolving complex client service issues and delivering a high-quality client experience.

Client Experience

Ensure client service is delivered in a seamless, professional, responsive, and client-centered manner. Establish and sustain consistent national standards, practices, and service expectations across the client service function. Ensure all client servicing activities adhere to applicable organizational standards, policies, guidelines, and controls. Drive alignment across functions to deliver a connected and consistent client service experience. Set the direction for a service experience that is seamless, proactive, and centered on client needs. Champion initiatives that improve the client journey and strengthen organizational effectiveness. Promote a client service environment defined by professionalism, responsiveness, and ease of doing business with CIBC. Lead the resolution of complex client matters and ensure clients are directed to the appropriate channels to support self-service where appropriate.

Continuous Improvement

Establish, monitor, and report on key performance indicators related to service responsiveness, client satisfaction, and service effectiveness. Leverage data, insights, and stakeholder feedback to identify trends, gaps, and opportunities for improvement. Drive continuous improvement initiatives that enhance service delivery, operational effectiveness, and the client experience. Regularly review processes, dashboards, and performance metrics to inform priorities and future capabilities. Identify operational, compliance, and client experience risks and implement effective mitigation strategies.

Transformation

Lead transformation initiatives that enhance the client service journey, improve service delivery, and advance digital and self-serve experiences. Apply industry best practices, emerging technologies, and internal insights to modernize client service processes and improve efficiency and effectiveness.

Collaboration

Partner with stakeholders across Commercial Banking and internal support teams to optimize workflows and strengthen the client service journey. Build and maintain strong working relationships with business leaders, relationship teams, partners, and support functions. Partner across the business to continuously elevate the client journey and exceed client expectations.

Who you are

You are a leader. You have strong leadership skills with proven experience leading large, geographically dispersed teams. You have strong relationship management, communication, and presentation skills, including the ability to communicate effectively with senior leaders, employees, partners, and clients. Established proficiency in written communication with the ability to tailor messaging to the appropriate audience. You have a demonstrated ability to lead complex client service and experience initiatives. Strong performance management capability, including setting, monitoring, and achieving key business measures related to service responsiveness, client satisfaction, and service effectiveness. Strategic thinking and change leadership skills, with the ability to drive service transformation and adopt innovative solutions. Strong judgment, decision-making, and problem-solving skills, including the ability to interpret and adapt procedures and approaches. You have strong knowledge of process improvement, operational design, and client journey optimization. Strong collaboration and stakeholder management skills, with the ability to build trust and resolve escalations effectively. Client-focused mindset with a track record of delivering seamless service experiences and high client satisfaction. Demonstrated commitment to CIBC values of trust, teamwork, and accountability. You are team-oriented and relationship-focused. You are client-focused. You are committed to delivering strong client outcomes. Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

What CIBC Offers

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

• competitive salary
• incentive pay
• banking benefits
• a benefits program*
• defined benefit pension plan*
• an employee share purchase plan
• a vacation offering
• wellbeing support
• MomentMakers, our social, points-based recognition program

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-81 Bay, 12th Floor

Employment Type Regular

Weekly Hours 37.5

Skills

• Business Insights
• Client Service
• Customer Experience (CX)
• Leadership
• Operational Efficiency
• Partnership Management
• Tactical Planning
• Work Collaboratively