Sr. Consultant Client Support

CIBC; Calgary; On-site; CAD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Incentive pay

Banking benefits

Benefits program

Defined benefit pension plan

Employee share purchase plan

Vacation offering

Wellbeing support

MomentMakers recognition

Job summary

CIBC’s Imperial Service group is seeking a Senior Consultant, Client Support, at the Regional Office to coach front-line leaders in client service processes and advisory planning. You’ll apply deep knowledge of client experience to improve service standards and sustain effective client relationships.

You will analyze trends, support planning milestones, and partner with leadership to embed client-focused standards across the business, delivering better outcomes for clients and teams alike.

Qualifications

• Experience coaching front-line teams in client service processes and standards.
• Ability to analyze client experience trends and translate insights for senior leaders.
• Ties between service excellence, advisory planning, and stakeholder management.

Responsibilities

• Provide expert consultation and coaching to front-line leaders on client service processes.
• Support implementation and sustainment of the advisory planning model.
• Analyze service trends and client experience opportunities for improvement.
• Deliver guidance and training on contact strategies and client relationship tools.
• Collaborate with leadership on departmental planning and service initiatives.

Skills

Consultative support

Advisory model sustainment

Client experience insights

Training and enablement

Partnership and planning

Influence and collaboration

Relationship building

Education

Bachelor's degree in business/finance/commerce

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

Imperial Service is focused on delivering a high-quality, consistent client experience through strong service standards, effective advisory practices, and meaningful client relationships. As a Senior Consultant, Client Support, Regional Office, you’ll provide consultation, coaching, and guidance to front-line leadership and teams to help implement and sustain client service processes and an advisory planning model that supports client needs. You’ll use your deep knowledge of service excellence, client experience, and operational effectiveness to identify trends, uncover opportunities for improvement, and recommend practical solutions to senior leaders. You’ll support the consistent use of contact and client relationship planning tools, helping teams build strong habits and deliver a more connected client experience. You’ll also contribute to departmental planning, strengthen partnerships across the business, and help ensure our client-focused standards are embedded in everyday practices. Through your leadership, collaboration, and accountability, you’ll help create better outcomes for our clients and the teams who support them.

How you’ll succeed

• Consultative support - Provide expert consultation and coaching to front-line leaders and teams on client service processes, standards, and best practices to support a consistent and effective client experience.
• Advisory model sustainment - Support the implementation and ongoing sustainment of the advisory planning model by reinforcing expectations, identifying gaps, and helping teams adopt effective routines and behaviours.
• Client experience insights - Analyze service trends, team performance indicators, and client experience opportunities to identify areas for improvement and recommend actions to senior management.
• Training and enablement - Deliver guidance, support, and training on contact strategies and client relationship planning tools so teams can confidently use them to deepen client relationships.
• Partnership and planning - Work closely with leadership and business partners on departmental planning, process milestones, and service initiatives that strengthen client relationships and operational consistency.
• Influence and collaboration - Build strong relationships across teams and connect people, resources, and networks to drive alignment, remove barriers, and support shared success.

Who you are

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.
• You’re passionate about people. You find meaning in relationships and surround yourself with a diverse network of partners. You connect with others through respect and authenticity.
• You are a caring and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.
• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.
• You can demonstrate experience in client service coaching, advisory practice support, service process implementation, and stakeholder management. It’s an asset if you have experience in wealth management, private banking, or a client relationship-focused financial services environment.
• You have a degree/diploma in business, finance, commerce, or a related field.
• 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

Edmonton-Commerce Place

Employment Type

Regular

Weekly Hours

37.5

Skills

Analytical Thinking, Client Service, Coaching, Customer Experience (CX), Long Term Planning, Personal Initiative, Stakeholder Relationship Management, Team Consulting, Work Collaboratively