Client Services Manager - Commercial Banking

CIBC US; Chicago (IL); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Bonus potential

Banking benefits

Benefits program

Vacation offering

Wellbeing support

MomentMakers recognition

Job summary

CIBC US is seeking a Client Services Manager in Chicago to lead a small team, set direction, and improve the client experience. You will ensure consistent performance, coach staff, and align with CIBC’s mission and risk controls.

The role emphasizes team management, process improvements, and strong client service with a salary range aligned to market rates, plus a robust benefits package. Local candidates in Chicagoland are encouraged to apply.

Qualifications

• 5–10 years of demonstrated experience as Operations/Customer Service Manager in the Banking Industry.
• BA/BS degree in business, finance, accounting, economics or related field.
• Advanced knowledge of Microsoft Office applications (PowerPoint, Excel, etc.).
• Put clients first and engage with purpose to find the right solutions.
• Embrace and advocate for change and continuously evolve your thinking and way of work.
• Passionate about people; build relationships with a diverse network.
• Caring and accountable leader; coach and support team goals.
• Motivated by collective success and teamwork.
• Values-driven; live trust, teamwork, and accountability.

Responsibilities

• Oversee daily activities and allocate workload to ensure timely task completion.
• Manage coverage during absences; set performance goals and conduct reviews.
• Resolve complex client issues and provide coaching to team members.
• Identify process improvement opportunities and help implement policies and standards.
• Support fraud risk mitigation and work with governance teams to implement controls.

Skills

People Management

Customer Experience

Client Service

Analytical Thinking

Stakeholder Relationship Management

Team Consulting

Work Collaboratively

Long Term Planning

Personal Initiative

Coaching

Education

BA/BS in business, finance, accounting, economics or related field

Tools

Microsoft Office

PowerPoint

Excel

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

As a Client Services Manager you’ll be responsible for providing leadership and management to a small team to support the improvement of the overall client experience. The Client Services Manager applies advanced knowledge to set the overall direction for employees, ensuring consistency in execution and accountability. The Client Services Manager focuses on creating a positive work environment and being an effective role model by championing CIBC’s mission, vision and values, working closely with the business to ensure client needs are met. The Client Services Manager exercises independent judgement within defined policies and procedures, contributing to the development and implementation of quality and improved service delivery to clients. The Client Services Manager identifies and leads opportunities to enhance employees’ productivity and operational processes.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement will be discussed at the time of your interview. We are considering local candidates based in Chicago, IL and/or surrounding Chicagoland areas.

How You'll Succeed

Managing a Team -

You’ll have oversight of their daily activities and be responsible for workload allocation to ensure all tasks are completed in a timely manner. You’ll also be in charge of coverage scheduling during planned and unplanned employee absences, setting performance goals and objectives and completing performance reviews, and resolving and problem solving complex client issues.

Improve Client Experience -

Assist with identifying process enhancement opportunities, as well as develop and implement departmental policies, procedures, and standards that contribute to the development and implementation of quality and improved service delivery to clients.

Risk Mitigation -

Design and maintain fraud mitigating controls in collaboration with central fraud team. Support Governance & Controls teams (1Bs) in leveraging results of risk assessments to implement key controls to manage fraud risk. Provide input to Independent Risk Management where needed for fraud risk reviews. Work with Governance & Controls teams (1Bs) to capture, elevate, review, and report on instances of fraud as defined by the Fraud Management Operating Model.

Who You Are

• You have 5-10 years of demonstrated experience as Operations/Customer Service Manager in the Banking Industry.
• You have BA or BS degree, preferably in business, finance, accounting, economics or a related field.
• You have advance knowledge of Microsoft applications (i.e., Microsoft Office, including PowerPoint, Excel, etc.)
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile because it's the right thing to do.
• You embrace and advocate for change. You continuously evolve your thinking and the way you work to deliver your best.
• 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’re passionate about developing and growing team members’ abilities. You have experience providing coaching and hands‑on support to meet team goals.
• You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

California residents — your privacy rights regarding your actual or prospective employment

At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $105,000.00 - $125,000.00 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidaysand 401(k), in addition to other special perks reserved for our team members

What CIBC Offers

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program*, 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, 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.

California residents — your privacy rights regarding your actual or prospective employment

Job Location

IL-120 S LaSalle St

Employment Type

Regular

Weekly Hours

40

Skills

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