Sr. Team Leader, Wealth Client Services

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 part of a dynamic team of investment and private banking professionals in CIBC Wealth Management, CIBC Private Wealth Management (PWM) combines the strengths of CIBC Private Banking Private Investment Counsel and Trust to provide a broad selection of banking, investment and planning services. This  integrated service is being offered to a limited number of High and Ultra High Net Worth clients of CIBC in the GTA. Private Banking Advisors offer high net worth clients a full range of exclusive and customized solutions including investment management, private banking, credit planning and cash management, wealth protection and business planning.

Working in close partnership with the Manager of Private Banking Operations, the Senior Leader, Wealth Client Services ensures that the ongoing operation of the Private Wealth Management platform performs effectively and efficiently and acts as their delegate in the absence of the Manager of Private Banking Operations.  This requires ongoing leadership, direction and coaching of several direct reports, which may consist of Banking Associates, Client Service Associates, and Client Service Representatives.  Liaises and works collaboratively with the Head of UHNW Private Banking, Market Leader, Senior Manager, Risk Manager and other staff within the Centre(s) including Private Wealth Management partners, CIBC Partners and external contacts. In partnership with the Manager of Private Banking operations, the Sr. Leader, Wealth Client Services is responsible for the overall client experience of the region.

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

• People Management- Understand and improve the client experience by demonstrating, championing and coaching direct reports in the delivery of high quality of service and problem resolution to meet or exceed, internal and external client expectations.  Lead, motivate, and coach direct reports within Private Banking to ensure they are capable of performing at or developing to the necessary standards.  Provide regular feedback on performance using the Performance Management and Measurement (PMM) tools.  Ensure Annual Performance objectives and Individual Development plans are in place for all direct reports ensuring performance appraisals and developmental needs are fair, accurate and effectively communicated.  Recognize and support learning time and accomplishments.  Partner with the Manager of Private Banking Operations to effectively manage and resource staffing requirements (i.e. interview, hiring, training, orientation) to ensure client service needs are met and Private Banking Advisors have appropriate level of support.
• Sales Effectiveness- Proactively seek and initiate opportunities for client acquisition and client growth activities.  Coach to ensure joint participation between each Advisor and Associates as it relates to monthly contact planning.  Lead product knowledge meetings with the Private Wealth team. Ensure that the team has a level of product knowledge that meets or exceeds client expectations and results in increased referral business.
• Client Experience- Lead the identification and escalation of process improvements to enhance service quality.  Ensure ongoing use of support tools and escalation contacts to continuously improve service levels.  Provide quick and effective responses to resolve client complaints and queries.
• Operational- Responsible for analyzing and monitoring the regional monthly profit and loss statements. Identify discrepancies and outliers in order to escalate to the Head of UHNW Private Banking as appropriate.  Oversee and supervise the workflow of Private Banking Associates and branch staff .  Lead and/or participate in sales and service management activities including pilot projects and national or regional initiatives.
• Risk Management- Manage operational risk by maintaining vigilance and through education of others. Also manage special client requests from time to time, ensuring all required operational compliance issues are addressed, and involve the Management team, Risk Manager and Head Office resources as required.  Monitor and audit standard procedures to ensure proper attention is given to security concerns. In conjunction with the Management team to ensure consistency and completion of all operational processes relating to Mutual Fund compliance, IDA compliance, Money Laundering, GRLR, including KAR. Identify non-compliance areas, document and execute corrective action.

Who You Are

• 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 have strong knowledge of human resources policies and procedures sufficient to interview, hire, develop and manage performance.  You have strong problem-solving skills sufficient to assess service/support issues of a routine/non-routine nature and resolve issues related to client service and staff.
• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.  You have working knowledge of banking and investment products/services offered by Private Wealth Management sufficient to conduct product knowledge meetings with the service and support team and promote/sell as opportunities arise.  You have strong knowledge of sales techniques and Private Wealth Management strategies and initiatives sufficient to promote banking and investment products/services.
• You're digitally savvy. You seek out innovative solutions and embrace evolving technologies. You can easily adapt to new tools and trends.  You have working knowledge of PC software and mainframe applications sufficient to enter and access customer information (CIF, COINS, CLASS, HORIZON). Your proficiency in Excel and Powerpoint, is considered an asset
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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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 Mailbox.careers-carrieres@cibc.com

• 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 25 King Street West

Employment Type

Regular

Weekly Hours

37.5

Skills

Communication, Customer Experience (CX), Customer Service, Efficiency Improvements, Office Administration, Operational Compliance, Operations Processes, Process Improvements