Director, Client Experience

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

The Director, Client Experience, works in close collaboration with the Managing Director and Head of Institutional Asset Management to support the Client Relations, Consultant Relations & Business Development, and Client Portfolio Management teams.

As Director, you will lead a dedicated team that provides comprehensive support—both directly and indirectly—in the creation and delivery of solutions for our internal and external clients, prospects, and consultants. You will also be responsible for driving numerous strategic business initiatives, including the acquisition of new business, retention of existing clients, and the enhancement of workflow and processes within the Institutional Asset Management team.

Success in this role requires the ability to manage competing priorities while ensuring exceptional quality across all initiatives. A Client First mindset, strong work ethic, and proactive approach to process efficiencies are essential. Leading by example, you will be instrumental in developing and implementing strategies that support our continued growth and commitment to excellence.

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.

The expected annualized base salary range for this role is $92,490 to $127,200.

The base salary is determined by a variety of factors, including the candidate's skills, experience, and job-related knowledge, as well as geographic location and specific business needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the salary range as team members advance in their roles.

We are committed to providing fair, equitable, and competitive compensation opportunities for all employees and we encourage open conversations about compensation throughout the recruitment process.

How you'll succeed

• Relationship building - Develop and maintain an effective working relationship with all key areas of the business including Client Portfolio Management, Client Servicing, Consultant Relations, Business Development and Portfolio Management & Research teams. Ensures collaboration with the various audit teams on their requests and finds appropriate action plans to mitigate identified deficiencies.

• Leveraging technology - Identify process improvements and develop implementation plans to ensure efficient operation of the business. Direct and oversee the creation and evolution of proper procedures so that processes are efficient and streamlined within the teams, proper controls are in place and that the level of errors is kept to a minimum. Production and delivery of monthly and quarterly updates and other ad hoc requests. Oversight of Database management.

• Client management - Manage entire deliverables process for RFPs, RFIs, DDQs and client requests. Work with/support Client Servicing team to provide strategic, project-based work to deliver on client inquiries and objectives and to enhance our advisory capabilities. Execute customized requests for competitor and client related Market Intelligence, in aid of specific business development opportunities. Organize workflow using independent judgment to assess and establish priority items including Support for updating quarterly and ad hoc pitch book presentations; Creation of pitch books for all asset classes and Client onboarding. Contribute to the delivery of strategic support to the Client Portfolio Management and Consultant Relations/Business Development teams.

• Marketing support - Support the business unit’s marketing plan and production of marketing collateral. Advising Representative (AR) registration required to review presentation material.

• Cross-functional relationships - The role requires cooperation and collaboration with a variety of colleagues across the firm and enterprise, such as: GAM’s Group Heads; Portfolio Managers; Business Development and Client Servicing; Product Management and Development; Business Controls; Investment Controls; Global Operations; Wealth Management Technology; Wealth Management Compliance; Wealth Management Risk Management; CIBC Legal and External vendors.

• Compliance requirements/responsibilities - Comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls. As a manager of people, when applicable, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines, and controls.

• Authorities/decision rights - As a key contributor to the business unit, this job has the authority to recommend changes to business processes to enhance operational efficiency and effectiveness.

Who you are

• You have a degree/diploma in Business, Finance or Economics.

• It’s an asset if you are a CFA charter holder. OSC registration or ability to be registered is preferred.

• It’s an asset if you have 10 or more years of experience in finance working for an asset management firm. You have broad and deep knowledge of investment management practices, processes, operational activities, and systems across asset classes.

• You can demonstrate experience in MS-Office. You have excellent knowledge of computer applications that will allow optimized processes.

• You have well-developed interpersonal skills to align a wide range of groups to a common goal despite competing priorities and resources. 

• 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.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise. You have the ability to influence others where no direct reporting relationships.

• You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.

• It’s an asset if you’re fluent in French.

• Values matter to you. You bring your real self to work, and you live our values - trust, teamwork, and accountability.

#LI-TA 

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 work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs 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.

*Subject to 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 [email protected]

• 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.

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