Sr. Manager, Client Support

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 Sr. Manager is responsible to lead the Mobile Advisor Assistant team and partner on escalations as needed. The Sr. Manager is accountable for annual capacity planning, maintaining SLAs across all services and people management. The role applies professional knowledge in the management of departmental costs, staffing and managerial planning, working closely with the business to support the implementation of products, processes, and techniques to improve the client experience and increase frontline sales capacity. The role applies end to end RESL Mortgage expertise, innovation, and substantial communication and problem-solving skills in managing departmental matters and resolving any issues.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

How you’ll succeed

• Leadership – Responsible for leading the specialized support team, including creating a positive work environment, leading and coaching, developing employee capabilities and managing performance. Train, mentor and provide regular coaching. Act as the subject matter expert and lead work package for projects to support line of business initiatives.

• Collaboration – Help internal partners make informed decisions about developing programs, products, and services. Coach and mentor your teams as you work toward a common goal. Negotiate deliverables and milestones whenever necessary.

• Relationships – Develop trusted working relationships with all business stakeholders. Be a single point of contact for all support team managers, MA and ASM's.

• Communication and Persuasion – Share ideas, build consensus, and write impactfully. Chair meetings.

• Managing Performance - Provide fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.

• Program Improvement - Manage, maintain and continuously improve the procedures and processes to increase operational effectiveness, resolve issues and increase frontline sales capacity.

• RESL Expertise - Strong knowledge of RESL Secured lending processes and procedures.

• Escalation resolution – Partner with internal stakeholders to help resolve urgent client matters preventing the deal from funding.

Who you are

• 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’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• 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.

• Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

• You are a caring and accountable leader. You're passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.  

• 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 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 [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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