Manager, 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

JOB PURPOSE

The Manager, Client Services primary purpose is to ensure objectives related to Client & Account Services with CIBC’s internal portfolio management are met through managing a team of Client Specialists. Through client outreach and working with Private Wealth Relationship Managers and Portfolio Managers, the Client & Account Services team is an important resource to ensuring client satisfaction and speedy resolution of client requests and transactions.

KEY ACCOUNTABILITIES / RESPONSIBILITIES

Manage and coordinate roles, responsibilities, and activities for the Client and Account Services Team.

Ensure quality of service and effective operations support by responding to and resolving issues and questions related to account opening, account closing, account maintenance, and asset and cash transfer escalations.

Lead the team and be accountable for supervising, mentoring, training, and developing operations associates.

Educate and train employees on operational policies and procedures and contribute to ongoing improvements.

Oversee Client and Account Services Team activities, including:

Client onboarding and new account opening

Offboarding and account closing

Client and account maintenance

Cash receipts and disbursements

Asset receipts and deliveries

Client statement configuration

Client website support

Drive service delivery and execution for the front office team and their clients.

Oversee data maintenance, standardized review reports, integrations, user roles/permissions, system settings for core reporting, and CRM systems.

Partner with management team to identify, define, and regularly report on core business metrics and dimensions.

Build solid understanding of regulatory/legal landscape related to the investment account process.

Collaborate with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws.

Own work process and the associated risks and controls.

Raise issues to relevant stakeholders or management with respect to the control environment.

DRIVE OPERATIONAL EFFICIENCIES

Identify opportunities for efficiency gains and client service improvements by working directly with front office personnel.

Evaluate current platform, benchmark vendors to industry standards, and identify any opportunities for improvement in vendor stack.

Oversee the configuration of tools and software to automate workflows and ensure client activities are handled in a consistent, timely, and compliant manner.

Identify trends and improve processes for both the customer and the business

Provide program status tracking, communication to executive stakeholders, and ownership of monthly governance and reporting processes.

Oversee requirements analysis and gathering and requirements grooming with technology.

Create high quality presentations used for executive level management communication and transparency into project strategy and progress with broader audiences.

KNOWLEDGE AND SKILLS

7+ years management experience within investment and client advisory operations in the wealth management industry.

Knowledge of the financial services industry, especially asset servicing, wealth management and banking, and the regulatory environment in which they operate.

Knowledge of business resiliency, AML/KYC, Compliance, RCSA and operations controls.

Knowledge of regulatory themes, both existing and emerging within industry.

Excellent analytical and problem-solving skills.

Strong communication skills, both written and verbal.

Proven track record of developing talent and high-performing global teams.

Ability to influence and negotiate with senior leaders across the business.

5+ years of project management experience.

High proficiency in Microsoft Office applications.

Capable of handling administrative and investment operations duties in a fast-paced transactional environment.

t CIBC, we offer a competitive total rewards package. This role has an expected salary range of $100K - $130K 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), Holidays and 401(k), in addition to other special perks reserved for our team members.

This position does not offer visa sponsorship

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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*, 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

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.

Job LocationIL - 181 W Madison

Employment TypeRegular

Weekly Hours40

SkillsAccountability, Decision Making, Event Management, Interpersonal Communication, Multitasking, Office Administration, Organizational Efficiency, Travel Coordination

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