Director, Business Client Advice Center
Director, Business Client Advice Center
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Job Description
Were building a relationship-oriented bank for the modern world. We need talented passionate professionals who are dedicated to doing whats 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
What youll be doing
As a Director you will join our Business Client Advice Centre (BCAC) reporting to the Senior Director Business Banking. In this role you will lead a group of leaders and their respective teams who provide business banking product and sales expertise to existing and prospective clients. Youll also be responsible for championing the strategic direction and objectives of the BCAC to improve Client Experience and build sales force confidence as well as be responsible for leading process improvement and business effectiveness initiatives. The role will provide business banking expertise leadership coaching training and support on all parts of the Business Banking sales cycle the client journey and after-sales support. The role will interact with both clients and internal and external partners including but not limited to Product Governance & Controls BCC CPS Legal AML Fraud PBB National office. PB Market teams and external Suppliers.
At CIBC we enable the work environment most optimal for you to thrive in your role. Youll have the flexibility to manage your work activities within a hybrid work arrangement where youll spend 1-3 days per week on-site while other days will be remote.
All employees are required to meet the program requirements and be able to attend your primary work location within two hours notice for any business-related purposes.
Program Requirements
- Ability to work independently as an Agent @ Home with a secure workspace in a room or office with a door that closes it off from noises and distractions.
- Wired Internet connection capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).
- Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.
The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 7:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.
How youll succeed
- Leadership Provide guidance and expertise on assessing client needs product suitability negotiating and closing sales understanding financial and business credit information as well as providing expertise on internal processes policies and applications. Lead or support client meetings where needed and champion a positive CIBC client experience behaviors and deepen client loyalty. Act as first point of escalation working directly with clients and Personal Banking/Imperial Service team members to address escalated issues ensuring prompt resolution as well as investigating root cause.
- People Management Build team and individual capabilities by providing development opportunities to ensure employees are capable of performing at/or developing to job requirement standards. Manage individual and team performance by providing fair and accurate formal and informal feedback identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities. Monitor the quality of the employee/client interactions via Verint while providing benchmarks call standards guidance and coaching on a consistent basis.
- Collaboration - Build strong relationships with key partners by working closely with Credit Risk Management Retail Lending Services Retail Account Services Personal Banking and Imperial Service to resolve any challenges including but not limited to account opening/management cash management credit and risk issues. Manage all dealings internally and with clients in a manner consistent with the standards prescribed by CIBC policies and procedures.
- Process Improvement Strategic Support and Business Effectiveness - Design lead and support the execution of BCAC process improvements end-to-end. Actively develop strategies and tactics to grow the Business Banking unmanaged segment and improve the client and employee experience by working with internal partners Executives and Senior leaders to review strategies and show progress against goals. Ensure effective implementation of enterprise-wide projects initiatives and campaigns within the BCAC. Support the development of effective monitoring and reporting tools while providing benchmarks call standards guidance and industry best practice in collaboration with the Contact Center Workforce Management COE. Analyzing data (e.g. call activity performance measures - Sales productivity and quality) related to the team team members and the BCAC to ensure operational efficiency
Who you are
- 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.
- You have previous experience in both a people leadership role and advisory sales role with a demonstrated track record of success.
- You can demonstrate a well-developed knowledge of Business Banking products and services (lending cash management GICs and banking centre services) with the ability to read and interpret financial statements credit bureaus and other financial documents.
- You put our clients first. You have well-developed client and relationship management skills. You engage with purpose to find the right solutions.
- You act like an owner. You thrive when youre empowered to take initiative go above and beyond and deliver results.
- You can demonstrate ability to effectively implement new processes and work with change management teams to ensure a smooth delivery of new initiatives.
- You have completed an undergraduate degree/diploma in Business Finance Accounting or a related field.
- 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
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 French proficiency 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 Location
Toronto-81 Bay 23rd FloorEmployment Type
RegularWeekly Hours
37.5Skills
Business Banking Client Service Customer Experience (CX) Group Problem Solving Long Term Planning People Management Process Improvements Project Management Risk Management and Mitigation Service DeliveryRequired Experience:
Director
Employment Type
Full-Time
