Company InformationCIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.Job Number: J0726-0194Category: Client ExperienceEmployment Type: Full TimeCity: TorontoPosting Date: July 21, 2026Closing Date: August 4, 2026Company InformationCIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work. We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage cutting-edge thinking and give our employees the support and resources they need to turn great ideas into actions.We're always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.Cibcmellon.Com/experience.Position OverviewReporting to the Executive Director, Client Experience and Service Execution, the Service Director is an individual contributor role responsible for oversight of service delivery for large/complex clients within the Global Financial Institutions (GFI) and/or Canadian Financial Institutions (CFI) assigned client group to ensure overall service quality and client satisfaction in accordance with CIBC Mellon's commitments, obligations, and client/market expectations. Clients are complex and generally require customized solutions.ResponsibilitiesAccount PlanningActs as the voice of the client, and is responsible for sharing and documenting client concerns with all applicable stakeholders within the organization, as well as collaborating with service delivery teams in developing action plans to resolve issuesPartners with the Relationship Executive (RE) team in developing, broadening, and strengthening the client relationship, while contributing to the achievement of CIBC Mellon's corporate goals/objectives; must fully understand the client and their needs to develop mutually beneficial solutions, manage their expectations,



communicate the client’s experience to the rest of the CIBC Mellon organization, and identify and support opportunities to increase share of wallet and ensure excellent service deliveryEnsures overall service quality, client satisfaction, and a consistent client experience by working hand in hand with the Relationship Executive and the global service delivery teamsMonitors Service Delivery performance to ensure service commitments are met (SLAs, Dashboards, etc.)Makes critical decisions about servicing, and highlights opportunities for improvement and recommends enhancements to the operating modelMonitors all operational and administrative client issues at varying levels of complexity (e.G. billing inquiries, assisting in contract negotiations, and other documentation-related matters)Maintains a complete understanding of client business profiles, including monitoring changes in structure, personnel, products and services, etc. and partners with the Relationship Executive in designing and proposing solutions to facilitate new business development effortsPartners with the sales team at the onset of a potential or new relationship to understand the unique needs and requirements of the client and develop the service strategyensures that a suitable governance framework is in place, specific to their individual clients as it relates to their regulatory oversight requirementsService ManagementDetermines service requirements including working with the Relationship Executive, the client and operations to identify customized solutions as required, and works with the internal teams to ensure the SLAs are updated as appropriateResponds to client inquiries, Escalates and manages client issues and manages complex administrative and operational issues based on in-depth knowledge of the client’s business and structure. Works with Revenue Governance to resolve billing issues & ensures new products and services are invoiced accordinglyContributes to the development of an account profile and annual account plan for each client that includes share of wallet details and profitability, revenue opportunities, client priorities, and potential risksWorks with the Relationship Executive on developing Call Plans for each client and shares knowledge of client needs, inquiries and prioritiesPartners with the onboarding team, and coordinates future changes to products,



services or processes by advocating for the client, leveraging internal expertise to develop effective solutions and coordinating deliverables with operations and other key stakeholders (e.G. product, technology etc.) to ensure a successful transition/implementationConducts Service Reviews as mutually agreed upon with each client on an annual basis at a minimum. Coordinates Client Due Diligence meetings at client’s request in collaboration with the Relationship ExecutiveBusiness Growth and ProfitabilityAnalyzes service related data and reporting to obtain broad insights into service performance and identify opportunities for cross-sells and service enhancementsPartners with the Relationship Executive and/or Executive Director in designing and proposing solutions to facilitate new business development effortsContributes to the development of RFPs based on extensive knowledge of CIBC Mellon's products and services and client needs and prioritiesQualifications10 years industry experience preferably in client service and/or sales capacityDemonstrated deep understanding of all products and services provided to CIBC Mellon clientsProven client service skills and expertiseDemonstrated organization and prioritization skillsProject management experience to lead projects and obtain buy-in from multiple stakeholders with varying prioritiesIn-depth understanding of asset servicing technologies and client operationsEffective communication skills to maintain solid client relationships, coordinate with service delivery teams and negotiate SLAsProblem solving and analytical skills to respond to technical client inquiries and resolve issuesHybrid office environmentSome travelBilingual in French is mandatoryCIBC Mellon's ValuesGet it Right Every Day: Deliver service excellence while always acting with the highest ethical standardsPut Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forwardBe One Family: Challenge, empower and recognize your colleaguesTake Ownership: Speak up, speak out, and make things betterJob Specific CompetenciesThe salary band for this position ranges between $120,000 - $168,000.Individual pay is determined by factors such as job-related skills, market conditions, relevant experience, education, training, and internal equity.Please note, our recruitment process may include the use of AI-assisted tools.This posting is for an existing vacancy.CIBC Mellon is committed to taking all reasonable steps to accommodate the needs of all individuals. Should you require any accommodations during the recruitment and selection process, please speak with your Recruitment Consultant.#J-18808-Ljbffr

📌 Onterris Service Director In Tailings Management (Winnipeg)
🏢 CIBC Mellon
📍 Winnipeg