We’re building a relationship-oriented bank for the modern world. The Director, Client Onboarding & Service will report to the National Associate Vice President of the Client Onboarding & Service team and is accountable to direct, lead and manage a team of onboarding and service professionals responsible for onboarding and servicing CIBC Commercial Banking and Capital Markets clients. The Director is responsible for ensuring clients experience professional onboarding and servicing, while maintaining effective relationship management and maximizing cash management revenue in Canada.

The Director is responsible for providing a seamless, professional and integrated end-to-end experience for CIBC clients with a strong focus on helping Global Transaction Banking achieve its strategic goal of being #1 in client relationships. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 2 days per week on-site, while other days will be remote. Leadership – Manage a qualified Onboarding & Service team, who work directly with clients, front office personnel and other CIBC stakeholders to ensure an efficient business process is consistently executed and a positive client experience is consistently achieved.

Manage performance by providing fair and accurate feedback, emphasizing employee strengths, and clarifying performance expectations. Consultation – Provide consultation to the Cash Management Sales Team by reviewing and providing input on cash management proposals; and participating in sales presentations (when required for assigned deals) to provide implementation insights and support. Oversee the management of large scale domestic and when applicable regional and global cash management solutions by providing direction, guidance and input to team members to ensure suitability of cash management solutions offered in cash management proposals, recommend additional services/products, and review implementation project plans, to ensure cash management solutions are delivered in a coordinated and professional manner.

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Onboarding and Service – Oversee all aspects of client Onboarding and Service and build and leverage relationships with clients as well as internal and external partners. Provide regular communication to the National Associate Vice President on key issues affecting efficient and effective client Onboarding and Service, potential areas of operational risk, inadequate controls, processes that result in sub-optimal client experience as well as corresponding recommendations and proposals to improve same. Utilize project management methodology by identifying all roles and responsibilities as well as governing accountabilities while managing critical paths to coordinate/manage the onboarding project from end-to-end.

Interact with clients as needed to answer questions, assist with escalations and help address needs or concerns. Provide guidance and support to team members , identifying key training enhancement areas. Cross-Functional Collaboration – Partner, build and leverage relationships with stakeholders across Transaction Banking, Commercial Banking, Capital Markets, Operations and other internal and external partners to ensure seamless client onboarding and service delivery.

Earn their trust and achieve the support required to improve processes and procedures to help to improve client Onboarding and Service delivery. Oversee all aspects of client Onboarding and Service.

Process Transformation & Operation Excellence: Collaborate with regional and national teams to ensure policies and procedures are consistently understood, communicated, and followed across all locations. Identify and implement opportunities for process improvement and automation, collaborating with cross-functional teams to optimize workflows,



minimize operational risk and enhance client outcome. Monitor and report on key operational metrics, providing actionable insights and recommendations to senior leadership to support continuous improvement.

You're passionate about developing and coaching to bring out the best in people. You have a minimum of 5 years’ professional experience in a relationship management and leadership position and/or process background. You can demonstrate previous experience dealing with commercial or large corporate clients that involve high levels of Cash Management/Treasury You have strong understanding of procedures and risk management concepts to understand, articulate, and comply with bank standards as it relates to client requests and cash management services and products.

You have well-developed client and relationship management skills. You’re proficient with Microsoft Office suite. You have a strong command of software such as Excel, PowerPoint. You have a minimum of Bachelors or equivalent degree in Business, Finance, Accounting, or related field.

MBA, and other financial designations are assets. 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. 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.

Active

Listening, Business Insights, Client Service, Customer Experience (CX), Interpersonal Communication, Leadership, Operational Efficiency, People Management, Work Collaboratively #

📌 Director, Client Onboarding & Service (Vancouver)
🏢 CIBC
📍 Vancouver