Sr Manager, CIBC Trust Practice Service Management DTO-410

Sr Manager, CIBC Trust Practice Service Management DTO-410

01 May

01 May



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 feel empowered at work. Our team members have what they need to make a meaningful impact and feel truly valued for who they are and what they contribute.

To learn more about CIBC, please visit

Job Description

What you’ll be doing

The Senior Manager, CIBC Trust Practice & Service Management, will act as the subject matter expert (SME) for both the Senior Estate & Trust Consultants Group (STECs) and other internal partners (e.g. National Estate Centre). This includes the development,

implementation and execution of learning programs and various strategic initiatives to improve the technical expertise of STECs and drive stronger client relationships through Estate planning.

This individual will be responsible for the ultra-high net worth offerings and also act as the liaison between Head Office and the STECs to create a proactive client service environment and maximize team productivity. In addition, this individual will provide service level management which includes monitoring of service level commitments and complaint/escalation resolutions. The Senior Manager, CIBC Trust Practice & Service  Management will also work closely with regional Trust and Estates Directors to monitor sales results and increase revenue.

How you’ll succeed

Practice Management. Act as SME and provide ongoing training and mentoring to increase the knowledge and effectiveness of the team and develop and deliver learning  programs that align with the business strategic direction by conducting needs assessments to identify knowledge, skill and performance gaps. Ensure efficiencies and consistencies are maintained according to existing SLAs. Continually evaluate the impact on the clients’ needs and experience when assessing process design changes and/or strategic opportunities. Function as liaison between Head Office and STECs, to improve the delivery of trust services and enhance the client experience.

Relationship Management. Assist STECs with ultra-high net-worth opportunities by creating sales leads, shortlisting client opportunities and vetting proposals, creation of sales  proposals, planning of meeting strategy, and attending meetings with prospects and/or COIs (where applicable). Work directly with Regional Trust Directors to track and improve client engagements, pipeline activities and sales results. Conduct periodic account reviews, solicit updates from the Relationship Manager and regularly engage with ultra-high net-worth clients to ensure delivery of high quality service

Service Level Management. Oversee the service level standards to ensure adherence and address deficiencies. Periodically review standards for relevancy and effectiveness. Complaint/Escalation Resolution - objectively investigate all client, partner and inter-departmental escalations and complaints; facilitate resolution and make recommendations for corrective action as appropriate.

Managerial Leadership. Manage performance by providing on-going coaching, feedback, identifying and removing obstacles to performance and explaining how performance expectations align with business priorities. Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently.

Who you are

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

You’re a certified professional. You have current accreditation and good standing of TEP and/or MTI designation, or you will complete within a specified timeframe.

You can demonstrate well-developed knowledge of estates/trust law. Extensive experience in estate and trust administration

You're driven by collective success. You know that collaboration can transform a good idea into a great one. You understand the power of an inclusive team that enjoys working together to bring a shared vision to life

Values matter to you. You bring your real self to work and you live our values - trust, teamwork and accountability.

What CIBC Offers

At CIBC, our people are our greatest asset. You’ll become part of a diverse community that acknowledges everyone’s unique talents, and empowers teams to do what’s right for the client, and to do it well. As part of our team, you will:

- Thrive: Benefit from an open and approachable culture that provides the flexibility and support you need to integrate your life at work and at home

- Connect: Work in a place where the right technology and infrastructure fosters innovation, collaboration and creativity

- Develop: Grow your skills and career through our best-in-class onboarding experience, ongoing learning opportunities, individual development planning, and comprehensive product training

- Prosper: Share in our collective success with a competitive salary, incentive pay, banking benefits, health benefits program, and employee share purchase plan

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 during the application or interview process, please contact [email protected]

- 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

Expected End Date


Job Location

Toronto-200 King St. W., 7th

Employment Type


Weekly Hours


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