Leadership - Lead the national Client Service team and oversee the end-to-end service experience for Commercial Banking and Capital Markets clients. Provide leadership on complex client service matters and ensure timely, effective resolution of escalations. Build team and individual capabilities through leadership, coaching, mentorship, and development opportunities.

Foster a culture of accountability, inclusion, high performance, and skilled growth. Support the development of leaders and team members in resolving complex client service issues and delivering a high-quality client experience.

Client Experience - Ensure client service is delivered in a seamless, professional, responsive, and client-centered manner. Establish and sustain consistent national standards, practices, and service expectations across the client service function. Ensure all client servicing activities adhere to applicable organizational standards, policies, guidelines, and controls.

Drive alignment across functions to deliver a connected and consistent client service experience. Set the direction for a service experience that is seamless, proactive, and centered on client needs. Champion initiatives that improve the client journey and strengthen organizational effectiveness.

Promote a client service environment defined by professionalism, responsiveness, and ease of doing business with CIBC. Lead the resolution of complex client matters and ensure clients are directed to the appropriate channels to support self-service where appropriate.

Continuous Improvement - Establish, monitor, and report on key performance indicators related to service responsiveness, client satisfaction, and service effectiveness. Leverage data, insights, and stakeholder feedback to identify trends, gaps, and opportunities for improvement. Drive continuous improvement initiatives that enhance service delivery, operational effectiveness, and the client experience.

Regularly review processes, dashboards, and performance metrics to inform priorities and future capabilities. Identify operational, compliance, and client experience risks and implement effective mitigation strategies.

Transformation - Lead transformation initiatives that enhance the client service journey, improve service delivery,



and advance digital and self-serve experiences. Apply industry best practices, emerging technologies, and internal insights to modernize client service processes and improve efficiency and effectiveness.

Collaboration - Partner with stakeholders across Commercial Banking, Capital Markets, and internal support teams to optimize workflows and strengthen the client service journey. Build and maintain strong working relationships with business leaders, relationship teams, partners, and support functions. Partner across the business to continuously elevate the client journey and exceed client expectations.

You are a leader. You have strong leadership skills with proven experience leading large, geographically dispersed teams.

You have strong relationship management, communication, and presentation skills, including the ability to communicate effectively with senior leaders, employees, partners, and clients. Established proficiency in written communication with the ability to tailor messaging to the appropriate audience.

You have a demonstrated ability to lead complex client service and experience initiatives. Strong performance management capability, including setting, monitoring, and achieving key business measures related to service responsiveness, client satisfaction, and service effectiveness. Strategic thinking and change leadership skills, with the ability to drive service transformation and adopt innovative solutions. Strong judgment, decision-making, and problem-solving skills, including the ability to interpret and adapt procedures and approaches.

You have strong knowledge of process improvement, operational design, and client journey optimization. Strong collaboration and stakeholder management skills, with the ability to build trust and resolve escalations effectively. Client-focused mindset with a track record of delivering seamless service experiences and high client satisfaction.



Demonstrated commitment to CIBC values of trust, teamwork, and accountability.

You are team-oriented and relationship-focused.

You are client-focused. You are committed to delivering strong client outcomes.

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

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.

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 [email protected]* CIBC is committed to clarity in our hiring process. 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).At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability.Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel.Every day, our 48,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.

📌 Senior Director, Client Service - Transaction Banking (Toronto)
🏢 Canadian Imperial Bank of Commerce
📍 Toronto