Job Number: J0926-0304

Category: Client Service Delivery

Employment Type: Full Time

City: Toronto

Posting Date: October 2, 2026

Closing Date: October 16, 2026

Company Information

CIBC 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 innovative thinking and give our employees the support and resources they need to turn excellent 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 Overview

Reporting to the Assistant Vice President, Client Operations Management (COM), the Director, Client Operations Management (COM) is a key strategic role delivering our top clients with a single point of escalation and coordination across the Accounting organization, including Institutional and Pension Accounting (IPA), Global Risk Solutions (GRS) and Limited Partnership Accounting and Administrative Services (LPAAS). They are responsible for service delivery and client satisfaction for the most sophisticated/complex clients.

The COM team is the initial point of contact for the in scope clients’ operational escalations and inquiries. The COM team will partner with the applicable operational teams to proactively support client change events and monitor service quality and service performance. The COM team is also responsible for the day to day oversight of the team’s applicable service providers and vendors, including BNY.

They serve as a senior-level resource, mentoring, guiding, and coaching Associate Directors to support their growth and effectiveness.

Responsibilities





Client Relationship Management

- Acts as the primary point of contact for the most sophisticated/complex clients on operational matters within IPA, GRS and LPAAS.
- Drives executive level client engagement, acting as a senior escalation point and strategic advisor for top-tier clients.
- Builds strong client relationships by understanding business goals and delivering solutions aligned with their needs.
- Participates in regular operational client review meetings, performance reporting, and issue resolution processes.
- Advocates for the client by leveraging internal subject matter experts within CIBC Mellon’s accounting and performance functions to ensure client service expectations are met, resolving and assessing identified issues/concerns, and championing efficiency opportunities within the client’s organization.
- Works with the business development team on opportunities with prospective client firms.
- Support operational thought leadership through client training and education.

Operations Oversight

- Oversight of day-to-day operations of key client accounts, ensuring adherence to SLAs, KPIs, and compliance requirements.
- Implements and monitors operational controls and risk mitigation strategies.
- Participate in Service Reviews, Due Diligence and Questionnaires.
- Anticipates market trends and client needs, shaping proactive operational strategies to maintain competitive advantage.
- Influences enterprise policy and governance related to client operations

Process Improvement & Strategic Initiatives

- Develops the strategic accounting and performance operational road maps for directed clients and manages the programs for these road maps.
- Works directly with the relationship team to understand client challenges, define potential solutions for directed clients.
- Collaborates with senior leadership on strategic planning and business development support.

Financial Management





- Identifies opportunities for upselling and cross-selling accounting and performance operational solutions.

Team Leadership & Development
- Fosters a culture of accountability, continuous improvement, and client centricity.
- Acts a senior level resource and mentors, guides and coaches the Associate Directors
- Participation and representing the business at industry/professional events.

Qualifications Specific Knowledge & Skills (not preferred or an asset)

- 10+ years of progressive experience within a financial institution
- Bachelors Degree in Business Administration, Finance, Accounting, Operations Management or related field
- Advanced/graduate degree or completion of the CFA, CPA, CIM, CIPM or FRM, or similar programs is an asset
- Significant depth and experience with financial services products and services with a proven ability to navigate challenges to reach execution
- Excellent communication, negotiation and interpersonal skills
- Analytical and strategic thinking with a solution-oriented mindset
- Understanding of trends/issues in the securities, asset manager and asset owner industries

Working Conditions Unique to Job (i.e.

Standard Office

Environment)

- Some travel may be required

CIBC Mellon's Values Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward

Be One Family: Challenge, empower and recognize your colleagues

Take Ownership: Speak up, speak out, and make things better

Job Specific Competencies

- The 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.

📌 Director, Client Operations Management (Toronto)
🏢 CIBC Mellon
📍 Toronto