Associate, Client Management Services

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

To learn more about CIBC, please visit CIBC.com

The goal of CIBC’s Capital Markets business is to be the premier client-focused Capital Markets based in Canada. To deliver on this, the capital markets arm of CIBC provides a wide range of credit, capital markets, investment banking, merchant banking and research products and services to government, institutional, corporate and retail clients in Canada and in key markets around the world.

What You'll Be Doing

Client Management Services (CMS) team has the mandate to onboarding direct clients, funds, shared clients and broker counterparties for the Capital Markets lines of business as well as to manage a robust and effective client lifecycle process for Capital Markets clients. The CMS team is responsible for end-to-end client onboarding activities within the above specified space, which consists of client data and information collection through research and interaction with numerous stakeholders including, Front Office, Legal Documentation, Credit, Operations and clients. Accurate client data is captured, validated, stored and maintained throughout the client’s lifecycle with CIBC Capital Markets, together with supporting documentation, to meet various regulations and reporting needs.

Reporting to the Director, the incumbent executes and/or facilitates the end-to-end client onboarding activities for direct clients, new and existing funds, shared clients and brokers as well as performs regular and ad-hoc activities to ensure a consistent client lifecycle data management environment. The incumbent may be required to participate in and support Capital Markets strategic initiatives under the leadership of the Executive Director and/or Head of Client Service & Data Management.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How You'll Succeed

Client Management Services - Work directly with Director to lead the team on setting priorities for daily activities, manage escalations raised by the team, respond to inquiries, and produce SLA and productivity metrics.

• Manage high complexity cases and assignments and establish best practices for the team.
• Meet established individual and team activity targets and SLA’s while managing tasks in a fast and dynamic working environment. The expectation is to execute responsibilities with efficiency and high level of accuracy.
• Apply understanding of the CIBC CM client onboarding, AML processes and workflows, and securities regulations (Dodd Frank, Canadian Trade Reporting, EMIR, MiFID, etc) in order to support the needs of the Front Office and clients with relationships ranging from Sales/Trading, Loans, and Advisory Services.
• Act as the primary contact for the Front Office to provide the overall status and progress on client and product onboarding requests including inquiries and issues management.
• Identify inconsistencies in client and product data with the objective of remediating these discrepancies or gaps within CDM applications.
• Manage individual and team email inbox in a timely manner while addressing the inquiries and requests professionally
• Participate as a subject matter expert in project assignments and application testing activities to support various system enhancements on GEO (Global Entity Onboarding), CDR (Client Data Repository), and CORA (Client Onboarding and Regulatory Application) but not limited to these internal CIBC applications.
• Identify opportunities for automation and enhancements to current processes and procedures that support operational efficiencies and contribute to a client centric operating model and environment.
• Expected to self motivate and prioritize multiple deadlines associated with front office or senior management requests.
• Create training material and documentation for training new and junior colleagues by sharing knowledge and experience related to the job mandate.
• Ensure client onboarding procedures are followed and reflect new regulatory requirements, policy changes, and procedural changes as they evolve and are introduced into the operations of the team.
• Resolve issues and/or delays associated with a client or product onboarding requests and AML refresh cases and escalate to senior management as required.
• Validate client and product information through a “triage” process to ensure high quality information is collected, inputted, and managed on Client Data Management (CDM) repositories and applications prior to being handed off to the next step of the client onboarding process.
• On behalf of the Front Office, coordinate onboarding activities as required by Legal, Compliance, EAML, Operations, Trade Control, Client File Admin, Client Services, Credit, etc.
• Enforce and adhere to CIBC policies and departmental procedures at all times.
• Participate in adhoc and planned project testing and implementations against CDM applications as needed during off hours.

Relationship Management - Effectively manage relationships with clients and internal stakeholders, including Senior Management in Front Office, as well as Legal, Compliance, Technology and Operations stakeholders. Work collaboratively with team members to ensure overall team competency remains at a high level through cross training of relevant skills and industry knowledge.

Who You Are

• Customer Service Management: Well defined knowledge of tools and techniques for maintaining an environment where all understand, and are committed to, providing excellent service to internal and external customers. Strong sense of accountability and ownership over client experience and end-to-end client on-boarding processes.
• You are good in Relationship Building. Strong relationship management skills with a focus on customer service.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability
• Technology Management: Must possess some technical skills and have a comfort level working with existing and new technology and software applications. It is nice to have some data management experience and applicable techniques.
• You are good in Execution. A proven track record of effective execution and achieving results in a face paced and demanding environment.
• You have relevant Experience and Education. Minimum of 5-7+ years of experience in the area(s) of Client Onboarding, Trade Control/Trade Desk Support or Operations preferably in the Capital Markets line of business. You have University degree, with background in finance and accounting is an asset.
• You are a strong Communicator. You have excellent verbal and written communication, problem solving and analytical thinking skills. Ability to diffuse complaints and negotiate compromises. Ability to influence decisions and gain consensus with multiple stakeholders where needed. Ability to directly address conflicts and escalate issues, when and where appropriate, maintaining a sense of urgency to ensure onboarding targets are met.
• You are a Decision Maker and Critical Thinker: Excellent ability to analyze situations fully and accurately and reach productive decisions. Ability to think outside the box and apply innovative and creative problem solving to every situation. Ability to analyze and discuss alternatives with multiple stakeholders.
• Must have a strong continuous improvement mindset. Identifying opportunities for operational enhancements and process efficiencies.
• Process Management: Must possess the ability to learn, understand, and apply new business or workflow process.
• You are Flexible and problem solver - Readily and comfortably able to leverage technology to drive results and efficiencies. Flexible and able to adapt to changing situations and ability to work in a very fast paced and demanding environment. Excellent problem solving, and time management skills. Must have a strong continuous improvement mindset, identifying opportunities for operational enhancements and process efficiencies.
• You have Business Knowledge. Must have Capital Markets clientele, business and product knowledge to easily understand and support the client onboarding lifecycle across Sales/Trading, Lending and Advisory services globally. Familiarity with Institutional clients: Asset Managers, Insurance Companies, Pensions, Sovereign Wealth Funds, etc. Knowledge of Retail, Commercial and Wealth business and their clients within CIBC or other Banks is an asset.
• Good research, analysis and documentation skills to collect, validate and consolidate the required data/information into appropriate formats.
• You have knowledge of Regulatory Environment - Financial Services. Must have knowledge of applicable foreign and domestic jurisdictional and company-specific regulations, policies and guidelines affecting business practices. In particular knowledge of AML/KYC, Taxation, Operations, miscellaneous trade reporting requirements (Dodd Frank, EMIR, MiFID, CAT NMS, IIROC, etc.) requirements is considered a key asset

What CIBC Offers

At CIBC, your goals are a priority. We start with your strengths and ambitions as an employee and strive to create opportunities to tap into your potential. We aspire to give you a career, rather than just a paycheck.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan 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.

What You Need To Know

• 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.
• 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]

Job Location

Toronto-161 Bay St., 9th

Employment Type

Regular

Weekly Hours

37.5

Skills

Anti-Money Laundering (AML), Anti Money Laundry, Client Data Management, Client Onboarding, Data Management, Due Diligence