Senior Director, Client Care

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

What You’ll Be Doing

Client Care is CIBC’s Retail client complaint second level resolution channel. Clients are engaged when their concerns have failed to be adequately addressed through a first level channel where they do business with CIBC, such as a Banking Centre, a Contact Centre, a Product area or Digital. As the Senior Director, Client Care you will oversee a team of approximately 200 employees that investigate and resolve client complaints escalated to Client Care. Through your leadership team you will instill service excellence by cultivating a team focused on delivering a high quality and timely service experience. You will also act as a direct liaison with the senior executive team (EXCO) and the CEO Office to respond to client concerns raised through these channels. Additionally, you will promote continuous improvement to processes, policies and procedures within Client Care and across the bank that will enhance employee and client experience.

The Senior Director, Client Care is a comprehensive leader responsible for leading initiatives and programs that deliver end-to-end simplification of processes, increasing efficiency and enhancing client experience. The role manages financial and people resources across all areas of influence, providing leadership in establishing appropriate methods and measures for success through demonstrates practices, and playing a vital role in building and maintaining working relationships with business partners. The Senior Director, Client Care adaptively provides new solutions to achieve results, collaborating with the senior leadership team across various lines of business to identify areas of strategic focus and determine relative priority of process improvement efforts. The role enables process owners to be successful by developing management and measurement approaches and building a continuous improvement roadmap, leading the development of strategies to enhance process management at CIBC. To achieve broad objectives, the role leads in the development of innovative methods, techniques and evaluation.

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

How You’ll Succeed

• Leadership – Exceptional leadership skills with the ability to motivate and influence others to achieve department and/or organization goals. You have experience in overseeing large teams with broad operational scope and experience in developing leadership capabilities with senior leaders within your organization.
• Organizational Awareness – Ability to navigate the organization with ease in order to resolve client issues. Applying broad product, policy and process knowledge to support your team in completing effective complaint investigations and crafting effective solutions.
• Risk Identification and Negotiation - Ability to effectively evaluate and address reputational, media and legal risks. Strong negotiation abilities to craft fair and justifiable settlements.
• Client Focused – Service delivery oriented with a comprehensive knowledge in effective client complaint management and dispute resolution. Provides effective leadership to a team of Client Care leaders to create an environment that achieves exceptional client outcomes through operational excellence. This includes monitoring and managing performance, identifying gaps and developing action plans for improvement.
• Influencer - Independently able to develop a thorough understanding of designated client group(s) and businesses in order to recommend client-centric approaches to resolving high level, potentially high impact needs of clients. Convince business partners to adopt new or improved approaches with the overall goal of improving employee and/or client experience. Demonstrated ability to change mindsets both at the peer level and senior leadership.
• Strong Communicator - Demonstrate the ability to effectively interact, influence and manage perception of partners as it relates to client issues being managed. Handling difficult client conversations in sensitive disputes for all range of clients. Ability to craft and deliver effective communication to senior executives (including the CEO) and individual client outcomes and broader complaint trends.

Who You Are

• 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.
• You engage with your heart and mind. You care about people and understand different perspectives. You listen and learn from the experiences of others.
• You're passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity..
• 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 put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• 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, 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.

• 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.
• 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.

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-81 Bay, 18th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Process Improvements