Senior Director, Client Effectiveness

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

Our Private Wealth team is focused on delivering a consistent, high-quality client experience across every stage of the client lifecycle. As a senior client service leader, you'll lead the strategy, standards, and execution that help service teams deliver responsive, personalized, and compliant support to our Private Wealth clients. You'll lead and develop a team of experienced professionals, create and oversee the client service training strategy, and establish service standards, service level agreements, and escalation protocols that support firm-wide consistency. You'll work closely with partners across Wealth Management, Operations, Compliance, Technology, Marketing, and Client Experience to improve workflows, strengthen service governance, and enhance the overall client experience. You'll also monitor service performance, lead high-priority escalations, and drive continuous improvement initiatives that reduce friction, improve turnaround times, and help scale service excellence.

How you'll succeed

People leadership and coaching - Lead, coach, and develop a high-performing client service team by setting clear expectations, strengthening accountability, and building a culture of responsiveness, quality, and ownership.

Training and enablement - Design, develop, and deliver training programs that support onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication best practices.

Service standards and governance - Define and maintain firm-wide client service standards, service level agreements, escalation pathways, and service playbooks to support consistency across onboarding, servicing, reviews, and offboarding.

Continuous improvement - Review service performance trends, identify root causes of recurring issues, and redesign workflows to improve efficiency, reduce turnaround times, and enhance the client experience without adding unnecessary complexity or cost.

Cross-functional partnership - Partner with Wealth Management, Operations, Compliance, Technology, Marketing, and client-facing teams to implement service model enhancements, technology improvements, and policy updates that strengthen service delivery.

Escalation and performance oversight - Lead the resolution of high-priority client service issues, implement governance routines such as service reviews and key performance indicator dashboards, and report progress and improvement opportunities to senior leadership.

Who you are

You are a caring and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and inspiring successful team performance.

Your influence makes a difference. You know that relationships and networks are essential to success. You inspire outcomes by sharing your expertise.

You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.

You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life.

You can demonstrate experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement. It’s an asset if you have experience working with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools.

You have a degree/diploma in business, finance, operations, adult education, or a related field.

You live your values. You bring high standards, genuine care to your relationships, and want to grow with an employer that shares your values and brings out your best.

California residents — your privacy rights regarding your actual or prospective employment 

 

 At CIBC, we offer a competitive total rewards package. This role has an expected salary range of $250,000 - $350,000 for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component. CIBC offers a full range of benefits and programs to meet our employee’s needs; including Medical, Dental, Vision, Health Savings Account, Life Insurance, Disability, and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays and 401(k), in addition to other special perks reserved for our team members. 

 

This position does not offer visa sponsorship.  

  

#LI-TA  

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 benefits program*, 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.

*Subject to plan and program terms and conditions

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, 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.
• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

California residents — your privacy rights regarding your actual or prospective employment

Job Location

IL-Chicago, 181 W Madison Fl 35

Employment Type

Regular

Weekly Hours

40

Skills

Accountability, Client Service, Client Service Excellence, Leadership, Service Standards