Manager, Client Support

Overview

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

As the primary point of contact for CPIC administrative matters, you will manage daily activities, coordinate resources, and ensure effective communication and issue resolution. You will work closely with the Managing Director to develop tailored procedures, oversee headcount and resource allocation, and collaborate with HR and other business partners. The CPIC Administrator will play a key role in driving business initiatives, optimizing administrative operations, and fostering strong partnerships across the organization. This pivotal role will provide leadership and oversight to the Associate-level employees supporting our Investment Counsellors.

This Manager, Client Support position is a critical position of the CPIC management office team. The purpose of the role is to provide support, typically of an operational or tactical nature, to the CPIC Managing Director. The role requires effective management of the demands of the Managing Director to achieve operational goals by coordinating and ensuring implementation of multiple management functions associated with the conduct of the daily business. The Manager, Client Support is responsible for providing a high level of service to internal and external clients through effective consultation with the ICs, internal partners, and head office. The Manager, Client Support is also responsible for the ongoing leadership, direction, and coaching of CPIC Client Support Specialists and Assistants. Candidates may be considered for opportunities in Vancouver, Calgary, Edmonton and Toronto.

At CIBC we enable the work environment most optimal for you to thrive in your role. You’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.

How You’ll Succeed

• People Management - Manage the support staff members, ensuring they receive adequate guidance in their day-to-day activities. You will coach, mentor, and develop your team, overseeing the onboarding of new employees and fostering their professional growth. Additionally, create a supportive environment that encourages initiative and promotes consistent performance among team members. Manage staffing needs in partnership with the Managing Director, oversee HR processes (hiring, payroll, documentation), and maintain compliance with relevant policies and regulations. Gather and act on employee feedback, develop action plans to address concerns, and promote strong, professional relationships with business partners.
• Operational- Essential to this role, you will create a culture of operational excellence. You will assist the Managing Director with coaching initiatives for ICs and their associates on sales planning and communication of sales strategies. You will monitor referral and sales quality, and assist the Managing Director with preparing sales-focused meetings. Identify and escalate process improvements, ensure effective use of support tools, and implement efficient complaint handling processes. Monitor and control business budgets and expenses to ensure profitability and compliance. Where applicable, acts as the point person on premises, liaises with various stakeholders – such as landlords & Head Office – to resolve premises and real estate issue and support the implementation of new technology systems or upgrades and firmwide initiatives; providing appropriate product knowledge and technical training to employees where needed.
• Business Acumen- You operate with considerable independence to identify priorities and address policy and program implementation and customization requirements, in a fast-paced environment and on complex projects comprised of internal and external partners and vendors and fostering strong relationships. You will maintain current knowledge of the industry, Brokerage and Retail segments, and the complexities and characteristics of the business, requiring travel within Canada.

Who You Are

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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.

What you need to know

Job Location

Toronto-81 Bay, 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Active Listening, Business Initiatives, Client Service, Collaborating, Customer Experience (CX), Decision Making, Hiring, Interpersonal Communication, Leadership, Operational Efficiency, People Management, Product Knowledge, Work Collaboratively

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