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 (https://www.cibc.com/en/about-cibc.html) **What you’ll be doing** As the Assistant Vice President, Client Onboarding & Service, you will report to the SVP, Transaction Banking and are accountable for directing, leading, and managing a national team of implementation and service professionals responsible for onboarding and servicing CIBC’s Commercial and Capital Markets clients. This also includes Independent Business, Mid Market, High End-Mid Market, and Large Corporate segments. You will lead a large national team located in different offices across Canada in providing a seamless, professional, and integrated end-to-end experience for CIBC clients, with a strong focus on supporting Global Transaction Banking’s strategic goal of being #1 in client relationships. You will ensure the delivery of innovative and strategic solutions, providing clients with a seamless, professional onboarding experience while upholding the highest standards of service and relationship management. This role will enable you to drive operational excellence and process transformation nationally, collaborating cross-functionally to optimize workflows, mitigate risks, and maximize cash management revenue, ensuring CIBC remains a trusted partner for clients nationwide. _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 Onboarding & Service Delivery -** Lead the national Client Onboarding and Service team, overseeing more than 150 professionals responsible for servicing and onboarding Commercial Banking and Capital Markets clients across Canada. Oversee the day to day management of the Client Onboarding and Service team, including but not limited to all aspects of client onboarding, ensuring efficient, compliant, and client-centric processes are executed nationally. In addition, the team provides support to the commercial banking sales and relationship management teams with basic business product and services, as requested by their clients. Provide regular communication to senior leadership on key issues impacting onboarding efficiency, operational risk, and client experience, along with recommendations for improvement. Utilize project management methodologies to coordinate and manage onboarding projects from initiation to completion, clearly defining roles, responsibilities, and accountabilities. + **Leadership & Team Management -** Manage and mentor region-specific leads, fostering a culture of excellence, accountability, and continuous development to ensure high performance and professional growth. Establish an environment that promotes accuracy, completeness, and straight-through processing, enabling operational efficiency and a consistently positive client experience. Serve as the primary point of contact for client and team escalations, ensuring prompt resolution and driving strategic initiatives based on root cause analysis. Recognize and reward employee contributions, address employee-related matters consistently, and provide fair, accurate feedback to clarify performance expectations. + **Process Transformation & Operational Excellence -** Drive the transformation program for onboarding and service processes to drive efficiency, automation, and enhanced client outcomes, leveraging industry best practices and emerging technologies (e.g. robotics and AI). Drive improvements resulting in measurable increases in onboarding efficiency and client satisfaction. Own and maintain all policies and procedures for client onboarding and service, ensuring regular review, timely updates, and alignment with regulatory requirements and organizational standards. Collaborate with regional and national teams to ensure policies and procedures are consistently understood, communicated, and followed across all locations. Identify and implement opportunities for process improvement, collaborating with cross-functional teams to optimize workflows and minimize operational risk. Monitor and report on key operational metrics, providing actionable insights and recommendations to senior leadership to support continuous improvement. + **Cross-Functional Collaboration -** Build and leverage relationships with stakeholders across Commercial Banking, Capital Markets, front office, back office, and other internal and external partners to ensure seamless client onboarding and service delivery. Partner with Cash Managers, Relationship Managers, and Client Sales Support to promote cross-sell opportunities and deepen client penetration. Support Global Transaction Banking (GTB) teams in testing and validating new solutions during launches, ensuring operational readiness and a smooth client experience. Work closely with change management teams to provide input and support for training programs, ensuring that all impacted teams receive adequate training and resources during the launch of new solutions and process changes. + **Client Consultation & Support -** Provide expert consultation to the Cash Management Sales Team, reviewing and advising on cash management proposals and participating in sales presentations as needed. Oversee the management of complex domestic, regional, and global cash management solutions, ensuring solutions are tailored to client needs and delivered professionally. Interact directly with clients (if required) to address escalations, resolve issues, and ensure client expectations and promoter score targets are consistently exceeded. Guide and support analysts, identifying training needs and contributing to the development of strategic initiatives that enhance client support. **Who You Are** + **You can demonstrate experience with** operational risk management, compliance requirements, and control frameworks relevant to client onboarding and service activities. You have a strong understanding of commercial banking and capital markets, including cash management solutions, revenue drivers, and industry trends. + **You’re goal oriented.** You have advanced skills in project management methodologies, with experience coordinating complex onboarding projects, defining roles and responsibilities, and managing critical paths to ensure successful outcomes. + **You are a caring and accountable leader.** You have a proven ability to lead large, geographically dispersed teams at a national level, fostering a culture of excellence, accountability, and continuous improvement. + **You put our clients first.** You have a deep understanding of end-to-end client onboarding and service processes for Commercial and Capital Markets clients, with a focus on delivering seamless, professional, and integrated client experiences. + **You embrace and advocate for change.** You drive operational efficiency and process optimization, including the ability to identify opportunities for automation and implement best practices to enhance service delivery. You act as a change agent, leading transformation initiatives and adapting to evolving business needs in a dynamic environment. + **Your influence makes a difference** . Strong track record of building and leveraging relationships with internal and external stakeholders, including Cash Managers, Relationship Managers, front office, back office, and support teams, to achieve business objectives. You can manage escalations and resolve issues promptly, maintaining high client satisfaction and promoter scores. + **Values matter to you.** You bring your real self to work, and you live our values – trust, teamwork, and accountability. \#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*, defined benefit pension plan*, an employee share purchase plan, 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 Mailbox.careers-carrieres@cibc.com + CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. + 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 test (such as simulation, coding, French proficiency). + We use artificial intelligence tools during the recruitment process. 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. **Job Location** Toronto-81 Bay, 12th Floor **Employment Type** Regular **Weekly Hours** 37.5 **Skills** Business Models, Business Objectives, Leadership, Operational Leadership, People Management, Planning Operations, Strategic Objectives, Strategy Development At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability. Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel. Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.