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About the Role
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.
Responsibilities
- 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.
- Design, develop, and deliver training programs that support onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication best practices.
- 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.
- 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.
- 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.
- 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.
Requirements
- Demonstrate experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement.
- Experience working with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools is an asset.
- Must be legally eligible to work at the specified location(s) and have a valid work or study permit if applicable.
- May be asked to complete an attribute-based assessment and other skills tests.
Skills
- Accountability
- Client Service
- Client Service Excellence
- Leadership
- Service Standards
Location
- IL-Chicago
Work Type
- Regular
- Full-time
Experience Level
- Senior
- Experienced
Education Level
- Degree/diploma in business, finance, operations, adult education, or a related field.
Salary/Compensations
- $250,000 - $350,000
- May be eligible to participate in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus component.
Benefits
- Medical
- Dental
- Vision
- Health Savings Account
- Life Insurance
- Disability
- Other Insurance Plans
- Paid Time Off (including Sick Leave, Parental Leave and Vacation)
- Holidays
- 401(k)
- Competitive salary
- Incentive pay
- Banking benefits
- Benefits program
- Vacation offering
- Wellbeing support
- MomentMakers recognition program
- Purpose Day (paid day off for growth and development)
About the Company
- We’re building a relationship-oriented bank for the modern world.
- 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.
- 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.
Equal Opportunity
- 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.