Head of US Commercial Client Onboarding and Client Service
About the role
The Treasury Management and Commercial Banking Service team plays an important role in delivering a consistent, high-quality client experience from initial onboarding through ongoing service. As a senior leader in Client Onboarding & Service Delivery, you'll define and drive the vision, strategy, and operating model for onboarding and client service across a complex, multi-location organization.
Responsibilities
Lead the vision and strategy for onboarding and client service across Treasury Management and Commercial Banking.
Translate strategic priorities into an effective service model, clear operating standards, and a target client experience that supports business growth and scalability.
Direct onboarding and servicing operations across multiple locations, ensuring strong execution against service commitments, quality expectations, operational targets, and risk requirements.
Establish governance routines, scorecards, and performance disciplines to monitor outcomes and drive accountability.
Act as the senior accountable leader for complex onboarding and service scenarios, resolving escalations and strengthening client outcomes.
Represent the voice of the client in decision-making and identify opportunities to improve satisfaction, service consistency, and relationship value.
Lead the adoption and scaling of transformation initiatives across the service organization. Partner with transformation, technology, and business effectiveness teams to simplify processes, reduce manual work, improve straight-through processing, and prepare teams for future-state capabilities.
Build strong relationships with Treasury Management Sales, Commercial Banking Relationship Managers, Product, Technology, Risk, Operations, and other partners to remove barriers, align priorities, and improve sales-to-service integration.
Influence enterprise decisions so onboarding and service needs are reflected in planning and execution.
Build and lead a high-performing leadership team with a strong focus on accountability, talent development, succession planning, and employee engagement.
Foster a culture of client centricity, continuous improvement, and shared success across the organization.
Requirements
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 look beyond the moment. You know what you do will make a difference today and tomorrow. You look for new opportunities to define what's possible. You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results. You can demonstrate experience in leading large-scale client onboarding, service delivery, operational excellence, and transformation initiatives within treasury management, commercial banking, financial services, or a related environment. It’s an asset if you have experience with service model design, process optimization, governance, and performance management across geographically distributed teams.
Qualifications
Experience in leading large-scale client onboarding, service delivery, operational excellence, and transformation initiatives within treasury management, commercial banking, financial services, or a related environment.
Experience with service model design, process optimization, governance, and performance management across geographically distributed teams.
Skills
Active Listening
Business Insights
Client Service
Customer Experience (CX)
Leadership
Operational Efficiency
Partnership Management
Tactical Planning
Work Collaboratively
Benefits
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.
Pay
The expected salary range for this role is $225,000.00 - $300,000.00 for the market based on experience, qualifications, and location of the position.
Schedule
Weekly Hours: 40