CIBC Looking for People Leader – Client Account Management at Vancouver, BC Full Time

• 
  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.
• 
  Work from home eligibility is as follows: Private workspace at home, internet upload speed 10Mbps, Download Speed 15Mbps, and the ability to have a wired connection to a modem
• 
  Work from home equipment subject to availability

• Client Experience – Lead by example and show your team how to deepen client relationships, and meet client financial needs while providing a high standard of service. Go above and beyond to champion CIBC within the community to strengthen and retain client relationships. Encourage employees to quickly resolve client complaints, and to escalate when necessary. Conduct daily closed-loop activities with survey respondents and gain insights on ways to continually improve client treatment and reduce irritants.
• Results Driven Leadership – Build a culture of collaboration across multiple client offers so that clients are served by those best able to meet their financial needs. Monitor business performance and put action plans into place to close any gaps. Manage and minimize risk to safeguard our bank, clients and shareholders.
• People Leadership – Lead and coach a high performing team of Credit Counsellors to deepen client relationships and drive the right kind of growth. Provide meaningful development opportunities for employees and advocate for CIBC within the community to recruit employees who share and demonstrate our values.

• You are adaptable. Business needs within the Contact Centre require flexibility in shifts. Manager coverage is an important aspect of support, along with a physical presence to lead and coach. Shifts will range from our hours of operations
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.
• You are a bold and authentic leader. You’re passionate about developing and coaching to bring out the best in people. You have led diverse, high performing teams.
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• You’re driven to succeed. You are motivated by accomplishing your goals and delivering your best to make an impact.
• You’re a certified professional. Call Centre and previous experience in People Management are both assets
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork, and accountability.

• We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a health benefits program, defined benefit pension plan, an employee share purchase plan 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.

• 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.

Vancouver-1380 Burrard 5th flr

Regular

37.5

Banking Products, Bank Products, Call Center, Call Center Management, Client Account Management, Coach Team Members, Communication, Conducting Meetings, Customer Experience (CX), Metrics Analysis, Metrics Driven, Metrics Reporting, Net Promoter Score (NPS), People Leadership, Performance Metrics