Team Leader, Business Client Advice Center - Bilingual

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 a Team Leader you will join our Business Client Advice Centre (BCAC) reporting to the Senior Manager & Team Lead, Business Banking. In this role, you will lead a group or 10-12 Business Advisors and Business Analysts who provide business banking product and sales expertise to existing and prospective clients and our Personal Banking/Imperial Service team members. You’ll provide leadership, coaching, training and support on all parts of the Business Banking sales cycle, the client journey and after-sales support. You’ll be accountable for delivering an exceptional internal and external client experience to support CIBC’s vision of being a leader in client relationships and increasing client loyalty. The role will interact with both clients and internal Personal Banking and Imperial Service team members to provide advice, assist with client escalations, including stepping in as back up during busy times, to support the team when needed.

At CIBC we enable the work environment most optimal for you to thrive in your role. You can effectively perform work activities remotely, and will only be required to be on-site on an occasional basis. Details on your work arrangement will be discussed at the time of your interview.

All employees are required to meet the Agent@Home program requirements and be able to attend your primary work location within two hours’ notice for any business-related purposes.

Agent@Home Program Requirements

• Ability to work independently as an Agent @ Home with a secure workspace, in a room or office with a door that closes it off from noises and distractions. 

• Wired Internet connection, capable of continuously supporting excellent call quality and high-speed response rate (Internet connection can be connected to modem through hard cable (not wireless) with a minimum download speed of 15 mbps and upload speed of 10 mbps).

• Satellite internet providers are prohibited and cannot be used due to the impact on call quality and the stability of service.

The Business Client Advice Centre (BCAC) is open Monday to Friday from 8:00 AM to 8:00 PM ET and Saturday from 10:00 AM to 7:00 PM ET. You must be able to work flexible hours on a rotating basis to accommodate client and branch schedules. Hours could change to accommodate future branch hours and to support branches nationally.

How you'll succeed

• Leadership – Provide guidance and expertise on assessing client needs, product suitability, negotiating and closing sales, understanding financial and business credit information as well as providing expertise on internal processes, policies and applications. Lead or support client meetings where needed and champion a positive CIBC client experience, behaviours and deepen client loyalty. Act as first point of escalation, working directly with clients and Personal Banking/Imperial Service team members to address escalated issues ensuring prompt resolution as well as investigating root cause.

• People Management – Build team and individual capabilities by providing development opportunities to ensure employees are capable of performing at/or developing to job requirement standards. Manage individual and team performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities. Monitor the quality of the employee/client interactions via Verint while providing benchmarks, call standards, guidance and coaching on a consistent basis.

• Collaboration - Build strong relationships with key partners by working closely with Credit Risk Management, Retail Lending Services, Retail Account Services, Personal Banking and Imperial Service to resolve any challenges including but not limited to account opening/management, cash management, credit and risk issues. Manage all dealings internally and with clients in a manner consistent with the standards prescribed by CIBC policies and procedures.

Who you are

• You are a bold and authentic leader.  You're passionate about developing and coaching to bring out the best in people with experience in leading diverse, high performing teams 

• You have previous experience in both a people leadership role and advisory sales role with a demonstrated track record of success.

• You can demonstrate a well-developed knowledge of Business Banking products and services (lending, cash management, GICs and banking centre services) with the ability to read and interpret financial statements, credit bureaus an other financial documents.

• You put our clients first. You have well-developed client and relationship management skills. You engage with purpose to find the right solutions. 

• You act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results.  

• You have completed an undergraduate degree/diploma in Business, Finance, Accounting, or a related field. 

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability. 

• You're fluent in French and English to serve our clients in the community.

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

• 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 tests (such as simulation, coding, French proficiency, MS Office). 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

Employment Type

Weekly Hours

Skills