Senior Director, Regional Office

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

Reporting to the Region Head, you’ll be a purpose driven leader who provides leadership and expertise in directing and managing all sales, service and operational activities across multiple client offers within the Ontario East Personal Banking (PB) region, to deliver on our client commitment and drive growth in business results. You’ll lead a team of consultants focused on enabling the delivery of our purpose and the execution of national sales and service strategies, tactics and initiatives across markets and banking centres within the region. You will be accountable for providing leadership at the regional level for operational, governance and control matters. The Senior Director and their team act as the regional point of escalation and primary point of contact with CIBC infrastructure groups.

As a Senior Director you’ll build a capable and motivated team through proactive talent management, create a positive work environment, promote CIBC, and build a strong reputation in the Region, resulting in superior client experiences and CIBC growth that exceeds our peers. You’ll lead and coach your team to deliver the client promise and drive growth in results to achieve the region’s business plans. You’ll proactively act as an owner, working to ensure that banking centres are deepening client relationships, acquiring new clients and improving year over year performance in NPS, employee engagement and net sales growth across the region. You’ll execute all national sales and service initiatives as designed to create a consistent employee and client experience across the banking centre network and provide operational expertise at the regional leadership table focused on protecting our Bank, our shareholders, our clients, and our employees by ensuring robust governance and control measures are executed as designed.

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 Delivery Experience - You will improve the overall client experience by being purpose driven, role modeling how to deliver the client promise commitment, deepen client relationships, meet clients’ financial needs and provide a high standard of customer service. You will implement across the region, national best practices and national sales and service strategies for improving the client experience and deepening client relationships in all offers to increase the CIBC share of wallet, to decrease the rate at which clients attrite and to ensure that we have offered the appropriate products and services clients need based on an understanding of their financial goals. You will act as a point of regional escalation for front line client issues, leveraging national office contacts where necessary, to resolve client issues. You will create a culture of empowerment where all employees collaborate to delight the client and client concerns/issues are dealt with immediately. You will work with national team stakeholders, support financial and FTE planning activities to ensure that regional input is provided into the planning process. Work with Market Vice Presidents to identify gaps to plan and execute on national sales and service strategies to close any gaps to plan. Sales & Service Effectiveness - You will provide support for the execution and implementation of the national and regional business plans, standards, initiatives, and established activities ensuring effective execution of national sales and service strategies. You will act as the regional liaison with national and regional partner groups to ensure alignment in execution of national sales & service strategies. You will review and assess regional and market performance and partner with the regional leadership teams to identify opportunities to improve sales, service, and advice capabilities. You will facilitate planning, identify opportunities and recommend action plans as in the following examples: Execution of sales campaigns, wild card assignments, pipeline management, NPS action plans and tool usage; Coach market and frontline leaders on FTE plan execution and workforce management to maximize resource use efficiency and to maximize return on investments made in expansion and/or reallocation of resources; Monitor and respond to financial plan results including net sales plans, revenue and DOE; Monitor results and provide coaching on development program completion rates and work with MVPs to action areas of low completion Operational Effectiveness – You will provide operational support for the execution and implementation of the national and regional business plans, standards, initiatives and established activities ensuring effective execution of national operations and risk & compliance strategies. You will provide leadership, guidance, and direction to ensure consistent and standard application of operational processes and procedures in the Region, which are compliant with CIBC policies. Lead and coordinate business recovery / continuity activities when there is an emergency which is regional level in scope, and act as the regional lead for business recovery/continuity activities that are regional or national in scope. Ensure that the Business Recovery Plan (BRP) for the Region is maintained and is current at all times. Governance and Controls - In partnership with the Director, Risk Insights & Monitoring (as well as other key partners in Business Controls, manage the non-credit risk profile of Personal Banking in the Region by making recommendations and implementing new procedures aligned to national policies to support the effective management of non-credit risk. In partnership with the Director, Risk Insights & Monitoring, Business Risk Leaders, MFDA branch managers, identify key areas of non-compliance and/or high risk. You will oversee the development and execution of action plans to mitigate business risk while ensuring that the action plans are balanced with the ‘sales/service’ focus, act on audit results, BCRM and ERPM regional results to improve/maintain ratings, be the primary liaison with Corporate Security and legal to ensure that operational and corporate risk in the Region is mitigated, implement action plans as appropriate. Initiatives and Projects - You will manage the execution of national projects and programs within the regional office and banking centres in the region to ensure alignment to national project execution parameters, objectives, and goals. Provide support to the Market Vice Presidents, Community General Managers and Banking Centre Leaders to ensure continued alignment to project objectives and goals to ensure ongoing sustainment. People Management – You will build team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training; Set appropriate context when assigning work to ensure that individuals’ roles support the achievement of the business unit’s priorities and CIBC’s overall goals. Manage 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. Create a positive work environment and being an effective role model by championing CIBC’s mission, vision and values. Cross Functional Relationships – You will act as the primary liaison with infrastructure teams. From within the region, day to day communication and coordination relating to operational matters with the Region Head, Market Vice Presidents, Community General Managers, Banking Centre Leaders, Market Administrative Assistants, and Managers Client Advice. Outside of Region: you will communicate with: Business Control partners such as BRLs, (Business risk leaders), Internal Audit: Director, Business Controls: Director, Risk Insights and Monitoring and Sr. Manager regulatory risk services, Imperial Service (IS), Business Banking and other PB/IS National Office teams : coordinate with and provide inputs on outcomes of national based programs, Corporate Security: regarding security breaches and employee activities within the region, Other key individuals in HR, Finance, Legal, Client Care, Ombudsman, Privacy: as appropriate/required. Act as regional contact person for Banking Centre Networks.

Who You Are

You will demonstrate experience in Relationship Management and People Management/Leadership skills. You will have highly-developed and proven influencing and negotiating skills sufficient to achieve desired outcomes with internal stakeholders and more senior management; Highly-developed and proven change management skills sufficient to communicate, inspire and build commitment in order to successfully lead a team through change; Highly-developed and proven problem solving & decision making required as part of interactions with internal partners; Highly-developed and highly effective communication skills sufficient to prepare and deliver presentations and proposals to internal partners and community stakeholders; Well-developed time management skills and the ability to manage multiple competing priorities; Well-developed knowledge of HR Practices and Policies You will have knowledge of Financial Institutions operational processes and procedures that suppo...