Senior Director, Client Effectiveness at CIBC in Chicago, IL

Job description

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 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. You'll lead and develop a team of experienced professionals, create and oversee the client service training strategy, and establish service standards, service level agreements, and escalation protocols that support firm-wide consistency. You'll work closely with partners across Wealth Management, Operations, Compliance, Technology, Marketing, and Client Experience to improve workflows, strengthen service governance, and enhance the overall client experience. You'll also monitor service performance, lead high-priority escalations, and drive continuous improvement initiatives that reduce friction, improve turnaround times, and help scale service excellence. How you'll succeed People leadership and coaching - 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. Training and enablement - Design, develop, and deliver training programs that support onboarding, role-specific development, service standards, escalation management, complaint handling, and client communication best practices. Service standards and governance - 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. Continuous improvement - 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. Cross-functional partnership - 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. Escalation and performance oversight - 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. Who you are 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 act like an owner. You thrive when you're empowered to take initiative, go above and beyond, and deliver results. You're motivated by collective success. You know that teamwork can transform a good idea into a great one. You know that an inclusive team that enjoys working together can bring a vision to life. You can demonstrate experience in private wealth or wealth management client service, service operations, training and enablement, escalation management, and process improvement. It’s an asset if you have experience working with service governance frameworks, service level agreements, client lifecycle processes, and client relationship management tools. You have a degree/diploma in business, finan