Head of US Commercial Client Onboarding and Client Service

About this role

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

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.

You'll lead day-to-day performance across service delivery, client experience, operational excellence, and risk management, while building strong partnerships across Sales, Product, Technology, Risk, Operations, and Transformation teams. In this role, you'll shape service standards, improve end-to-end processes, and help ensure the organization is ready to support growth, new capabilities, and evolving client needs.

You'll also serve as a key executive escalation point for complex client and operational matters, using data, insight, and collaboration to drive sustainable improvements. Through your leadership, you'll help create a scalable, client-focused service model that strengthens relationships and delivers meaningful business outcomes.

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

Strategic leadership - 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.

Operational excellence - 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.

Client experience - 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.

Transformation delivery - 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.

Cross-functional partnership - 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.

People leadership - 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.

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 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 dem onstrate 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.

You give meaning to data. You enjoy investigating complex problems and making sense of information. You communicate detailed information in a meaningful way.

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

California residents — your privacy rights regarding your actual or prospective employment  

At CIBC, we offer a competitive total rewards package. This role has an expected salary range of   $225,000.00- $300,000.00   for the market based on experience, qualifications, and location of the position. The successful candidate may be eligible to   participate   in the relevant business unit’s incentive compensation plan, which may also include a discretionary bonus   component . 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. 

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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

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