Client Service Advisor Team Lead

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  team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

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As a Client Service Advisor Team Lead within CIBC Private Banking, you’ll provide leadership, oversight, and operational consistency across the Client Service Advisor team. You’ll ensure client service delivery aligns with Private Banking standards, enterprise risk expectations, and CIBC’s commitment to trusted, relationship-based banking for individuals and businesses. You’ll manage day-to-day direction for the CSA team, oversee workflows, serve as the primary escalation point for complex requests, and champion a high-quality client experience.

You’ll have the opportunity to shape operational standards, coach and develop team members, and contribute to a strong risk culture within CIBC’s dynamic environment.

At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, 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.

• Team leadership & oversight – Provide daily direction, coaching, and evaluation to Client Service Advisors, ensuring work aligns with established procedures, service standards, and risk expectations. Reinforce accountability, professional judgment, and consistent execution of client servicing.

• Service models & engagement standards – Establish clear service models and engagement standards between Private Bankers and CSAs, ensuring work is routed appropriately, priorities are aligned, and client commitments are met without creating undue operational risk or inefficiency.

• Operational excellence – Serve as the primary owner of CSA operational standards, identify gaps in guidance, authoring or partnering to create new procedures, and ensuring practices remain aligned with enterprise risk expectations and evolving business needs. Oversee daily client service workflows and serve as the primary escalation point for complex or sensitive client requests. Own and continuously evolve CSA workflows to ensure work is distributed effectively, service commitments are met, and operational risk is minimized.

• Client experience – Champion a consistent, high-quality client experience by promoting proactive service, sound problem resolution, and strong partnerships with Private Bankers. Identify opportunities to improve processes, tools, and workflows that enhance service quality, operational efficiency, and risk discipline.

• Risk & compliance – Ensure consistent adherence to privacy, information security, authentication, documentation, and escalation requirements. Promote a strong risk culture by reinforcing ethical conduct, regulatory compliance, and timely escalation of issues, risks, or control gaps. As a manager, ensure all team members comply with applicable CIBC policies, standards, guidelines, and controls.

• You put our clients first. You foster an environment of proactive service and ensure client satisfaction through sound judgment and problem resolution.

• You’re a leader. You have a minimum of 5 years’ experience in the financial industry with demonstrated leadership responsibility and strong people management capabilities.

• You’re influential. You influence across functions and roles, building trust with Private Bankers while advocating for the CSA team and sound operating practices.

• You’re operationally minded. You have a deep understanding of client service operations within a relationship-based banking model and are skilled at managing competing priorities.

• You are decisive. You are comfortable setting boundaries and making judgment calls in ambiguous situations, balancing service, risk, and capacity.

• You’re a coach and mentor. You develop team members, reinforce…