Manager, My Client Support

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.

To learn more about CIBC, please visit

The Manager, MyClient Support, is accountable for providing leadership and management of staff members within a medium/moderately complex operational/support unit, in order to achieve high performance levels and outstanding client service. The team is responsible for supporting the client onboarding application, MyClient, that is used by Wood Gundy Investment Advisors and their teams. In addition, support is provided to various departments within Operations who use the system for related tasks and/or information.

The role of the team is to provide assistance, guidance and knowledge to resolve difficult and complex problems. They will work in conjunction with MyClient Support team under the management of the Senior Manager – MyClient Support.

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.

The expected annualized base salary range for this role is $75,870 to $104,320.

The base salary is determined by a variety of factors, including the candidate’s skills, experience, and job-related knowledge, as well as geographic location and specific business needs. Our compensation philosophy supports ongoing growth and development, enabling progression within the salary range as team members advance in their roles.

In addition to base pay, compensation for this role includes participation in an annual discretionary incentive or bonus program.

We are committed to providing fair, equitable, and competitive compensation opportunities for all employees and we encourage open conversations about compensation throughout the recruitment process.

• Operational Efficiency
  - Manage front line support needs and activities for WG users of the MyClient application, including team resource allocation, workflow and process operations to ensure operational efficiency and timely response or resolution of user inquiries. Participate in annual planning, analyzing trends, identify opportunities in an effort to build high performing team. Identify opportunities for improving processes and improving user feedback of support provided.
  
  Management of the group mailbox.
• Employee Performance & Development
  - Setting appropriate context when assigning work to ensure that performance expectations align with business unit’s priorities and CIBC’s overall goals. Managing performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance. Manage and administer Performance Management & Measurement Process e.g. communicate productivity targets/results, conduct interim and annual reviews. Building team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training.
  
  Ensure Individual Development Plans are in place for all directs, developmental opportunities are identified and supported. Monitor, evaluate and manage day-to-day employee performance to identify gaps and develop action plans to achieve optimum performance results (e.g. Performance Improvement Plan, Terminations). Creating a positive work environment and being an effective role model by championing CIBC’s Vision, Mission and Values. Maintain focus on employee satisfaction levels and take corrective action to ensure all human resources decisions are adhered to all and all issues are addressed.
  
  Hiring the right people in the right jobs to align individual capabilities with job requirements and business unit goals. Manage all staffing activities ensuring effective deployment of human resources: make decisions and/or recommendations for hiring, terminations and transfers to ensure staffing orientation and…