Director, Performance Coaching

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 Director, Client & Sales Support reports to the Senior Director, Growth and Operational Effectiveness (GOE) and accountable for MA Channel’s Top Performer Program.  This includes the overall design, delivery, continuous improvement of Mobile Advice Top Performer Program whilst remaining aligned to the overall strategic priorities for Specialized Advice and Personal & Business Banking.   The Director is responsible for understanding the competitive landscape of similar programs and recommend strategic improvements while remaining within budgets, SLA and achieving key operational outcomes.  The Director will ensure they lead a high engaged team of ~200 team members, ensuring day-to-day operational processes, reporting, onboarding activities and channel databases are maintained.  The Director, Client & Sales Support is accountable for annual capacity planning, maintaining SLAs across all services and people management. The role applies professional knowledge in the management of departmental costs, staffing and managerial planning, working closely with the business to support the implementation of processes and techniques to improve the MA & client experience and increase frontline sales capacity. The role applies end to end RESL Mortgage expertise, innovation, and substantial communication and problem-solving skills in managing departmental matters and resolving any issues. The role must effectively engage across the PBB, Finance, and Technology to support business management, operational excellence, strategic planning and continuous improvement to the function. The role is responsible for driving and leading large-scale initiatives and providing leadership support to achieve the successful management and operations of Mobile Advice.

At CIBC we enable the work environment most optimal for you to thrive in your role.  You can effectively perform all work activities remotely, and will only be required to be on-site on an occasional basis.

How you’ll succeed

• Strategic Leadership –  You will help drive the vision, strategy, and execution for Top Performer Program which is a diverse team of up to 200 team members, fostering high performance and engagement while ensuring effective resource planning, allocation and succession planning.
• Operational Excellence – You will oversee the delivery of Top Performance Program, establishing a clear method to measure success and monitor key performance indicators (KPIs), ensuring service level agreements (SLAs) are consistently met. You will continuously improve operational processes to optimize performance and cost.  You will communicate operational performance, risks, and strategic initiatives to executive leadership, and champion integration and modernization initiatives across.
• Stakeholder engagement & cross functional collaboration - This role will require extensive relationship building, executive level updates, issue resolution and cross-functional collaboration.
• Delivery & autonomous transformation – Lead continuous improvement efforts driving delivery efficiencies including leveraging AI capabilities to achieve business results.
• Communication and Persuasion - Ability to influence key stakeholders through well-articulated strategies and benefit driven value statements. Strong interpersonal and communication skills - both written and oral. Ability to communicate complicated matters in a simple, structured way to senior management. 

Who you are

• You embrace and advocate for change. You continuously evolve your thinking and the way you work in order to deliver your best. 
• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.
• You are a bold and accountable leader. You have experience developing and implementing strategic team goals. You have experience coaching employees and driving successful team performance. 
• Your influence makes an impact. You know that relationships and networks are essential to success. You inspire outcomes by making yourself heard.
• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

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 tap into your potential.

• We work to recognize you in meaningful, personalized ways including a competitive compensation, a banking benefit*, wellbeing support and additional offers such as employee and family assistance programs and MomentMakers, our social, points-based recognition program.

• Our spaces and technological toolkit will make it simple to bring together great minds to create innovative solutions that make a difference for our clients.

*Subject to program terms and conditions

What you need to know

• CIBC is committed to creating an inclusive environment where all team members and clients feel like they belong. We seek applicants with a wide range of abilities and we provide an accessible candidate experience. If you need accommodation, please contact Mailbox.careers-carrieres@cibc.com

• You need to be legally eligible to work at the location(s) specified above and, where applicable, must have a valid work or study permit

• We may ask you to complete an attribute-based assessment and other skills tests (such as simulation, coding, French proficiency, MS Office). Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Expected End Date

2025-11-17

Job Location

Toronto-81 Bay, 24th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Development, Business Objectives, Client Counseling, Communication, Leadership, Long Term Planning, People Management, Performance Coaching, Project Management, Teamwork