Business Unit Description:
Retail Markets provides a full range of financial products and services to almost 11 million personal, business and wealth clients, as well as investment management services globally to retail and institutional clients.
CIBC Retail Markets has a broad distribution network serving clients through close to 1,100 branches, as well as CIBC Wood Gundy offices and Presidents Choice Financial in-store pavilions. Clients also have 24/7 access to telephone banking, online and mobile banking and online brokerage, as well as to Canadas second largest ABM network.
Relevant Job Criteria:
- Full Time: 37.5 hrs/week.
- Days required to work: Monday to Friday.
1. Resumes must be submitted online only, through the (RMS) Recruitment Management System.
2. Late submissions will not be accepted.
3. If you are a CIBC employee and wish to refer someone for this position, please register your referral as per the Talent Scout guidelines. Your referral must apply through the website.
4. CIBC thanks all applicants for their interest however only those selected for an interview will be contacted.
PURPOSE OF JOB:
To provide leadership to the branch service and operations support team in order to create an excellent client and employee experience, with minimal guidance from the Branch Manager. Ensure delivery of the highest quality service. Manage risk and ensure a high standard of compliance to internal controls and procedures. Participate in service and operations related action plans to support achievement of business goals. Act as Branch Manager during absences.
Typically, this job provides leadership for 5 to 12 service and support employees in the branch where the span of control for the Branch Manager exceeds approximately 8 FTE.
1.Ensure the consistent delivery of high quality service in the branch to meet or exceed client expectations and service standards.
Monitor client traffic to ensure staff is allocated to meet service standards and minimize wait time.
Ensure that a lobby management plan is in place. Be visible and available to help clients during high traffic periods.
Ensure that incoming client calls, communications, faxes and inquiries are responded to in a quick, efficient manner.
Coach to improve the client experience and interact with clients to obtain feedback on their experience.
Provide quick and effective responses and resolution to client complaints ensuring that the problem resolution standards understood and followed by all staff within your area of responsibility.
Lead the identification of key client issues and escalate to the Branch Manager as appropriate. Initiate and manage the gathering of client feedback. Develop and implement action plans to address client feedback.
Actively promote and maintain an interactive, values based and productive working relationship with clients business partners.
2.Provide direction and guidance to the service and support team to achieve business goals.
Communicate and ensure understanding of CIBC's business goals, values, and strategies to service and support staff.
Provide coaching and support to recognize and act on quality referral opportunities and referrals. Monitor and provide feedback on the success of quality referrals in an effort to continuously improve the client experience and employee performance.
Conduct interactive product knowledge learning sessions with the service and support team in order to build employee capability that meets or exceeds client expectations and results in increased referral business.
Manage cash holdings to branch target while respecting bank machine and transaction processing requirements.
Assist with the development of the branch business plan by participating in action plans and
coaching service and support employees to achieve goals.
Manage expenses to support the achievement of the branch expense plans.
Ensure service charges are being collected when appropriate and support the identification of revenue leakage.
3. Lead, coach and develop the service and operations support teams to create a positive employee experience and build team capability.
Participate in hiring service and support employees including obtaining approval to post positions, interviewing potential employees and participate in the decision to select the most suitable applicant.
Plan and schedule employees to ensure that there are employees available to meet client needs
Motivate and coach the team to achieve their performance goals and support CIBC's objectives ensuring recognition of accomplishments.
Empower and encourage staff participation in decision making and innovation
Administer the performance management program for the service and support team, negotiating appropriate targets, monitoring performance against goals and coaching employees on meeting performance standards.
Ensure active individual development plans are in place for your area of responsibility and that they are reviewed/updated regularly in order to be living documents which meet the needs of both CIBC and the employee. Recognize and support learning time, innovative learning methods and accomplishments.
Guide employees to the resources and tools available that address client, personal and organizational issues, queries and goals.
Keep employee profile/documentation/files up to date for branch employees.
4. Optimize the operational capability of the branch.
Review and distribute incoming internal and external correspondence.
Plan and schedule employees to be available during peak periods and optimize service levels.
Review information circulars to keep current on CIBC policies and initiatives. Conduct knowledge sessions and ensure communication of relevant information to branch staff.
Implement procedural, administrative and organizational changes. Ensure the staff is effectively trained to perform new procedures. Monitor to ensure new procedures are followed and training is utilized.
Lead change initiatives.
Monitor team activities and work to ensure adherence to policies and procedures, completeness and accuracy.
Ensure that the team is cross-trained to provide position coverage during vacations and absences.
Ensure premises are kept neat, clean and safe.
Ensure the proper operation and maintenance of branch equipment (ie. bank machines, cameras, time locks etc.). Ensure the resolution of technical problems with branch equipment, calling vendor or technical support staff as required.
Analyze internal processes, identify potential opportunities for increased efficiency and make recommendations to meet compliance and/or streamline work.
5.Manage risk and ensure policies; procedures and controls are in place to minimize fraud, forgeries and irrecoverable losses.
Monitor compliance to procedures and policies. Utilize reports and tools (ie. Key Accountabilities Report) to identify non-compliance areas, document and execute corrective action.
Ensure adequate segregation of duties and computer security to deter internal theft.
Ensure proper joint custody of securities is maintained and ensure safeguarding of bank and client assets.
Ensure that employee authority delegated is understood and documented.
Oversee balancing activities for service and support team.
Oversee/investigate the resolution/reporting of frauds. Identify underlying causes and implement corrective action.
Ensure the Code of Conduct is understood and followed.
6.Act as the Branch Manager during absences by performing the following activities:
Lead a weekly meeting to create focus on the client, energize the team and recognize successes.
Ensure reports are actioned and the required activities are completed (ie. Payments Requiring Action daily report).
Complete the supervisor responsibilities for the consumer loans diary system (ie. CLASS Master Diary).
Perform the activities associated with sales management and reporting including contact priorities, assigning leads, referrals and renewals to the appropriate salesperson.
7.Ensure compliance with all CIBC regulatory training and as required, ensure these programs and policies are applied consistently across the business. The incumbent is personally responsible for compliance with all such regulatory and governance programs.
Developed CIBC knowledge to understand CIBC vision, values, branch operations and routines, and CIBC partner and support (ie. National Support Line, Mid Market, Imperial Service, Corporate Security, Telephone Banking, Human Resources)
Basic leadership skills to develop and maintain high levels of enthusiasm, teamwork, motivation and commitment leading to the achievement of business goals and superior performance. Ability to establish and maintain a service environment focused on exceeding the clients expectations
Basic coaching skills to using a variety of coaching techniques to support achievement of desired goals. Share knowledge/experience with others and support them in their development goals.
Basic people management skills to perform recruitment activities, develop employee capability, manage performance, coach, apply and explain HR policies and procedures. Ability to monitor employee satisfaction, identify deteriorating situations and take action
Developed interpersonal skills to establish and maintain good relationships, actively listen to colleagues and clients, demonstrate empathy for others, diffuse emotions and respond calmly, resolve interpersonal conflicts, remain objective and share information in a timely, open and honest manner
Developed time and self-management to plan, prioritize and organize work of others and self, establish timeframes and adapt to shifting priorities, recognize symptoms of stress and take steps to reduce it
Developed product knowledge of personal products and services to fulfill or service product requests
Developed computer literacy sufficient to use CIBC applications (ie. COINS, COLT, CBFE, CLASS, CIF) and desktop tools (ie. Product Book, Branch Net) and manage access to applications
Developed compliance knowledge to understand manage compliance to CIBC standards, policies, procedures and objectives of compliance for branch operations (ie. loss prevention, authorization letters, defalcations, key controls, money laundering, client confidentiality, emergency procedures, limits of authority and recognizing the warning signs of compliance breakdown,
Well developed knowledge of cash and negotiable instrument control to safe keep and control cash and negotiable instruments within CIBC policies and procedures including balancing and maintaining security of cash, shipping and receiving cash and securities and managing bank machines.
Developed problem solving skills sufficient to identify problems, generate solutions and decide on a course of action. Ability to evaluate solutions in terms of business, financial and client impacts.
Regular contact with clients from to answer queries and resolve complaints.
Regular contact with employees in branch and other branches in the District.
Occasional contact with lawyers, police and other professionals regarding estates, frauds and more complex items referred by staff.
Regular contact with Processing Centers, Corporate Banking Centers, Independent Business Centers, Telephone Banking, VISA and other regional/head office departments regarding queries/issues.
Occasional contact with Human Resources including Employee Relations.
Occasional contact with CIBC Development Corporation and service companies to arrange for service of premises and office and security equipment.
Occasional contact with business partners and/or regional management to participate in projects.
Creating a consistently excellent client experience.
Coaching sales employees who are not direct reports during Branch Manager absence
Managing limited resources to best meet client needs.
Frequently reprioritizing and shifting focus throughout the day.
Dealing with multiple/conflicting priorities.
Filtering new information to keep abreast of organizational/ procedural changes and new/revised products/services.
Maintaining confidentiality and adhering to security procedures.
Maintaining high levels of productivity and accuracy.
PHYSICAL DEMANDS/WORKING CONDITIONS:
Standing for long periods of time.
Open branch environment constant background noise.
Flexible hours based on hours of operation of branches.