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.
- This position is eligible for a Remote Living Allowance Eligible.
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 8 - 12 FTE to create an excellent client and employee experience in a large branch in terms of volume of service and sales transactions, funds managed, and number of clients.
The Branch Manager is responsible for hiring and building employee capability to identify, understand and fulfill client needs. Sales management and business development from existing client base is a key focus for this role. The Branch Manager is responsible for achieving branch business goals and managing risk. Maintain a high standard of compliance to internal controls and procedures to minimize losses.
Large branches have a larger client base with increasingly complex needs that include Imperial Service/High value, Small Business and Mid Market services. There are typically employees in the branch that do not report to the Branch Manager that require an increasing complex level of branch management, teamwork and partnership. The Branch Manager frequently has an Assistant Branch Manager who is responsible for service, operations and delegated risk activities. The Branch may have a sub branch that it is responsible for. The Branch may be open five or six days a week including evenings and weekends.
1) Ensure the consistent delivery of high quality service in the branch to meet or exceed client expectations and service standards.
Review staff schedule to ensure employees are available to meet service standards and minimize wait time.
Be visible and available to help clients during high traffic periods. Ensure lobby management plan is in place.
Ensure that incoming client calls, e-mails, communications, faxes and inquiries are responded to in a quick, efficient manner.
Coach direct reports to improve the client experience (ie. joint coaching sessions and client observations).
Ensure quick and effective responses and resolution to client complaints ensuring that the problem resolution standards understood and followed by all employees.
Actively promote and maintain effective partnerships with peers, colleagues and business partners outside of the branch team.
2) Achieve the branch business goals.
Communicate and ensure employees understand CIBC's business goals, values, and strategies.
Develop the branch business plan with the leader and implement action plans to ensure the achievement of the goals.
Examine existing client base to determine opportunities for further business and implement plans to seek the business.
Manage expenses to support the achievement of the branch expense and FTE plans.
Provide coaching on determining client needs, sales techniques and process, solution features, benefits, risks and tradeoffs of alternatives, and overcoming objections while striving for agreement on the solution, negotiating and closing the sale. Coach to ensure that additional sales opportunities are identified and for ways to follow up and strengthen the relationship.
Perform the activities associated with sales tracking and reporting assigning leads, referrals and renewals to the appropriate salesperson.
Perform the supervisor responsibilities for the consumer loans diary system (ie. CLASS Master Diary).
Assess progress to plan by monitoring action plans, reports (BAS reports) and results.
Participate in District and Market meetings and/or calls.
Understand the local competition to assess CIBC branch experience relative to the competition.
3) Lead, coach and develop direct reports to create a positive employee experience and build team capability.
Motivate, reward and recognize branch employees.
Empower employees and encourage staff participation in making decisions.
Hire employees and ensure initial learning plan is in place to support employee development.
Conduct interactive product knowledge and learning sessions to build employee capability that meets or exceeds client expectations.
Ensure active individual development plans are in place and that they are reviewed/updated regularly. Recognize and support learning time and accomplishments.
Guide employees to the resources and tools available that address client, personal and organizational issues, queries and goals.
Administer the performance management program for branch employees, negotiating appropriate targets and monitoring performance against goals.
Coach direct reports by providing direction, advice and guidance to achieve performance goals.
Keep employee profiles, documentation and files up to date for branch employees.
Mentor new Branch Managers in the district.
4) Optimize the operational capability of the branch.
Review information and circulars to keep current on CIBC policies and initiatives. Conduct knowledge sessions and ensure communication of relevant information to branch staff.
Monitor branch activities to ensure adherence to policies and procedures, completeness and accuracy.
Ensure that branch employees are cross-trained to provide position coverage during vacations and
Lead change initiatives.
5) Manage risk and ensure policies; procedures and controls are in place to minimize fraud, forgeries and irrecoverable losses.
Act as Mutual Fund Compliance Officer for the branch.
Authorize transactions and ensure supporting documentation is correct and complete.
Monitor compliance to procedures and policies. Utilize reports and tools (ie. Key Accountabilities Report) to identify non-compliance areas and take corrective action. Delegate activities when appropriate.
Ensure adequate segregation of duties and computer security to deter internal theft.
Ensure that authority delegated to employees is understood and documented.
Ensure the Code of Conduct is understood and followed.
6) 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.
Accreditation: Mutual Funds Course or Canadian Securities Course (CSC) by twelve months from start date and the Branch Compliance Officer's Course (BCO) within 6 months of completing the Mutual Funds Course.
Developed CIBC knowledge to understand CIBC vision, values, branch operations and routines, and CIBC partner and support (i.e. National Support Line, Mid Market, Imperial Service, Corporate Security, Telephone Banking, Human Resources).
Developed 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 client's expectations.
Well-developed coaching skills to using a variety of coaching techniques for a variety of core roles to support achievement of desired goals. Share knowledge/experience with others and support them in their development goals.
Developed 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.
Well- developed interpersonal relations 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 with a large team.
Well 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 sales management skills to set sales goals from overall plan and targets. Ability to measure and monitor sales plans, targets, pipeline and activities. Ability to coach others on sales techniques to increase effectiveness.
Well-developed product knowledge of personal and business products and services which include services provided to personal, small business clients and mid market clients sufficient to ensure that client needs are met.
Developed computer literacy sufficient to use CIBC applications (i.e. CBFE, CLASS, BCLASS, CIF, SM@RT, BAS) and desktop tools (i.e. Product Book, Branch Net) and manage access to applications.
Well-developed compliance knowledge to understand and manage compliance to CIBC standards, policies, procedures and objectives of compliance for branch operations (i.e. loss prevention, authority letters, defalcations, key controls, money laundering, client confidentiality, emergency procedures, limits of authority) and recognizing the warning signs of compliance breakdown.
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.
Well-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.
o Regular contact with clients from to answer queries and resolve complaints.
o Regular contact with employees in branch and other branches in the District.
o Occasional contact with lawyers, police and other professionals regarding estates, frauds and more complex items referred by staff.
o Regular contact with Processing Centers, Corporate Banking Centers, Independent Business Centers, Telephone Banking, VISA and other regional/head office departments regarding queries/issues.
o Regular contact with Human Resources including Employee Relations.
o Occasional contact with CIBC Development Corporation and service companies to arrange for service of premises and office and security equipment.
o Occasional contact with business partners and/or regional management to participate in projects.
o Managing workload and schedule to accomplish daily goals
o Frequently reprioritizing and shifting focus throughout the day.
o Co-ordinating branch activities is more complex due to the large number of staff, the large volume of segment servicing and extended hours of business.
o Influencing employees working in the branch who do not report directly to the Branch Manager.
o Filtering new information to keep abreast of organizational/ procedural changes and new/revised products/services.
o Maintaining confidentiality and adhering to security procedures.
o Maintaining high levels of productivity and accuracy.
o Potentially stressful environment given a wide variety of responsibilities.
o Dealing with dissatisfied clients in a professional manner.
PHYSICAL DEMANDS/WORKING CONDITIONS:
o Open branch environment - constant background noise.
o Flexible hours based on hours of operation of branches.
o Branches are open five or six days per week
o Occasional travel may be required to attend meetings