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1. Ensure the consistent delivery of high quality service in the branch to meet or exceed client expectations and service standards.
·Monitor client traffic and schedule staff to ensure employees are available to meet service standards and minimize wait time.
·Be visible and available to help clients during high traffic periods.
·Respond to and ensure that incoming client calls, e-mails, communications, faxes and inquiries are responded to in a quick, efficient manner.
·Coach sales and service employees to improve the client experience (i.e. joint coaching sessions and client observations) including identifying client needs and opportunities to fulfill those needs
·Provide quick and effective responses and resolution to client complaints ensuring that the problem resolution standards understood and followed by all employees.
·Contact clients to ensure the service is meeting client expectations. Identify key client issues and implement action plans to address client feedback.
·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.
·Manage expenses to support the achievement of the branch expense plans.
·Ensure service charges are being collected when appropriate and identify revenue leakage.
·Provide coaching to recognize and act on quality referral opportunities and referrals. Monitor and provide feedback on the success of quality referrals.
·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 (i.e. CLASS Master Diary).
·Manage cash holdings to branch target while respecting bank machine and transaction processing requirements.
·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 branch employees 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 employees by providing direction, advice and guidance to achieve performance goals.
·Keep employee profiles, documentation and files up to date for branch employees.
4. Optimize the operational capability of the branch.
·Review and distribute incoming internal and external correspondence.
·Review information and circulars to keep current on CIBC policies and initiatives. Conduct knowledge sessions and ensure communication of relevant information to branch staff.
·Verify and/or ensure reports are verified and the required activities are completed (i.e. Payments Requiring Action daily report).
·Monitor branch activities to ensure adherence to policies and procedures, completeness and accuracy.
·Complete required activities for bank machine and/or night depository processing and maintenance.
·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 (i.e. bank machines, cameras, time locks etc.). Ensure the resolution of technical problems with branch equipment, calling vendor or technical support staff as required.
·Lead ongoing 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.
·Act as joint custodian and ensure proper joint custody of cash and securities is maintained.
·Authorize transactions and ensure supporting documentation is correct and complete.
·Monitor compliance to procedures and policies. Utilize reports and tools (i.e. Key Accountabilities Report) to identify non-compliance areas and take corrective action.
·Ensure adequate segregation of duties and computer security to deter internal theft.
·Ensure that authority delegated to employees is understood and documented.
·Supervise balancing and perform cross ticks to minimize cash differences when required.
·Investigate and report frauds. Identify underlying causes and implement corrective action.
·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).
·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 client's expectations with a small team.
·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 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.
·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 product knowledge of personal and business products and services to interview clients, identify needs and complete sale to client.
·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
·Developed compliance knowledge to understand manage compliance to CIBC standards, policies, procedures and objectives of compliance for branch operations (i.e. 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.
·Basic sales management skills to set goals from an overall plan and targets. Ability to measure and monitor sales plans, targets, pipeline, results and activities. Ability to coach others on sales techniques to increase effectiveness.
·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 with limited resources.
·Managing workload and schedule to accomplish daily goals.
·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.
·Potentially stressful environment given a wide variety of responsibilities.
·Dealing with dissatisfied clients in a professional manner.
·Balancing performing sales, operation and risk activities while managing client service, employees and branch operations, as this role does not have another leader in the branch.
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.
·Typically branches are open five days a week.
·Limited flexibility to leave branch during open hours.
·Occasional travel may be required to attend meetings.
·Impact and influence
·Teamwork and partnering
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