Job Information
CIBC Regional Administrator in Toronto, Ontario
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This Regional Administrator position is a critical position on the CIBC Wood Gundy and CBIC Private Investment Counsel Regional office team. The purpose of the role is to provide support, typically of an operational or tactical nature, to the Region and the Regional Director. The role requires effective management of the demands of the Region Director to achieve regional operational goals by coordinating and ensuring implementation of multiple management functions associated with the conduct of the region’s daily business. The Regional Administrator is responsible for providing a high level of service to internal and external clients through effective consulting with the branches, internal partners and head office. The Regional Administrator is also responsible for managing the CPIC Investment Associates by providing the team ongoing leadership, direction and coaching.
KEY ACCOUNTABILITIES
Understand corporate and regional business goals, objectives, and operating environment, develops and implements plans to enable the business in meeting goals and objectives.
Tracks and conducts follow up on Regional business initiatives to support effective implementation, working with the Branch Managers and Branch Administrators to ensure timelines and reporting requirements are met.
Acts as a single point of contact for all regional administrative activities.
Manage the day-to-day administrative activities in support of the Regional Director.
Develop administrative procedures and processes to respond to the operating style of the Regional Director.
Co-ordinate and implement administration functions for branches in accordance with CIBC Wood Gundy and CPIC policies.
Conduct research and analysis on behalf of the Regional Director as it relates to special projects that may influence strategic and/or operational initiatives.
Manage headcount and the allocation of human resources across the region and liaise with Branch Staffing as required.
Act as a regional resource to the Branch Managers on matters relating to IA compensation, loan issues, team agreements, competitive recruits, and client complaints.
Oversee the offices’ business processes and act as a resource for business management issues (e.g. facilities/equipment procurement).
Build strong partnerships with key support groups and with a variety of business partners.
Liaise with Head Office and Corporate Real Estate, assist with real estate issues including renovations, branch consolidations, and space allocation.
Work with RD, and other Head Office partners to implement business initiatives as required.
Primary point of contact for resolution of branch issues and conduit for the flow of communication for the region.
Assess importance and sensitivity/confidentiality of issues arising and determining appropriate course of action in the absence of the Regional Director.
Resolves routine operational problems or issues by:
Investigating, analyzing and providing an informed and independent opinion or recommendation on such things as compliance issues, changes to policies, adequacy of operational controls, risk assessment, and control activities.
Modifying established procedures and approaches to suit specific situations.
Escalate issues only as required.
Champion CIBC’s values and provide support in a manner consistent with the highest quality standards and CIBC objectives.
Support CIBC Wood Gundy competitive recruit onboarding that could involve travel, evening and weekend commitments with minimal notice.
People Management:
Understand and improve the client experience by demonstrating, championing and coaching direct reports in the delivery of high quality of service and problem resolution to meet or exceed, internal and external client expectations.
Lead, motivate, and coach direct reports within Private Investment Counsel to ensure they are capable of performing at or developing to the necessary standards.
Provide regular feedback on performance using the Performance Management and Measurement (PMM) tools. Ensure Annual Performance objectives and Individual Development plans are in place for all direct reports ensuring performance appraisals and developmental needs are fair, accurate and effectively communicated. Recognize and support learning time and accomplishments.
Partner with the Regional Director to effectively manage and resource staffing requirements (i.e. interview, hiring, training, orientation) to ensure client service needs are met.
Responsible for the HR system (Workday) for employees (hires, payroll, vacation, absenteeism, status changes, course reimbursement, etc).
Keep employee profile/documentation/files up to date for branch employees according to PIPEDA.
Set appropriate context when assigning work to ensure that individuals’ roles support the achievement of the business unit’s priorities and CIBC’s overall goals.
Build team and individual capabilities by providing development opportunities such as job shadowing, special projects, and training.
Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect.
Sales Effectiveness:
Coach to ensure joint participation between each CPIC IC and IA as it relates to monthly contact planning.
Communicate CIBC's sales strategies to service and support staff to contribute to the revenue and assigned targets
Monitor, track and provide feedback on the success and quality of referrals and direct sales.
Actively participate in sales meetings and chair own meetings for direct reports on sales related and routine issues.
Client Experience:
Lead the identification and escalation of process improvements to enhance service quality.
Ensure ongoing use of support tools to continuously improve service levels.
Provide quick and effective responses to resolve client complaints and queries.
Implement an effective complaint handling process, which includes time standards, tracking and identification of key client irritants.
Champion the reduction/elimination of key client issues by improving processes locally and escalate as appropriate to Head Office.
Initiate and co-ordinate the gathering of client feedback from follow up to Service Commitment reports.
Assist in developing and implementing action plans to address client feedback.
Promote and maintain a good working relationship with clients and business partners.
Ensure that branch personnel maintain a professional image.
Support CIBC Wood Gundy competitive recruit onboarding that could involve travel, evening and weekend commitments with minimal notice.
CROSS-FUNCTIONAL RELATIONSHIPS
·This job interacts on a regular basis with the Regional Director, Branch Managers and Branch Administrators, CPIC Market Leaders, STEC Team and Executive Team.
·This job interacts on a regular basis with all levels of staff including executives and senior management throughout CIBC.
·This job collaborates with partners when obtaining or exchanging information to meet job requirements, or when identifying, discussing and resolving business issues related to the region. These partners include Finance, Human Resources, Branch Staffing, Compliance, Business Risk, Technology, National Marketing, Product, Corporate Real Estate and Training & Development.
COMPLIANCE REQUIREMENTS/RESPONSIBILITIES
As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.
As a manager of people, this job must ensure all employees within the business unit comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.
AUTHORITIES/DECISION RIGHTS
As a key contributor to the business unit, this job has the authority to recommend changes to business processes in order to enhance operational efficiency and effectiveness.
As a manager of people, this job has the authority to assign tasks to employees within their span of control, select individuals for hire, assess individual performance, make employee compensation decisions and take disciplinary measures up to and including termination.
JOB DIMENSIONS
Geographies covered: applicable CIBC Wood Gundy and Private Wealth Region
Supports the Regional Director in the attainment of regional goals as set out in the RD’s regional scorecard.
Operates with considerable independence to identify priorities and to meet business/and or client needs
Maintaining an understanding of the different business needs and challenges and, where there is significant change on-going in a fast-paced and highly competitive business environment
Influencing groups or individuals over which one does not have direct authority
Staying current with evolving needs and strategies
KNOWLEDGE AND SKILLS
Strong organization and administrative skills at a senior level with the ability to handle a number of incoming requests and prioritize appropriately.
Brokerage industry experience and knowledge
Strong initiative and self-managing skills to be able to work independently
Developed influential skills sufficient to promote and elicit client cooperation and consensus in the acceptance of revised/new approaches and policies
Sound decision making skills
Knowledge of and demonstrated ability to plan, schedule, and implement Branch Office processes;
Exemplary interpersonal and communication skills to interact with a wide range of individuals including peers, senior management and business partners.
Ability to demonstrate tact, diplomacy, professionalism, and discretion.
Proactive approach to understanding and applying technological advances to daily business.
Strong technical skills in Microsoft Office Applications including, Word, Excel, PowerPoint, as well as various other office equipment.
Extremely flexible in order to function in a continuously demanding and dynamic environment. Must be resourceful and creative in order to act on demand and resolve problems.
Working knowledge of sales techniques and Private Wealth Management strategies and initiatives sufficient to promote banking and investment products/services
Working knowledge of PC software and mainframe applications sufficient to enter and access customer information (CIF, COINS, CLASS, HORIZON).
WORKING CONDITIONS
This role operates within a fast paced and deadline driven office environment. Must be able to focus and calmly prioritize and execute multiple tasks in a fast paced, high-pressured work environment.
This role may require travel.
This role may require working outside of the standard business hours on evenings and weekends as required.
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 aspire to give you a career, rather than just a paycheck.
We work to recognize you in meaningful, personalized ways including a competitive salary, incentive pay, banking benefits, a benefits program, defined benefit pension plan, an employee share purchase plan, a vacation offering, wellbeing support, 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.
We cultivate a culture where you can express your ambition through initiatives like Purpose Day; a paid day off dedicated for you to use to invest in your growth and development.
*Subject to plan and 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.
Job Location
Toronto-81 Bay, 12th Floor
Employment Type
Regular
Weekly Hours
37.5
Skills
Analytical Thinking, Client Relationship Management, Customer Experience (CX), Investment Services, Long Term Planning, Product Technical Support, Stakeholder Relationship Management, Taking Initiative, Work Collaboratively
At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. Our ability to create value for all CIBC stakeholders is driven by a business culture based on common values: Trust, Teamwork and Accountability.
Working with CIBC makes you a part of a work environment committed to our clients, employees and communities - a place where you can excel.
Every day, our 44,000 employees help our clients achieve their financial goals, because what matters to our clients, matters to us.