Chief Customer Experience Officer

We’re building a relationship-oriented bank for the modern world. The Executive Trust Officer is responsible for providing indirect oversight and guidance to a team to administer estates, trusts, and power of attorney accounts, personally administering the larger, more complex accounts. The role applies professional knowledge in the management of departmental budgets, costs, staffing and managerial planning, partnering with internal experts to provide guidance on client investment, tax and property issues. The ETO analyzes issues, data, processes and situations, identifying and mitigating account risks while adhering to all CIBC trust policies and procedures. The role applies innovation, and substantial communication and problem-solving skills in effectively leading and coaching the team, providing technical assistance and resolving escalated issues.
Y ou’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.
As the Executive Trust Officer, you will be responsible for the ongoing account management and administration of Estates, Trusts and Powers of Attorney. Primary accountability for the timely, accurate, and professional administration of complex estate, trust and power of attorney accounts. You will identify and mitigate account risks while adhering to all CIBC Trust Policies & Procedures, including cash management, fee collection, account opening, etc.
Partner effectively with internal experts from the Investment Management and Tax Department, to provide oversight and guidance on client investment and tax issues. Supervises account investments to ensure consistency with account objectives, documents and legislation.
Trust & Estate Acumen - Ensure the onboarding and account management aligns with the unique needs of clients and the characteristics of Estates and Trust. Establish effective tracking, monitoring and compliance with the governing document and responsible for the resolution of all operational, technical and discretionary issues encountered in the management of the accounts. Assist in developing standards in administration and vetting new and/or changes to policies and procedures. Optimizes account administration by identifying and implementing process improvements.
People Management – Accountable to oversee and supervise the workflow of staff by providing ongoing technical assistance to support the achievement of the business unit’s priorities and CIBC’s overall goals. Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect.
A detailed knowledge of accounting and investing sufficient to administer a range of moderately complex Estate, Trust and Power of Attorney Accounts.
It is an asset if you have obtained the Member Trust Institute (MTI) and/or Trust and Estate Practitioner (TEP) designation(s).
You know that relationships and networks are essential to success. You give meaning to data. 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.
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). Halifax-1969 Upper Water St. Regular We’re building a relationship-oriented bank for the modern world. The Executive Trust Officer is responsible for providing indirect oversight and guidance to a team to administer estates, trusts, and power of attorney accounts, personally administering the larger, more complex accounts. The role applies professional knowledge in the management of departmental budgets, costs, staffing and managerial planning, partnering with internal experts to provide guidance on client investment, tax and property issues. The ETO analyzes issues, data, processes and situations, identifying and mitigating account risks while adhering to all CIBC trust policies and procedures. The role applies innovation, and substantial communication and problem-solving skills in effectively leading and coaching the team, providing technical assistance and resolving escalated issues. Y ou’ll have the flexibility to manage your work activities within a hybrid work arrangement where you’ll spend 1-3 days per week on-site, while other days will be remote.
What You’ll Be Doing As the Executive Trust Officer, you will be responsible for the ongoing account management and administration of Estates, Trusts and Powers of Attorney. Primary accountability for the timely, accurate, and professional administration of complex estate, trust and power of attorney accounts. You will identify and mitigate account risks while adhering to all CIBC Trust Policies & Procedures, including cash management, fee collection, account opening, etc.
Partner effectively with internal experts from the Investment Management and Tax Department, to provide oversight and guidance on client investment and tax issues. Supervises account investments to ensure consistency with account objectives, documents and legislation.
Trust & Estate Acumen - Ensure the onboarding and account management aligns with the unique needs of clients and the characteristics of Estates and Trust. Establish effective tracking, monitoring and compliance with the governing document and responsible for the resolution of all operational, technical and discretionary issues encountered in the management of the accounts. Assist in developing standards in administration and vetting new and/or changes to policies and procedures. Optimizes account administration by identifying and implementing process improvements.
People Management – Accountable to oversee and supervise the workflow of staff by providing ongoing technical assistance to support the achievement of the business unit’s priorities and CIBC’s overall goals. Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect.
A detailed knowledge of accounting and investing sufficient to administer a range of moderately complex Estate, Trust and Power of Attorney Accounts.
It is an asset if you have obtained the Member Trust Institute (MTI) and/or Trust and Estate Practitioner (TEP) designation(s).
You know that relationships and networks are essential to success. You give meaning to data. 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.
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). Halifax-1969 Upper Water St. Analytical Thinking, Communication, Customer Experience (CX), Estate Accounts, Group Problem Solving, People Management, Power of Attorney (POA), Trust Services, Work Collaboratively At CIBC, we are in business to help our clients, employees and shareholders achieve what is important to them. 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. #