Client Relationship Manager, Commercial Banking

Requisition ID: 224729

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of Canadian Commercial Banking ensuring specific individual goals, plans, initiatives are executed/delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

The Client Relationship Manager (CRM) possesses a good understanding of financial products and services and focuses on delivering the full bank offering and driving primacy in relationships with our clients. They are responsible for identifying prospects in target markets and managing a client portfolio of standard to moderate complexity. This includes developing robust sales pipelines, engaging in client planning activities with partners, conducting sales calls and qualifying opportunities based on client needs and a high level of due diligence. The role is specific to the Growth segment of Canadian Commercial Banking, which includes clients with annual sales between $5MM-$15MM and credit authorizations from $1MM-$5MM.

**Accountabilities**

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

Promotes the development and profitable growth of the Canadian Commercial Banking portfolio in the assigned market area by:

- Developing and implementing a marketing strategy to maximize business development opportunities for sustainable growth within the bank’s risk appetite.
- Developing sales plans for prospects and existing clients.
- Identifying prospects/referrals from other internal/external networks.
- Analyzing prospect lists and prioritizing business development opportunities based on market data and customer analytics.
- Partnering with internal stakeholders for non-credit related products.
- Referring clients and prospects to the appropriate Canadian Commercial Banking segment and partners as appropriate.

Pursues a business development program within the assigned market area according to agreed upon growth objectives by:

- Driving client primacy through sales of credit and non-credit commercial products to prospects and clients.
- Maintaining an appropriate ongoing sales pipeline and calling program.
- Identifying and facilitating the involvement of key Bank resources and stakeholders to further business interests.
- Maintaining effective follow-up with prospects/referrals on any unsuccessful opportunities.
- Updating client or contact information accurately and in a timely fashion.
- Leveraging latest technology and data to make more informed decision (e.g. Customer 360 dashboard, Salesforce).

Builds and maintains a market profile in the assigned market area with both internal and external contacts by:

- Planning and completing relationship activities that generate sales opportunities and/or provide value to clients.
- Building and maintaining an awareness of local market and general economic conditions.
- Meeting with business leaders and other centres of influence.
- Participating in local professional and community events and associations to develop and expand network of contacts.
- Liaising and utilizing Bank product specialists to stay abreast of new enhancements, products and services, and to fulfil identified client needs.

Ensures all aspects of assigned relationships receive ongoing attention, as required to maintain, improve, grow and retain the relationship by:

- Promoting and encouraging a strong relationship with the Credit Solutions Associate (CSA) and Client Service Specialist (CSS) and partnering as a team to support client needs.
- Including the Cash Management Contact Centre for Commercial Banking / Global Transaction Banking sales as a part of client meetings when a need is identified.
- Partnering with Service team to ensure satisfactory onboarding of clients.
- Actively seeking customer feedback on Bank products and services and the delivery of customer service.
- Partnering with internal product specialists on the selling of non-credit products and ensuring customer needs are met.
- Actioning suggestions to continually improve client satisfaction and processes improvements which may be received directly from clients or through client satisfaction vehicles such as the Pulse.

Partner with Credit Solution Associate on credit portfolio for authorizations up to $5MM:

- Completing credit worthy discussion papers in a timely and sufficiently detailed fashion.
- Collaborating to optimize lending structure and provide ad hoc support through the origination and annual review process.
- Ensuring all documentation is properly prepared in advance of going to the client.
- Ensuring early identification of problem loans Making recommendations relative to structure, monitoring and risk rating to Global Risk Management as issues are identified. This may include