Director, Billing and Product Support, Transaction Banking

We’re building a relationship-oriented bank for the modern world. We need talented, passionate professionals who are dedicated to doing what’s right for our clients.

At CIBC, we embrace your strengths and your ambitions, so you are empowered at work. Our team members have what they need to make a meaningful impact and are truly valued for who they are and what they contribute.

To learn more about CIBC, please visit CIBC.com

What you’ll be doing

CIBC's Transaction Banking team provides strategic, innovative solutions to our business clients, including Business Banking, Private Banking, Commercial Banking, and Large Corporate segments. Our team is committed to delivering products, strategies, and support services that foster positive, profitable relationships and address our clients’ evolving needs.

Reporting to the Head, Product Management and Digital Solutions, the Director, Billing and Product Support is a key member of the management team. In this role, you will be responsible for the overall strategy, execution, performance, and day-to-day operations of critical billing and product support functions across multiple portfolios including Liquidity, Payments, Lending Products and Digital Channels. This includes overseeing billing systems, product support processes and controls, product compliance, and client and partner inquiries to ensure operational excellence and client satisfaction.

As the Director, Billing and Product Support, you will also ensure all services are client-focused, operationally efficient, and fully compliant with internal policies and regulatory requirements. This role is integral to driving the ongoing development and growth of the Transaction Banking franchise and its positive contribution to the CIBC enterprise.

As the Director, Billing and Product Support, you will be accountable for:

• Leading the strategic planning, execution, and funding of billing and product support initiatives to drive growth, innovation, operational effectiveness, and market competitiveness, ensuring alignment with client needs, stakeholder expectations, and CIBC's risk appetite.
• Developing and managing product billing strategies and initiatives, monitoring financial performance, ensuring competitiveness, and driving operational efficiencies to maximize profitability.
• Developing, enhancing, and launching billing and product support processes by leveraging market insights, stakeholder feedback, and performance analysis to ensure competitiveness, client relevance, and effective execution aligned with Transaction Banking objectives.
• End-to-end ownership by owning business objectives, driving exceptional customer experiences, strategically managing performance, prioritizing enhancements, aligning cross-functional teams, and ensuring accurate financial reporting.
• Leading, developing, and managing teams to achieve business objectives, foster employee engagement, ensure alignment with CIBC priorities, and uphold performance, compliance, and talent management standards.
• Building and managing strategic relationships and cross-functional collaborations with internal and external partners to ensure effective product distribution, industry alignment, and achievement of business growth objectives.

At CIBC we enable the work environment most optimal for you to thrive in your role. Details on your work arrangement (proportion of on-site and remote work) will be discussed at the time of your interview.

How you'll succeed

Strategy Planning:

• Lead development of business and billing strategy for CIBC Commercial and Business Banking. This would involve designing of a roadmap for the future that would align with the strategic direction of CIBC Commercial and Business Banking
• Support both existing products and innovations to achieve revenue growth, market penetration, and profitability through implementation of strategic and tactical initiatives, while ensuring support for frontline sales and operational teams.
• Ensure billing process efficient, accurate and transparent to relevant stakeholders, both internal and external, in a format that is valuable and profitable.
• Lead transformation related work for Commercial and Business Banking as it relates to billing and accounts for the purpose of capturing accurate records and financials.
• Manage Special Projects having a strategic impact on Canadian Banking that are assigned from time to time.

Collaboration:

• Foster relationships with key business partners, vendors and stakeholders to ensure that the business is well positioned to achieve the business and financial objectives.
• Serve as a subject matter expert for CIBC Commercial and Business Banking on accounts and billing and be a sounding board to internal partners for new business ideas or insights on billing and managed technology capabilities. 
• Develop strong relationships with industry associations and peers at competitor organizations to stay abreast of changing industry trends and competitor activity which could impact Canadian Banking technology, account offering or billing capabilities.

Leadership:

• Provide leadership and effective management of business unit staff to influence employee commitment to the organization
• Hire the right people in the right jobs to align individual capabilities with job requirements and business unit goals.
• 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.
• Manage performance by providing fair and accurate formal and informal feedback, identifying and removing obstacles to performance and by explaining how performance expectations align with business priorities.
• Create a positive work environment and being an effective role model by championing CIBC’s mission, vision and values.
• Ensure compliance with policies, standards, guidelines and controls by applying the policies and controls fairly and consistently so employees understand what to expect. 

Who you are

• You can demonstrate 5 to 10 years of work experience in Transaction Banking with a good level of understanding of payment products (including Wires, ACH, EFT, Remote Deposit Capture, Lockbox, Bill Payments, Tax Payments, e-Transfers, Merchant Acquiring, Credit Cards) with a proven track record of planning and coordinating several initiatives simultaneously. 
• You are a leader. You have expert coaching, relationship building and leadership skills and you comfortable leading large effective teams in a cross-functional and development environment at a senior level of a financial services organization.
• You embrace change & innovation. You have the ability to act as a change agent for Transaction Banking through innovative and creative thinking, leading change required to optimize effectiveness and achieve stated objectives.
• You have industry expertise. You demonstrate credibility within selected industry verticals both internal and external to CIBC. Be knowledgeable of the industry and keep abreast of changes including potential impact to clients and our portfolio.  Knowledgeable about competitor offerings in a variety of industry segments.
• You are a collaborator. You have a demonstrated ability to work collaboratively with external and internal stakeholders.
• You have the ability to work independently, often taking initiative to proactively address emerging issues and capitalize on key opportunities before receiving task-oriented instructions to do so.
• You have the ability to apply thought leadership and complex concepts to effectively contribute to the continuous refinement of strategic objectives. 
• You have excellent relationship building skills with the ability to influence stakeholders from varied backgrounds, differing priorities and over which you do not have direct authority.
• You have the ability to understand complex issues and concepts related to new and evolving business needs; can get up to speed quickly with regard to new subject matters and able to deal with changing circumstances.
• You have strong planning skills sufficient to develop project/ work plans and coordinate the delivery of initiatives across business and organizational lines.
• You have a proven ability to lead in a fast paced, ambiguous environment and to effectively manage multiple activities with varying complexity while under tight time frames.
• You have well-developed judgment and problem solving skills sufficient to analyze information and formulate responses to problems and issues.
• You have strong communication and interactive skills to convey factual and conceptual information on issues requiring detailed explanation/interpretation and communicate effectively at all levels in the organization.
• You have strong analytical skills to develop solutions to complex issues and provide interpretive advice to business leaders.
• You have strong verbal and written communication and presentation skills including excellent ability to build executive presentations using PowerPoint.
• Values matter to you. You bring your real self to work and you live our values – trust, teamwork and accountability.

#LI-TA

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 [email protected]

• CIBC is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise.

• 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 test (such as simulation, coding, French proficiency).

• We use artificial intelligence tools during the recruitment process. Our goal for the application process is to get to know more about you, all that you have to offer, and give you the opportunity to learn more about us.

Job Location

Toronto-81 Bay, 12th Floor

Employment Type

Regular

Weekly Hours

37.5

Skills

Business Cases, Business Planning, Group Problem Solving, Leadership, Pricing Strategies, Product Management, Product Marketing, Project Management, Relationship Building