Manager, Branch Administrator CIBC Wood Gundy

at  CIBC

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.
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The Manager Branch Administration has people management responsibility for Branch Administrators and select members of the branch support team for large branches generating at least $50 M in annual gross revenue. These accountabilities include creating a positive work environment, leading and coaching the Branch Administrators on their People Leadership skills, developing employee capability and managing performance. In addition the Manager Branch Administration will have President’s and Chairman’s club IA Support Team members report into this role.
The incumbent is also responsible for overseeing and effectively managing the day-to-day branch operations and administration. This includes proactively identifying opportunities to increase operational effectiveness, acting as a senior point of escalation in resolving branch issues and employee/Investment Advisor conflicts/concerns, facilities management and technology support.
At CIBC we enable the work environment most optimal for you to thrive in your role. To successfully perform the work, you’ll be on-site full-time Monday through Friday.

KEY ACCOUNTABILITIES

People Management

• Create and foster a positive work environment to deliver high levels of performance and employee engagement.
• Lead and coach the L05 & L06 Branch Administrators and President’s and Chairman’s club IA Support Team members.
• Partner with Talent Acquisition, Branch Staffing and HR to source, hire and onboard high potential employees.
• Work with employees to understand their capabilities and skills, and provide regular coaching to help them develop.
• Provide fair and accurate formal and informal feedback. Identify and remove obstacles to performance. Explain how performance expectations align with business priorities.
• Work with HR on performance management issues and ensure timely follow through.
• Motivate, recognize and appreciate employees through informal and formal recognition programs (i.e. Moment Makers, Anniversaries).
• Empower employees by referring them to the resources and the tools available to address IA and client inquiries.
• Act as a champion of CIBC’s vision and values and ensure employee adherence.

HR Management

• Support, mediate and resolve branch issues, conflicts and concerns. Escalate and partner with HR on employee issues and concerns as required.
• In partnership with WG Staffing, manage branch staffing levels. Ensure appropriate approvals are obtained for new hires and staff changes.
• Monitor workloads and schedules, and align support according to Branch and IA requirements.
• Support and coordinate hiring and onboarding of all staff.
• Provide counsel and guidance to staff on HR and Operational issues and questions.

Branch Operations

• Create a culture of operational excellence.
• Ensure the branch is managed efficiently and effectively, and implement Branch and Corporate initiatives.
• Identify opportunities for increased efficiency; monitor and control branch budget and expenses to ensure profitability.
• As the point person on premises, liaise with various stakeholders (i.e. landlords & Head Office) to resolve premises and real estate issues.
• Address operational issues that arise quickly; escalate as necessary and communicate to staff accordingly
• Support the implementation of new technology systems and upgrades.
• Provide product knowledge and technical training to all staff on technology upgrades and enhancements.

Governance and Controls

• Minimize risk by ensuring that employees adhere to established workplace policies, practices and procedures.
• Ensure provision of a safe work environment in which to work by following CIBC policies and procedures.
• Champion and monitor participation in corporate mandatory e-learning.

Client Experience and Satisfaction

• Role model how to address and quickly resolve complaints to ensure a positive client experience.
• Support resolution of client complaints.

KNOWLEDGE AND SKILLS

• Successful completion of the Canadian Securities Course and associated IIROC licensing requirements
• Strong people management skills to work effectively with and to manage and coach support staff and people managers in multiple locations
• Superior problem-solving skills sufficient to resolve issues and conflicts throughout the day
• Extensive experience in the financial services and brokerage industry in a similar capacity
• Strong knowledge of Wood Gundy operations/practices/procedures and Head Office operations
• Superior organizational and time management skills sufficient to deal with numerous activities with varying degrees of priority
• Ability to meet the needs of staff in a highly competitive environment where staff and client mobility is high
• Advanced communications skills to disseminate an array of information to branch staff
• Excellent computer and technology skills
• Strong product knowledge

• 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.
• As an employee of CIBC, the incumbent must comply with all applicable CIBC and Line of Business policies, standards, guidelines and controls.