Company Information:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.

We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.

We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

Position Overview:

Reporting to the AVP, Client Experience and Change, the Client Change Lead is responsible for leading and directing client change initiatives of varying complexity across multiple business lines and stakeholders. This role acts as the primary liaison for clients and internal partners, ensuring that exceptional client experience is the key measure of success. The Client Change Lead navigates organizational structures, facilitates communication, and manages the end-to-end delivery of assigned changes, leveraging internal knowledge and a client-focused approach.

Responsibilities:

• Establish and execute activities to achieve change request outcomes.
• Lead data and change delivery for client initiated reporting or SFTP requests and/or client onboarding activities, for SSO and API initiatives, applying industry and organizational best practices.
• Contribute to the development and evolution of Client Change toolkits to meet changing industry and client needs for quicker time to market.
• Apply structured change management processes and tools to deliver initiatives on time, within budget, and to desired outcomes, while identifying opportunities to optimize processes.
• Collaborate with clients and stakeholders to ensure a client-first approach and a seamless experience.
• Build productive relationships with internal teams, BNY, CIBC, vendors, and partners, developing subject matter expertise on client changes.
• Cultivate and leverage internal expertise to develop effective solutions, coordinating all activities and deliverables with key stakeholders (e.g., Operations, Client Experience, Client Account Activation Management).
• Maintain up-to-date knowledge of solution provider releases and changes.
• Ensure comprehensive requirements, playbooks, and toolkits are developed and maintained.
• Lead regular client and internal meetings/forums to communicate project milestones and schedules to stakeholders, ensuring delivery commitments are met.
• Lead all aspects of change initiatives, working closely with business and technology partners to oversee all phases of the work..
• Provide regular updates to internal and external stakeholders, lead meetings to review progress, and ensure visibility of issues and risks.
• Ensure initiatives are delivered within agreed scope, time, cost, and quality parameters.
• Develop and maintain appropriate documentation to support change initiatives.

Qualifications:

Education/Experience / Specific Knowledge & Skills

• University degree or equivalent.

• Minimum 3 years of progressive experience, with at least 2 years in structured process roles within financial services.

• Proven ability to solve issues, often requiring coordination of senior resources.

• Strong relationship management and stakeholder engagement skills, with the ability to build trust at all levels.

• Demonstrated ability to foster a client-first team culture.

• Effective in driving initiatives amidst ambiguity and limited information.

• Strong stakeholder management, negotiation, and conflict resolution skills.

• Knowledge of operational procedures, securities industry, and related platforms.

• Ability to build and maintain relationships with business and technology partners.

• Excellent time management, leadership, organizational, analytical, and communication skills.

• Strong business and technical acumen, with agility to learn new areas quickly.

• Effective presentation, written, and verbal communication skills.

• Exceptional problem-solving and critical-thinking abilities.

Working Conditions Unique to Job

• Occasional travel

CIBC Mellon's Values:

Get it Right Every Day: Deliver service excellence while always acting with the highest ethical standards
Put Clients at the Centre: Advocate for clients by listening, sharing knowledge, and bringing the right solutions forward
Be One Family: Challenge, empower and recognize your colleagues
Take Ownership: Speak up, speak out, and make things better