MANAGER CLIENT OPERATIONS II
WHAT IS THE OPPORTUNITY?
This role is responsible for leading a team dedicated to resolving client requests and enhancing service operations. Your role involves shaping operational policies and procedures, directing and managing the client and operational services within the Commercial Banking division. You will identify trends, generate innovative solutions, and ensure white glove service delivery. Your skills in being able to influence, manage stakeholders, and drive continuous improvement are crucial. You will be responsible for managing a culture of sound risk management and compliance, ensuring that all policies and procedures are adhered to and any potential issues are immediately escalated and remedied.
WHAT WILL YOU DO?
Lead and manage a team of Client Service Professionals, fostering a culture of risk management and continuous improvement
Reviews and approves activity on client accounts as needed.
Identifies and escalates exception conditions to the Division Operations Manager, the Relationship Manager and/or Manager, as appropriate.
Manages deposit account activities, which includes reviewing and approving daily Overdraft, UCF, Large Items, wire transfers, stop payments, etc.
Reviews risk management reports, including proper documentation of exception conditions, on a daily basis.
Manages the preparation for and participation in federal examinations, independent audits by the OCC and all internal audits.
Manages and implements action plans to correct findings from self-assessments, audits, or exam findings.
Ensures that the department consistently complies with all City National Bank policies and procedures, as well as applicable regulations.
Documents and maintains departmental procedures and job aids.
Identifies, recommends, and implements new processes and procedures to improve workflow and efficiency.
Manages client and operation service workflow. Participates in delegating client assignments to the Client Service Professionals based on experience, availability and number of relationships and complexity of operational service needs.
Ensures all Client Service Professionals consistently provide white glove service to our clients.
Regularly meet with colleagues to discuss operational issues/client relations/satisfaction.
Advises senior management on issues affecting client relations ensuring the timely research and resolution of problems.
Analyze complex data and situations to identify trends and opportunities, using your expertise to develop and test innovative solutions that align with our operational policies and procedures
Resolves complaints, problems and/or issues to avoid financial/key relationship loss to the Bank.
Takes appropriate action to prevent future problems as necessary.
Manages workflow, establishes priorities, and determines work assignments for direct reports
Monitors performance, assesses accomplishments, gives on-going performance feedback and conducts effective performance appraisals.
Trains, coaches, counsels and provides general direction and guidance to staff.
Provides feedback on individual and team accomplishments, areas of improvement, and problems to Division Operations Manager. Supports and participates as a team member in accomplishing objectives.
Participates and implements department strategic and risk management objectives to better support the growth and profitability of the division
WHAT DO YOU NEED TO SUCCEED?
Required Qualifications
Bachelor's Degree or equivalent
Minimum 10 years of experience in banking operations and servicing
Minimum 5 years in a management capacity
Additional Qualifications
Proficient in mentoring colleagues and utilizing strategic planning to drive business growth and achieve organizational goals.
Proficient in conflict management and resolution to effectively address and resolve complex client and team issues.
Proficient in digital literacy and process automation to enhance operational efficiency and service delivery.
Proficient in automation and quantitative reporting to support data-driven decision making and process improvement.
Bachelor's degree in Business preferred, or related field with a minimum of 10+ years of experience in banking operations and servicing and 5+ years in a management capacity.
Comprehensive knowledge of all aspects of operational banking functions.
Strong understanding of regulations, state and federal laws, procedures, practices and principles for private deposit operations.
Thorough knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
Good management skills with emphasis on planning, organization and scheduling.
Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
WHAT'S IN IT FOR YOU?
CompensationStarting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks
At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:
Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement
Get a more detailed look at our https://careers.cnb.com/benefits.
ABOUT US
Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America's leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at https://www.cnb.com/about-us.html.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.
