WHAT IS THE OPPORTUNITY?
The Technical Support Manager will be responsible for providing operational and maintenance technical support for Treasury Management applications (e.g., ACH, Bill Pay, eDeposit, Positive Pay, Treasury Net, etc.).
Responsibilities include making key decisions for technical issues for Treasury Clients, monitoring scheduled production activities and confirming success, providing guidance on resolving complex technical issues, coordinating with Production Support, third party vendors and internal IT technology groups and Treasury Product Managers to resolve systems functionality and performance issues, evaluating operational and support capabilities and requirements for proposed new or revised application systems and ensuring that all processes and procedures are documented.
Maintains and updates a CRM of issues and prepares and provides management with top and trending technical issues reports (e.g., weekly, monthly, etc.) all while ensuring Technicians are delivering A+ Customer Service.
Performs other duties as requested.
The Technical Support Manager requires advanced understanding of other related business and technical disciplines/processes and will be responsible developing policies and procedures for the Tech Support/Tier 2 area.
Colleague at this level will also act as the primary liaison between Client Services and Production support and Product Managers.
Provides expertise, knowledge, and guidance for problems resolution, coordination, and escalation.
Maintains currency and highest level of technical skill/knowledge in all Treasury Management products and services.
Strong interpersonal and communication skills to effectively work with all levels of management.
Handles the most complex technical problems.
Treasury Management Solutions Division
As a member of City Nationals Treasury Management Solutions group, you will make a difference by delivering integrated technology solutions to help clients more efficiently manage their businesses and working capital.
This group drives and supports the banks cash management products and services that won City National four of its 11 Greenwich Excellence Awards in 2018.
WHAT WILL YOU DO?
- Provide guidance for Tech’s delivering Technical support for Treasury Management applications (e.g., ACH, Bill Pay, eDeposit, Positive Pay, Treasury Net, etc.).
- Manage and coordinates with Production support while logging all issues within the CRM while following a well-documented escalation process.
- Ensure that full and detailed resolutions are given to clients and trends are identified within Technical Team.
- Ensure that all processes and procedures are documented.
Obtains and catalogs workflow diagrams for all processes that touch/affect Treasury Management applications.
- Maintain and update technical issues and resolutions and partner with Production Support on solutions and resolutions.
- Work to improve SLA for cases that are assigned to Technical Support Team.
- Attend monthly product meetings delivering top technical issues and suggestions for product updates.
- Complly fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g.
Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct, etc.).
- Delegate technical responsibilities and monitor the progress of projects
- Colleague at this level will also act as the primary liaison between Production Support and Client Services.
- Provides expertise, knowledge, and guidance for problems resolution, coordination, and escalation.
- Maintains currency and highest level of technical skill/knowledge in all Treasury Management products and services.
- Handles the most complex technical problems.
WHAT DO YOU NEED TO SUCCEED
Must-Have*
- Minimum of 5 years of experience in Treasury Management systems/software
- Minimum of 5 years of experience in a financial services industry
- Minimum of 2 years of Leadership experience
Skills and Knowledge
- Preferred degree from a four-year college or university with concentration in a discipline directly related to the financial services industry or equivalent five years of experience in supporting complex Treasury Management systems and/or software.
- This level requires advanced understanding of other related business and technical disciplines/processes and will be responsible developing policies and procedures for production support area.
- Strong interpersonal and communication skills to effectively work with all levels of management.
*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.
It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.
ABOUT CITY NATIONAL
We start with a basic premise: Business is personal.
Since day one weve always gone further than the competition to help our clients, colleagues and community flourish.City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today.
City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled