Job Details: MANAGER CLIENT EXPERIENCE AND OPERATIONS
WHAT IS THE OPPORTUNITY?
This position is responsible for division client service delivery and excellence to high-net worth client relationships.
Provides leadership and direction to the client service teams with the primary goal of fostering client retention and loyalty.
As the primary driver of client service success, this position will refine processes that are repeatable and scalable, design metrics for client satisfaction measurement, and develop highly skilled teams who work closely with clients ensuring a quality client experience, operational integrity, and regulatory compliance.
Provides sales support to Private Bankers and/or Client Managers in business development and portfolio management efforts with a continuous focus on strengthening client relationships.
Must be in good standing under “The Secure and Fair Enforcement for Mortgage Licensing Act of 2008” (Safe Act) and must be registered/licensed with the “Nationwide Mortgage Licensing System and Registry”; or must be able to be registered under the Safe Act.
Must remain in good standing under the Safe Act.
Private Banking Division
As a member of City National’s Private Banking group, you will help deliver tailored financial solutions to high
– and ultra-high-net-worth families, select professional services firms and select nonprofits.
Exceptional, customized service and integrated solutions and strategies, investment management, trust and wealth planning set this team apart.
WHAT WILL YOU DO?
Staff Management
Respond to questions or inquiries from internal and external clients/colleagues concerning operational policies, procedures, etc.
to avoid elevating to the Region Manager and/or Liquidity Solutions Head.
Monitor performance, assess accomplishments, and give on-going performance feedback.
Conduct annual performance appraisals for direct reports.
Hire, train, coach, counsel and provide general direction and guidance to staff.
Coach team leads in areas of staff relations, performance, efficiency, and quality.
Work with PB Sr.
Management to create, recommend, and implement goals for talent strategies and learning and development plans.
Provide feedback on individual and team accomplishments, areas of improvement, and problems to Region Manager and participate as a team member in accomplishing objectives.
Develop and motivate team members; identifies staff development needs and provides educational/training opportunities.
Attend client meetings at the request of the Private Banker to facilitate complex service needs and/or assist in problem resolution.
Client Services/Relationship Management
Develop service improvement strategies and goals to ensure consistency and quality across the client service delivery channels.
Meet with staff on regular basis, discussing operational issues/client relations/satisfaction.
Advise Liquidity Solutions Head and Region Manager(s) on issues affecting client relations ensuring the timely research and resolution of problems.
Identify and recommend methods to improve effectiveness and program(s) productivity.
Resolve complaints, problems and/or issues to avoid financial/key relationship loss to the Bank.
Take appropriate action to prevent future problems as necessary.
Work with Regional Managers to increase the ability to deepen existing client relationships through PBO development and ongoing assessment and remediation.
Create new processes to drive and optimize efficiency while ensuring sound risk decisions within the PBO delivery teams.
Function as a critical point of escalation for all regional service matters, client complaints, and issues requiring immediate remediation.
Cross Sell/Business Development
Work with Liquidity Solutions Head and Colleague & Business Development Program Manager to provide necessary product training and development to direct reports as part of the Mastery Program.
Work with Private Bankers and/or Client Managers to implement cross sell and retention strategies to promote the revenue growth and profitability of the team.
Create and maintain effective relationships within and among teams, ensuring lines of communication remain open and clients are services at a consistently high level.
Work with team to help identity new opportunities by deepening and broadening existing relationships.
Compliance/Risk Management
Identify and escalate exception conditions to the Region Deposit Risk Managers, Client Managers, Private Bankers and/or Region Manager, as appropriate.
Manage and implement action plans to correct findings from operation reviews, audits, or exam findings.
Comply with all Bank policies and procedures and ensure team’s adherence to the Bank’s regulatory requirements.
Responsible and accountable for appropriate quality controls related to the financial products the bank provides, the services the bank delivers, the processes employed and the incentives with which colleagues are awarded.
All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National’s PRIDE statement.
WHAT DO YOU NEED TO SUCCEED
Must-Have*
Minimum 10 years of experience in banking operations and servicing
Minimum 5 years in a management capacity
Skills and Knowledge
12 years of experience in banking operations/private banking operations support and servicing.
7+ years in a supervisory capacity
Bachelor’s Degree
Comprehensive knowledge of all aspects of operational banking functions for both deposits and lending.
Thorough understanding of Bank policies and procedures, as well as regulatory requirements
General knowledge of automated support systems, department efficiency and productivity, and personnel policies and procedures
Excellent verbal and written communication skills to effectively interact with all levels of management and staff
Maintain complete knowledge of all Bank products and services
Achieve digital mastery; demonstrates capabilities to adapt learn, and utilize evolving automation and technology to perform the job
*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 we’ve 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.
In order to be hired and work at City National Bank, you must be fully vaccinated against COVID-19.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled