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Ops Prog and Controls Mgr

City National Bank

This is a Full-time position in Los Angeles, CA posted January 11, 2022.



This key position supports the Executive Vice President, Banking and Investment Services and has primary responsibility for designing and implementing a powerful, impactful workforce management strategy and establishing a robust operational risk and resiliency control framework across Banking and Investment Services at City National Bank.

In addition, the role will focus on building strategic solutions that re-imagine the way people and expense forecasting is conducted across Banking and Investment Services.

The role also provides a key leadership opportunity that includes responsibility for consultative advice and counsel to executives and senior management.

A primary area of focus is in supporting and advising on the implementation of Servicing and Operations risk programs and practices to ensure these align with best practices and regulatory requirements.

This critical role has responsibility as a central member of the operations senior management, serving as a cultural and thought leader for the Banking and Investment Services Division and City National Bank.

Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations.

Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization.

Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.


  • Lead the establishment of operational risk and resiliency control frameworks
  • Define a strategic roadmap for the control organization; including oversight and management frameworks for enterprise risk and resiliency management and workforce management
  • Establish appropriate control metrics, analytics and reporting that provide key insights into control effectiveness
  • Establish common control standards in partnership with second and third line control organizations to ensure business objectives and regulatory requirements are aligned and achieved
  • Oversee and drive large, often cross-functional organization-wide projects and initiatives to ensure the team is achieving/exceeding its commitments
  • Lead cross functional teams in implementing Banking and Investment Services control priorities and strategy.
  • Lead in designing and implementing predictive indicators for capacity and risk/control management for all leadership levels of the Banking and Investment Services team
  • Drive the development of organizational design and workforce management strategies:
  • Serve as liaison between staff, executives, senior leaders regarding company climate, employee well-being and engagement, project updates and planning
  • Act as a thought partner to identify, and effectively influence, business partners to achieve increased throughput and/or cost leverage
  • Drive organizational design, career development, and culture programming strategies
  • Conduct gap analysis of processes and capabilities (right people/right places/right roles) based on current process understanding, internal benchmarking and industry best practices through cross-functional and intra-functional team engagement
  • Sponsor a culture of innovation and continuous improvement through mentorship, people development programs, and corporate communications
  • Support and sponsor a culture of diversity and inclusion
  • Engage stakeholders to understand key priorities and problem areas as well as using stakeholder input to help design/refine solutions that are easy to use and quick to provide needed insights
  • Establish staffing models, and capacity plans to make appropriate recommendations to the EVP, Operations to ensure the implementation enables effective delivery and execution
  • Develop and execute cost to service and team management/allocation methodologies to reduce overall cost and increase transparency
  • Incorporate external talent intelligence as well as location and workforce insights into solutions, to better support decision making and workforce strategy development



  • Bachelor’s Degree or equivalent experience in Finance, Business, or Accounting
  • Minimum 10 years of experience in the financial services sector
  • Minimum 5 years of experience in controls, audit, quality assurance, operational risk management, or compliance preferred; or equivalent subject matter expertise in a relevant business related function/operation
  • Minimum 5 years Planning & Analysis or Corporate Finance function

Skills and Knowledge

  • Extensive relevant industry experience, ideally coupled with strategic, business management and financial experience
  • Thoughtful leader possessing a strength of personality and intellect to gain the respect of demanding business heads and senior partners
  • Ability to influence outcomes and get the best from people, even where no direct line management responsibility exists
  • Ability to learn new technologies and be an innovation driver
  • Broad experience with analytics and reporting tooling
  • Experience in relevant banking regulation and control frameworks and supervisory expectations for large complex financial institutions
  • Strong understanding of banking control frameworks, resiliency strategies, and industry risks
  • Demonstrates consistent track record of having worked on large, strategic cross-functional projects
  • Demonstrates a commitment to a culture of diversity and inclusion and people first leadership style
  • Track record of managing internal relationships and demonstrated experience in leading sustained change and change management efforts
  • Demonstrated ability to think strategically, analytically, and creatively problem solve
  • Well-developed listening skills and a strong ability to engage at the senior management level
  • Effective communicator, both orally and in writing and ability to present findings to senior management and stakeholders using data to tell a story
  • Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and ‘no surprises’ approach in communicating issues/requests
  • Strong leadership skills with a proven track record in driving positive and sustained change

*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.

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.


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.City National Bank requires all colleagues to be fully vacinated against COVID-19 to work on-site at any of our locations.