Manager Client Operations (Commercial Banking)

City National Bank; Charlotte (NC); On-site; USD 92,000 - 157,000; Full time

Benefits offered by this job

Healthcare coverage

401(k) match

Tuition reimbursement

Time off

Fertility benefits

Career mobility

Employee groups

Job summary

City National Bank in Charlotte, NC seeks a Manager Client Operations to lead client and operational services for Commercial, Specialty or Corporate Banking. You will oversee risk, compliance, and staff performance while supporting relationship managers and portfolio growth.

Responsibilities include reviewing client activity, coordinating audits and federal exams, and implementing process improvements to boost efficiency and service quality.

Qualifications

• Bachelor's Degree or equivalent
• Minimum 15 years of experience in banking operations and servicing
• Minimum 7 years in a management capacity
• Bachelor’s degree in Business preferred, or related field with a minimum of 15+ years of experience in banking operations and servicing and 7+ 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

Responsibilities

• Review and approve activity on client accounts as needed.
• Identify and escalate exception conditions to the Division Operations Manager, the Relationship Manager and/or Manager, as appropriate.
• Manage 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.
• Manage the preparation for and participation in federal examinations, independent audits by the OCC and all internal audits.
• Manage 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.
• Identifies, recommends, and implements new processes and procedures to improve workflow and efficiency.
• Manage client and operation service workflow. Participates in delegating client assignments to the Account Officers based on experience, availability and number of relationships and complexity of operational service needs.
• Ensures quality client service.
• Meets with staff on regular basis, discussing operational issues/client relations/satisfaction.
• Advises management on issues affecting client relations ensuring the timely research and resolution of problems.
• Identifies and recommends methods to improve effectiveness and program(s) productivity.
• Resolves complaints, problems and/or issues to avoid financial/key relationship loss to the Bank.
• Is responsible for the Account Officers cross sale performance and required in person client call activity, ensuring colleagues receive product and sales training 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 unit strategic and risk management objectives to better support the growth and profitability of the division

Skills

Leadership

Communication

Regulatory knowledge

Risk management

Education

Bachelor's degree in Business

Job description

MANAGER CLIENT OPERATIONS

WHAT IS THE OPPORTUNITY?

Directs and manages the client and operational services of a Commercial, Specialty or Corporate Banking Services Division. Manages risk associated with the operational aspects of client relationships and their business transactions. Interprets and executes operational procedures in support of the Bank compliance policies and procedures as well as all regulatory requirements and communicates to staff. Ensures quality client service, operational integrity and regulatory compliance. Frequently communicates with staff and department managers to resolve operational or service related issues. Responsible the supervision of Account Officers and provides support to Division Managers and Relationship Managers in business development and portfolio management efforts. Represents the division as a liaison with branches and departments to resolve operational or service related issues.

WHAT WILL YOU DO?

• Risk Management/Compliance
• 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.
• Identifies, recommends, and implements new processes and procedures to improve workflow and efficiency.
• Client Services
• Manages client and operation service workflow. Participates in delegating client assignments to the Account Officers based on experience, availability and number of relationships and complexity of operational service needs.
• Ensures quality client service.
• Meets with staff on regular basis, discussing operational issues/client relations/satisfaction.
• Advises management on issues affecting client relations ensuring the timely research and resolution of problems.
• Identifies and recommends methods to improve effectiveness and program(s) productivity.
• Resolves complaints, problems and/or issues to avoid financial/key relationship loss to the Bank.
• Takes appropriate action to prevent future problems as necessary.
• Is responsible for the Account Officers cross sale performance and required in person client call activity, ensuring colleagues receive product and sales training as necessary.
• Staff Management
• 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 unit 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 15 years of experience in banking operations and servicing
• Minimum 7 years in a management capacity

Additional Qualifications

• Bachelor’s degree in Business preferred, or related field with a minimum of 15+ years of experience in banking operations and servicing and 7+ 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?

Compensation

Starting base salary: $92,114 - $156,880 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

• 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 Benefits and Perks.

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 About Us.

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.