Manager Mortgage Operations Excellence - Empower LOS

City National Bank; Jacksonville (FL); On-site; USD 122,535 - 208,715; Full time

Benefits offered by this job

Comprehensive healthcare coverage

Generous 401(k) matching

Tuition reimbursement

Job summary

City National Bank in Jacksonville is seeking a Manager for Mortgage Operations Excellence, responsible for leading initiatives to enhance operational processes. This role requires a deep understanding of financial services and strong collaboration skills to work with various departments.

The ideal candidate should have a Bachelor's Degree, a minimum of 5 years in management within bank operations, and a proven track record in process improvement and project management. A competitive salary range of $122,535 - $208,715 is offered, along with comprehensive benefits.

Qualifications

• Minimum 5 years management experience in bank operations.
• Minimum 8 years process improvement or project management experience.
• Strong critical thinking skills to handle ambiguity.

Responsibilities

• Lead cross-functional initiatives to improve operations.
• Collaborate with leaders to set improvement metrics.
• Report on process and technical progress.

Skills

Process improvement

Project management

Communication skills

Quantitative analysis

Education

Bachelor's Degree or equivalent

Job description

Manager Mortgage Operations Excellence

This position is responsible for leading critical and high-visibility cross‑functional initiatives, deploying best practices across the organization, working with other senior leaders to build and execute effective improvement operational initiative roadmaps and execution plans. The position will also provide solutions to initiatives that should result in sustainable business improvements impacting the areas of process controls, cost reduction, productivity, efficiency, quality and compliance with the goal of exceeding customer experience and expectations. This position will be core to setting, organizing and prioritizing all technical and process‑related efforts to align to operational strategy.

What will you do?

• Interact and collaborate with Lending Operations and Line of Businesses to align vision, functionality and roadmap.
• Gain fundamental understanding of operations workflows, constraints and opportunities to establish Day 1 Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs).
• Collaborate with Process Improvement Leaders to drive the identity and sizing of process and technical solutions.
• Leverage the Voice of Our Clients (internal and external) as a key integration to prioritizing process improvement efforts to reduce client pain‑points and improve client delivery.
• Develop and maintain solid partnerships with leaders across Residential Lending, Front Line Sales, and other support groups across the bank to empower 360° feedback group and transparency of the improvement roadmap.
• Frequently report on the end‑to‑end process and technical progress and the improved impact on client experience KPIs and OKRs.
• Own the prioritization of all technical projects and enhancements based on criticality of need and benefit.
• Provide leadership in developing and deploying practical solutions to complex operational/organizational needs.
• Lead the team to deeply understand/document business processes and perform gap analysis for department processes and functions; recommend improvements in partnership with department leaders; determine resources needed to execute on operations improvement initiatives; get results through influence and consensus building across operations teams; and identify and share best practices across the organization.
• Set improvement initiative success metrics across dimensions of customer satisfaction, profitability and internal efficiency/effectiveness; be accountable for operational excellence team achievement of successful outcomes in execution of initiatives; measure the effectiveness of improvements and provide visibility to senior management.
• Lead change management, including team members that are directly responsible for key change management processes, and provide a consultative role for other change management across the division; understand the overlaps, handoffs, and dependencies with other ongoing initiatives across the organization.

What do you need to succeed?

• Bachelor's Degree or equivalent.
• Minimum 5 years management experience leading or supporting bank operations.
• Minimum 8 years process improvement, project management or consulting experience.
• Minimum 3 years of experience leading teams to deliver innovative solutions to improve business capabilities.

Additional Qualifications

• Deep understanding of Financial Services Operations with a preference in US Mortgage Banking.
• Prior experience in documenting, mapping and analyzing business processes; and experience in capturing insights from data analysis.
• Strong critical thinking skills to handle ambiguity and situations with no clear answers.
• Demonstrated ability to build relationships, manage conflict, manage detail and innovate solutions.
• Experience identifying and directing problem‑management efforts to drive high client‑value opportunities for prioritization within the development life cycle.
• Strong ability to solve complex process‑related problems with the ability to implement creative, innovative solutions utilizing a variety of performance‑improvement principles, tools, and techniques.
• Project management skills with proven ability to effectively lead project teams and work streams.
• Strong quantitative, statistical modeling and data analysis skills.
• Excellent interpersonal skills and ability to work with all levels of staff and management.
• Excellent verbal and written communication skills; ability to develop and deliver presentations.
• Strong organizational/planning skills.
• Ability to lead and manage multiple projects within budget and time constraints.
• Ability to effectively lead and motivate cross‑departmental teams.
• Team oriented, but able to work independently and manage multiple tasks.

What’s in it for you?

Compensation

Starting base salary: $122,535 - $208,715 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.

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.