Manager Client Services - Middle Market Job Listing at City National Bank in Newark, DE (Job ID 11175-1)

Description

MANAGER CLIENT OPERATIONS II

East Coast Based (NYC or DE)
Hybrid In-Office (4 Days per week)

WHAT IS THE OPPORTUNITY? Leads the client and operational services activities of the Middle Market Servicing unit. Directs and manages the client and operational services of the Middle Market business. This position is responsible for leading the day-to-day service activities related to accounts, treasury, and loans. Oversees all aspects of client experience from service request processing/research, monitoring of request/implementations, and ensuring risk and regulatory requirements are met. Ensures client centered experience of exceeding expectations is maintained after account opening. Provides support to the Relationship Team (RM, Credit, Treasury, etc.) as needed. This position acts as a liaison to other departments throughout the bank to identify solutions and resolve any opportunities that have an impact on the customer experience.

WHAT WILL YOU DO?

Required Qualifications*

• Oversee day-to-day client servicing and operation from client servicing handoff to offboarding.
• Knowledgeable - Comprehensive knowledge of all aspects of operational banking functions including technical proficiency with legal documentation, KYC, commercial product utilization and basic proficiency with all Treasury/Loan related products. General knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures.
• Responsive - Ensures an exceptional client service experience standard is met. Identifies and escalates exception conditions as appropriate. Advises management on issues affecting client experience ensuring the timely research and resolution of issues and impediments.
• Accountable - Identifies, owns and resolves complaints, problems and/or issues, to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future issues as necessary to identify root cause and go forward solutions.
• Engaged - Point of contact for all day-to-day activities independently or with the Relationship Managers, Treasury and Underwriting Teams.
• Risk - Monitors and is accountable for ensuring that the team consistently complies with all City National Bank policies and procedures, established controls, and applicable regulations to mitigate risk.
• Solution Oriented - Identifies and implements new processes and procedures to improve workflow and efficiency.
• Communication - Excellent verbal and written communication skills to effectively interact with all levels of management and staff.
• Establish/Review/Monitor reporting to identify trends with SLAs related to account opening, KYC, product opening, and quality on a regular basis via weekly and monthly reporting and reviews.

WHA DO OYU NEED TO SUCCED?

• Minimum 12+ years experience in commercial/middle market banking client service, operations or relationship management support required
• Minimum 3+ years experience in commercial/middle market onboarding experience required
• Minimum 5+ years lead or supervisory experience

Additional Qualifications

• Participate and/or lead projects that are needed for strategic, regulatory or enterprise related.
• Within authority, perform deposit, treasury and loan operations-related activities to ensure both the client and bank's needs are met
• Maintain up-to-date knowledge of account activity by reviewing various reports and systems. Identify potential problems and take appropriate action necessary to avoid financial loss to the Bank.
• Respond timely and accurately to inquiries from the Bank's Financial Intelligence Unit (KYC/AML) and/or other Support Unit's regarding client transactions and account activity.
• Act as primary liaison between the client and all areas of the bank. Perform follow-up with all client requests to ensure completion and satisfaction.
• Resolve client inquiries and complaints and take appropriate action to prevent future problems.
• All other initiatives or responsibilities as deemed necessary to deliver an exceptional customer experience.

WHAT'S IN IT FOR YOU? Compensation Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and Perks At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

• 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.

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