Manager Client Onboarding

MANAGER CLIENT ONBOARDING

WHAT IS THE OPPORTUNITY?

Leads Central Operations Teams in the delivery of New Client and Account onboarding. Responsible for supervising, planning, developing, managing and motivating colleagues involved in New Account operations. Responsible for building and maintaining relationships with internal and external customers; while providing exemplary customer service and managing a high volume fast pace production department. Adheres to Bank compliance policies and procedures as well as all regulatory requirements and guides directionally to staff. Identifies key business value drivers, defines metrics to inform performance and meet defined SLA's. Supports decision making and fosters positive thought partnerships to ensure department provides quality client service, operational integrity and regulatory compliance with all processes/procedures in client and account opening. Subject matter expert in deposit account structures and documentation requirements.

WHAT WILL YOU DO?

• Leads, develops, implements and provides the ongoing management of one or more of the following end-to-end processes including Client and Account Opening, Call back, Supersedes, Legal Review, CIS maintenance and document Imaging.
• Responsible for the development of risk mitigation strategy and process improvement for new accounts. Identifies, evaluates and mitigates risk to business objectives, process workflows and service initiatives.
• Assist team members with resolving escalated member service conflicts as necessary.
• Provides subject matter expertise and project support for initiatives for the design and implementation of new products and services.
• Ensure the customers receive outstanding and timely service. Leads the partnership with Compliance, Internal Audit and Legal to ensure risk mitigation efforts, both tactically and strategically, are agreed upon and aligned with overall corporate direction.
• Responsible for developing new account end to end processes and procedures for department to ensure in compliance with regulatory requirements
• Oversees daily operational service, quality and productivity of the department.
• Manages the efficiency and effectiveness within the department. Sets measureable goals and examines ways to raise standards, improve quality, and improve overall performance of the department.
• 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.
• Proactively recognizes, plans and acts on the need for improvement of team processes.
• Works with Senior Management to resolve complex operational issues; provides research related to system functionality; develops, clarifies and enhances policies and procedures; and streamlines operations.
• Maintains broad understanding of regulatory compliance and industry practices; works with the Legal and Compliance departments to interpret, integrate and enforce compliance matters throughout the bank. May include development and enforcement of procedures related to CNB’s Bank Secrecy Act compliance program, including anti-money laundering, currency transaction reporting, due diligence investigations, and the Client Information and Know Your Customer programs.
• Actively participates in bank wide initiatives, providing input for operational and client impact. May act for and serve as the Division representative in Bank initiatives, as assigned.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Minimum 8 years of banking operations and/or regulatory experience
• Minimum 8 years of new deposit account experience
• Minimum 5 years of management experience

Additional Qualifications

• Deep and broad understanding of both banking & investment operations and services.
• Deep knowledge of legal documents
• Successful track record and experience with risk and compliance.
• Understanding of current regulatory environment, and applicability.
• Demonstrated leadership and collaboration capabilities.
• Ability to work across multiple organizations and lead through influence.
• Effective team building experience.
• Ability to negotiate and manage external vendors
• A strong understanding of technology.
• Experience developing and managing budgets and financials.
• Strong communication skills, with ability to plan and present to executive leadership.
• Ability to drive discussions to decisions and execution.
• Ability to manage multiple initiatives simultaneously.

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.
Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.