Client Service & Operations Manager - Middle Market Banking

City National Bank • Irvine, CA

1d • $92,114 - $156,880

About The Position

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.

Requirements

• Bachelor's Degree or equivalent
• Minimum 15 years of experience in banking operations and servicing
• Minimum 7 years in a management capacity

Nice To Haves

• 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

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees