Manager Client Operations (Commercial Banking)

City National Bank • Charlotte, NC

6d

About The Position

The Manager Client Operations directs and manages client and operational services for a Commercial, Specialty, or Corporate Banking Services Division. The role manages risks associated with client relationships and business transactions, interprets and executes operational procedures in support of bank policies and regulatory requirements, and communicates those requirements to staff. It ensures quality client service, operational integrity, and regulatory compliance.

The manager supervises Account Officers and supports Division Managers and Relationship Managers in business development and portfolio management. The position works with staff and department managers to resolve operational and service issues and represents the division in coordinating with branches and other departments.

The role oversees account activity and risk management, prepares for and participates in examinations and audits, manages action plans for findings, and identifies process improvements. It also manages client-service workflows, complaint resolution, staff assignments, coaching, performance feedback, and unit objectives.

Requirements

• Bachelor's degree or equivalent.
• Minimum 15 years of experience in banking operations and servicing.
• Minimum 7 years of experience in a management capacity.
• Comprehensive knowledge 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 an emphasis on planning, organization, and scheduling.
• Excellent verbal and written communication skills to interact effectively with all levels of management and staff.

Nice To Haves

• Bachelor's degree in Business or a related field.

Responsibilities

• Review and approve client account activity as needed, and identify and escalate exception conditions to appropriate managers.
• Manage deposit-account activity, including review and approval of daily overdrafts, UCF, large items, wire transfers, and stop payments.
• Review daily risk-management reports and ensure exception conditions are properly documented.
• Manage preparation for and participation in federal examinations, independent OCC audits, and internal audits.
• Develop and implement action plans to correct findings from self-assessments, audits, and examinations.
• Ensure consistent compliance with City National Bank policies, procedures, and applicable regulations.
• Identify, recommend, and implement processes and procedures to improve workflow and efficiency.
• Manage client-service and operational workflows and delegate client assignments to Account Officers based on experience, availability, relationship volume, and operational complexity.
• Ensure quality client service; meet regularly with staff to discuss operational issues and client relations and satisfaction.
• Advise management about issues affecting client relations and ensure timely research and resolution of problems.
• Identify and recommend ways to improve effectiveness and program productivity.
• Resolve complaints, problems, and issues to help prevent financial or key relationship loss, and take action to prevent future problems.
• Oversee Account Officers' cross-sale performance and required in-person client calls, ensuring colleagues receive product and sales training as needed.
• Manage workflow, set priorities, and assign work for direct reports.
• Monitor performance, assess accomplishments, provide ongoing feedback, and conduct performance appraisals.
• Train, coach, counsel, and guide staff.
• Provide the Division Operations Manager with feedback on individual and team accomplishments, improvement areas, and problems.
• Support and participate as a team member in accomplishing objectives.
• Participate in and implement unit strategic and risk-management objectives that support division growth and profitability.

Benefits

• Medical, dental, and vision plans available the first of the month following the start date.
• 401(k) company matching contribution.
• Tuition reimbursement and internal upskilling and training resources.
• Vacation, sick, and volunteer time.
• Fertility benefits and cancer, diabetes, and musculoskeletal support programs.
• Career mobility support from a dedicated recruitment team.
• Colleague Resource Groups for networking and community engagement.
• Eligible for bonus and/or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager