Mgr Client Servicing 1LOD

MANAGER CLIENT SERVICING 1LOD

WHAT IS THE OPPORTUNITY?

Reporting to the Executive Vice President of Banking and Investment Services, the Senior Vice President, Head of Client Servicing is responsible for the client servicing program supporting our within City National Bank. The Client Servicing Manager will act as a thought leader, activist, and creator of all client servicing needs including Onboarding of clients, BSA, AML, and KYC activities across the enterprise, and will ensure that B&IS thoughtfully invests and develops capabilities to be able to manage a well-controlled operational team while complying with regulatory requirements. This role will establish well-managed processes for Banking & Investment Services as the organization continues to work towards the Target Operating Model. The successful candidate will be a highly skilled management executive with a proven ability to develop high impact analytical strategies, govern, and deliver large and complex technology-enabled programs in a matrixed organization. S/he will have direct experience implementing large-scale transformation programs and will partner closely with technology stakeholders in order to drive the strategic agenda. S/he will be expected to own and manage the B&IS applications supporting the client servicing aspects of onboarding / AML / BSA / KYC ecosystem.S/he will bring both a strategic and operational approach to driving an organization’s strategic Client Servicing journey and will be skilled at managing the associated risks. As well, this executive will have strong budget management skills and experience leading/ supporting investment decisions around enabling technologies along with maintaining and growth existing vendor relationships. S/he will have deep expertise working with the client onboarding and associated regulatory processes while driving strategies that enable the firm to successfully on board clients in a way that allows the team to support future growth with no risk to the process. A demonstrated ability to be successful in a large, complex enterprise is highly desired, especially with knowledge of complex client and account onboarding processes, operational complexity, and diverse customer needs.The successful candidate will be an intellectually curious, innovative thinker and will possess excellent critical thinking and analytical skills. As well, s/he will have strong influencing skills and will be adept at building trusted relationships and driving consensus at all levels of the organization and transformative culture change.

Banking and Investment Services Division
Banking and Investment Services plays an integral role in leading the strategic vision and execution of all banking operations. Our servicing and operations professionals partner closely with all of our lines of business to carry out critical functions, including client/deposit servicing, contact center operations, payments processing, and trade and lending operations, while identifying and mitigating risk throughout the organization. Servicing and operations professionals seek to transform and define an integrated support model through automation and cutting-edge digital technologies, to deliver an excellent experience for our clients and businesses.

WHAT WILL YOU DO?

• Own and drive enterprise strategy for Client Onboarding including AML/KYC/BSA processes. Work in close collaboration with Banking and Investment Services leads including Operations, Strategy & Transformation lead and Program Governance and provide updates to EVP of Banking and Investment Services.
• Understand and ensure compliance with all AML/BSA/KYC regulations associated with Client Onboarding
• Develop, drive and maintain a documented risk focused strategy delivering high impact commercial outcomes to build a safe and sound operations team
• Shape consistency in strategy setting and investment management, applying ‘best practices’ across Banking and Investment Services; point out potential opportunity gaps
• Identify opportunities for an enhanced client experience while adhering to regulatory compliance through strategies and transformative infrastructure
• Track full extent of investment and talent/FTE capacity across the organization and associated benefits
• Ensure the effectiveness of the Client Servicing model for Banking and Investment Services and recommend optimization as appropriate
• Provide a full view of regulatory operational investments and track their effectiveness in progressing towards target states and recommend adjustments as appropriate

WHAT DO YOU NEED TO SUCCEED

Must-Have*

• Bachelor’s Degree or equivalent
• Minimum 12 years of management & operations experience with proven ability to develop high impact strategies, governance, and deliver large and complex technology-enabled data programs
• Minimum 10 years of experience in a direct management leading large teams, including managing managers in matrix organization
• Minimum 5 years of experience interacting with regulators and understanding proper methodologies for interaction at the senior levels

Skills and Knowledge

• Highly skilled and operational management background preferably in Client Onboarding, AML, KYC and/or BSA
• Proven ability to develop and deliver large and complex technology-enabled data programs
• Direct experience implementing large-scale transformation programs across multiple departments and/or functions and converting data into knowledge, intelligence, and commercial impact
• Assist with the operational approach to driving an organization’s client servicing journey and will be skilled at managing the adoption for Banking and Investment Services
• Strong management skills and experience leading/ supporting investment decisions around data and enabling technologies; possibly through enhancing external vendor relationships
• Deep expertise working with regulations and ensuring compliance
• Ability to communicate effectively with regulators while building relationships that create trust and transparency
• Intellectually curious, innovative thinker and possess excellent critical thinking and analytical skills.
• Strong influencing skills and will be adept at building trusted relationships and driving consensus at all levels of the organization and transformative culture change
• Ability to implement inspiring Client Servicing vision for Banking and Investment Services
• Ability to effectively balance the desire/need for broad change with an understanding of how much change the organization is capable of handling, to create realistic goals and implementation plans that are achievable and successful
• Ability to set clear and challenging goals while committing the organization to improved performance; tenacious and accountable in driving results
• Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations
• A leader who is viewed by others as having a high degree of integrity and forethought in his/her approach to making decisions; the ability to act in a transparent and consistent manner while always taking into account what is best for the organizatio
• The ability to attract and recruit top talent, motivate the team, delegate effectively, celebrate diversity within the team, and manage performance; widely viewed as a strong developer of others
• The ability to persevere in the face of challenges, and exhibit a steadfast resolve and relentless commitment to higher standards, which commands respect from followers
• A leader who is self-reflective and aware of his/her own limitations; leads by example and drives the organization’s performance with an attitude of continuous improvement by being open to feedback and self-improvement
• Naturally connects and builds strong relationships with others, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
• Creates a sense of purpose/meaning for the team that generates followership beyond his/her own personality and engages others to the greater purpose for the organization as a whole

Compensation

Starting base salary: $175,745 – $326,377 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

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. Get an inside look at our Benefits and Perks.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.

ABOUT CITY NATIONAL

We start with a basic premise: Business is personal. Since day one we’ve always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled