Client Service Manager- Entertainment & Sports Banking

Client Service Manager- Entertainment & Sports Banking

WHAT IS THE OPPORTUNITY?

This colleague will be responsible for the client service and operational integrity of multiple Entertainment and Sports Banking teams managing large, diverse and complex client relationships. Responsible for direct supervision of Client Service Professionals and management of operational staff, including training and development. They provide the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution. Provides operational support and communication to Team Leaders, Relationship Managers, and all stakeholders related to the client service journey. Acts as liaison with branches and departments to resolve operational or service related issues. Promotes and implements quality service to clients when ensuring that the department consistently complies with CNB operational policies and procedures, as well as applicable regulations. Oversees the effective management of risks associated with operational aspects of client relationships. Ensures regulatory compliance and colleague adherence to CNB policies and procedures.

WHAT WILL YOU DO?

• Staff Management of 10-15 individuals who work directly with clients and relationship managers
• 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.
• Oversees activities of Client Service Professional, managers and other operational staff as assigned. Provides input for performance appraisals, salary and promotion recommendations.
• 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.
• Risk Management/Compliance
• Ensures that the department consistently complies with all City National Bank policies and procedures, as well as applicable regulations, and in doing so insures that the department effectively manages the risks associated with each relationship. Utilizes good judgment to ensure that any potential loss situation that could adversely affect the Bank is given an adequate level of visibility with the Division as well as appropriate units within the Bank.
• In conjunction with the Administrative Manager evaluates and recommends changes in operations procedures and/or enhancements of internal control systems to management based on observations and audit results. Effectively implements approved changes within the Division.
• Has signing authority for approving deposits, overdrafts, transfers and other operational work within approved limits.
• Manages deposit account activities, which includes reviewing and approving daily Overdraft, UCF, Large Item and High-Risk Assessment reports.
• Reviews risk management reports, including proper documentation of exception conditions, on a daily basis.
• Maintains up to date knowledge of Bank policies, procedures and compliance requirements.
• Effectively reviews and approves activity on client accounts. Identifies and escalates exception conditions as appropriate.
• Provides operational guidance to all department staff as needed. Ensures that appropriate staff receives operations training as necessary. Conducts internal training as required.
• Conducts operational self-assessments and internal certifications as required. Achieves "Satisfactory" rating during all operational audits and reviews.
• May be assigned additional administrative duties or projects by Admin Manager.
• Client Services
• Interacts in an effective and professional manner with all levels of Bank personnel, corporate and clients demonstrating commitment to quality customer service.
• Resolves complaints, problems and/or issues to avoid financial/key relationship loss to the Bank. Takes appropriate action to prevent future problems as necessary.
• Determines deadlines, plan and schedule major work assignments.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent
• Minimum 5 years of Operations experience required
• Minimum 7 years of Financial Services experience required
• Minimum 5 years of supervisory or management experience required

Additional Qualifications

• 7+ years in a management and leadership capacity.
• Comprehensive knowledge of all aspects of operational banking functions.
• Strong understanding of regulations, state and federal laws, procedures, practices and principles for deposit operations.
• Thorough knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures. The ability to utilize data to support effective decision making.
• 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.

WHAT'S IN IT FOR YOU?

Compensation
Starting base salary: $92,114 - $156,880 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.