City National Bank

Provides banking, investment, and trust services

Manager Client Operations - Commercial Banking

Retail & Commercial BankingUpdated on Nov 5

Full-timeCharlotte, NC, USA

About the Job

Requirements

A bachelor's degree or equivalent is required.
At least 15 years of experience in banking operations and servicing is required.
At least 7 years of experience in a management capacity is required.
Comprehensive knowledge of all aspects of operational banking functions is required.
A strong understanding of regulations, state and federal laws, procedures, practices, and principles for private deposit operations is required.
Thorough knowledge of complex support systems, department efficiency and productivity, and personnel policies and procedures is required.
Management skills emphasizing planning, organization, and scheduling are required.
Verbal and written communication skills to interact effectively with all levels of management and staff are required.

Responsibilities

Direct and manage client and operational services for a Commercial, Specialty, or Corporate Banking Services Division.
Manage risk associated with the operational aspects of client relationships and business transactions.
Interpret and execute operational procedures that support bank compliance policies, procedures, and regulatory requirements, and communicate them to staff.
Ensure quality client service, operational integrity, and regulatory compliance.
Communicate with staff and department managers to resolve operational or service-related issues.
Supervise Account Officers and support Division Managers and Relationship Managers in business development and portfolio management efforts.
Represent the division as a liaison with branches and departments to resolve operational or service-related issues.
Review and approve activity on client accounts as needed.
Identify and escalate exception conditions to the Division Operations Manager, Relationship Manager, or Manager, as appropriate.
Manage deposit account activities, including reviewing and approving daily overdrafts, UCF, large items, wire transfers, and stop payments.
Review risk management reports daily, including proper documentation of exception conditions.
Manage preparation for and participation in federal examinations, independent audits by the OCC, and internal audits.
Manage and implement action plans to correct findings from self-assessments, audits, or examinations.
Ensure consistent compliance with City National Bank policies and procedures and applicable regulations.
Identify, recommend, and implement processes and procedures to improve workflow and efficiency.
Manage client and operational service workflow.
Delegate client assignments to Account Officers based on experience, availability, number of relationships, and complexity of operational service needs.
Meet regularly with staff to discuss operational issues, client relations, and satisfaction.
Advise management on issues affecting client relations and ensure timely research and resolution of problems.
Identify and recommend methods to improve effectiveness and program productivity.
Resolve complaints, problems, or issues to avoid financial or key relationship loss to the Bank, and take action to prevent future problems as needed.
Oversee Account Officers' cross-sale performance and required in-person client-call activity, ensuring colleagues receive product and sales training as necessary.
Manage workflow, establish priorities, and determine work assignments for direct reports.
Monitor performance, assess accomplishments, provide ongoing performance feedback, and conduct performance appraisals.
Train, coach, counsel, and provide general direction and guidance to staff.
Provide the Division Operations Manager with feedback on individual and team accomplishments, areas for improvement, and problems.
Participate as a team member in accomplishing objectives.
Participate in and implement unit strategic and risk management objectives to support division growth and profitability.

Desired Qualifications

A bachelor's degree in Business or a related field is preferred.

MANAGER CLIENT OPERATIONS

WHAT IS THE OPPORTUNITY?

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.

WHAT WILL YOU DO?

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

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

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

Additional Qualifications

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.

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.

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

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About the Company

City National Bank

Provides banking, investment, and trust services

City National Bank provides personalized banking, investment and trust services to individuals and businesses, with $93 billion in assets and $106 billion in client assets under management or administration. It offers traditional banking, wealth management and fiduciary services through branches and private banking relationships across markets in California, New York, Tennessee, Georgia, Delaware, Nevada, Washington, D.C., and Miami (as CN Bank). The bank distinguishes itself with a strong local footprint, close integration with its parent Royal Bank of Canada, and a history of community giving, including nearly $10 million donated in 2024. Its goal is to help clients grow and protect their wealth while supporting the communities it serves and expanding its market reach through trusted advisory services.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Los Angeles, CA
Founded: 1953

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