Manager, Operations and Services
MANAGER OPERATIONS AND SERVICES
WHAT IS THE OPPORTUNITY?
The Senior Vice President, Manager Operations and Services reports directly to the Executive Vice President, Banking and Investment Services and will be directly responsible for leading multiple servicing and operational teams within the Banking & Investment Services organization. Our ideal candidate for this role is a proven people leader who has experience leading multiple servicing and operational functions within financial services. Our Manager Operations and Services must have excellent communication skills and ability to influence multiple stakeholders and partners. The ideal candidate will establish and nurture a growth and learning culture, developing colleagues and establishing career paths. The Manager Operations and Services will provide passionate leadership for their division and the broader City National team. The ideal candidate will be accountable for leading, planning, directing, and managing complex operational functions within the Banking and Investment Services group to ensure growth, quality, scalability and servicing objectives.
Banking and Investment Services Division
As a member of City National's Banking & Investment Services group, you will be part of the essential central operations and back-end hub for all of the bank's lines of business.
WHAT WILL YOU DO?
- Provides strategic leadership and direction to 100+ staff located nationally in the development and communication of policies and goals and in leading a team focused on operational and client service excellence;
- Builds a learning and growth culture through investment in development of colleagues' skills and training, as well as coaching, mentoring and defined learning paths;
- Establishes and champions a diverse and inclusive culture supporting all colleagues to reach their career potential;
- Assesses present and future needs, trends, problems, and opportunities for all functions currently within the Group, and for creation and development of new functions/businesses;
- Oversees the development of annual business plans and budgets for the Banking and Investment Services Group, while providing leadership in management of strategic and tactical programs and budgets to meet agreed upon objectives;
- Establishes and leverages instrumentation to monitor and assess operational and servicing functions to predictively address gaps and challenges and make risk informed decisions in support of business needs and performance objectives;
- Builds and fosters strong, trusted relationships with our Businesses, Technology & Innovation, Legal, Risk, Compliance, Credit, and Treasury partners to develop and implement strategic priorities;
- Partners with first and second lines of control to develop an effective control framework, and engage with lead regulators as required to explain the control framework;
- Develops comprehensive metrics to track operational and service performance, efficiency, and client satisfaction;
- Provides oversight and management of 3rd party service providers based on demand and capacity, and required subject matter expertise
- Applies a risk-based approach in assessing the control environment;
- Oversees audit, compliance and regulatory exam engagement
- Responsible and accountable for appropriate quality controls related to the financial products the bank provides, the services the bank delivers, the processes employed and the incentives with which colleagues are awarded;
- Representing the Bank as appropriate in its relationships with major customers, suppliers, competitors, government agencies, professional societies and similar groups;
- Encourages awareness and participation in internal and external community programs
WHAT DO YOU NEED TO SUCCEED
Must-Have*
- Bachelor's Degree
- Minimum 12 years' experience in Servicing and Operations with mid to large Financial Institution.
- 8+ years of management experience
Skills and Knowledge
- Bachelor's Degree in Finance, Accounting, Business Administration, or Economics preferred
- Significant Operations, Risk & Controls management experience preferred
- Knowledge of the financial services industry including products, services,technology, marketing, finance, and risk. Hands-on experience with group functions, i.e. transaction processing, domestic and international electronic payments and global trade, call centers, wealth management, treasury and capital markets, branch support and financial services
- Ability to recognize all areas of development, whether obvious or hidden, and then apply principles of continual improvement process to drive change and enhancements
- Ability to identify areas of redundancy or work done "by hand," especially in the field, and immediately improve and advance the areas using lean process improvement and automation.
- Ability to work and navigate across organizational boundaries and develop relationships at all levels of the organization including internal (all members of senior management and their teams) and external constituencies (i.e. agencies, regulators, auditors, vendors, etc.)
- Ability to create and articulate an inspiring vision for the organization, not only for the areas they are directly responsible for, but for the enterprise as a whole.
- Ability to drive a culture of risk awareness and proactive risk identification and objective assessment
- An entrepreneurial and creative approach to developing new, innovative ideas that will stretch the organization and push the boundaries within the industry.
- 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 City National to improved performance; tenacious and accountable in driving results.
- Possesses high degree of integrity and forethought in their approach to making decisions; the ability to act in a transparent and consistent manner while always taking into account what is best for City National.
- 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.
- Ability to leverage the best of the team to deliver desired outcomes
- High intellectual capacity, sound professional judgment and discretion to effectively advise executive level stakeholders.
- 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 their 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.
- Meets objectives, motivates self and others to get the job done in an organized, accurate and productive fashion. Seeks out knowledge, ideas and feedback to improve effectiveness, and holds self-accountable for following policies, guidelines, and procedures.
- Effectively communicate complex regulatory policy and operational concepts to both senior management and junior operational staff
- Highly developed analytical skills and intellectual curiosity
*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.
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.
City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.
