CUSTOMER REMEDIATION LEAD 1LOD WHAT IS THE OPPORTUNITY? The Customer Remediation Lead will help build and manage a dedicated team of professionals within Banking & Investment Services responsible for the review of errors impacting clients, process deficiencies, diagnose or identify root cause, develop remediation strategy and manage implementation. The lead will partner with operations and customer service resources to resolve deficiencies, gaps and errors, while creating larger-scale, sustainable solutions. Individuals on this team will collaborate with technology partners in the design of information and deliver project status updates as needed. The Customer Remediation Lead must be able to access and interpret data to produce reporting for management as required. What you will do Develop & maintain project tracking including status updates to stakeholders Review and research current state processes; recommends enhancement, modernization and/or automation Partner with lines of business and technology teams to make recommendations for remediation & future state Become the subject matter expert, experienced in error analysis, requirements gathering & remediation Participate in process design and project implementation teams in process improvement activities Diagnose errors impacting customers, identify process improvement opportunities and develop solutions using principles of process excellence and related tools Supervise, develop, train and support department staff. Provide development, coaching and performance feedback including preparation and delivery of formal performance appraisals Motivates direct reports and creates/fosters a collaborative environment Develop and support the delivery of information to assist tactical and strategic programs Establish tracking metrics and standard documentation for adoption and audit Proactively troubleshoot for the best solution given the strategic direction of the organization Must-Have* Bachelor's Degree or equivalent Minimum 7 years of experience in banking operations and/or customer service environment Minimum 5 years managing and/or participating on project delivery efforts Minimum 5 years managing resources Skills and Knowledge Excellent process management and problem solving skills Prior banking experience and extensive experience of process analysis and design Ability to interact effectively will all levels of management Strong knowledge in MS Word, Excel and MS Access Working knowledge of financial products and services Strong organizational and analytical skills. Excellent verbal and written communication skills Works on high priority projects where business problems are complex or unique Independently evaluates business needs and requirements and recommends and implements solutions Exercises judgment requiring more in-depth knowledge using generally defined practices and policies in selecting methods and techniques for obtaining solutions Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors Compensation Starting base salary: $122,535 - $208,715 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.