MANAGER CLIENT EXPERIENCE AND OPERATIONS WHAT IS THE OPPORTUNITY? This position is responsible for client service delivery and excellence to complex Entertainment Industry high-net worth client relationships, including Business Management Firms, Productions Companies and Talent Agencies. Provides leadership and direction to the B&IS client service professional teams in Entertainment Beverly Hills with the primary goal of fostering client retention and loyalty. As the primary driver of client service success, this position will refine processes that are repeatable and scalable, design metrics for client satisfaction measurement, and develop highly skilled teams who work closely with clients ensuring a quality client experience, operational integrity, and regulatory compliance. What you will do • Staff Management • Respond to questions or inquiries from internal and external clients/colleagues concerning operational policies, procedures, gather related information, provide solutions or escalate appropriately. • Monitor performance, assess accomplishments, and give on-going performance feedback. Conduct annual performance appraisals for direct reports. • Hire, train, coach, counsel and provide general direction and guidance to staff. Coach teams in areas of staff relations, performance, efficiency, and quality. Work with B&IS partners to create, recommend, and implement goals for talent strategies and learning and development plans. • Provide feedback on individual and team accomplishments, areas of improvement, and problems to B&IS Client Service Manager and participate as a team member in accomplishing objectives. • Develop and motivate team members; identifies staff development needs and provides educational/training opportunities. • Client Services/Risk Management and Mitigation • Develop service improvement strategies and goals to ensure consistency and quality across the B&IS client service delivery channels. Appropriately reviews and approves large and complex transactions and requests, as needed; has appropriate approval limits for overdraft, immediate credit, and wire transfer authority. • Meet with staff on regular basis, discussing operational issues/client relations/satisfaction. • Resolve complaints, problems and/or issues to avoid financial/key relationship loss to the Bank. Take appropriate action to prevent future problems as necessary. • Create new processes to drive and optimize efficiency while ensuring sound risk decisions within the PBO delivery teams. • Function as a critical point of escalation for all regional service matters, client complaints, and issues requiring immediate remediation. • Compliance/Risk Management • Identify and escalate exception conditions to the B&IS BCO Risk Partners, B&IS Client Service Managers, as appropriate. • Manage and implement action plans to correct findings from operation reviews, audits, or exam findings. • Comply with all Bank policies and procedures and ensure team’s adherence to the Bank’s regulatory requirements. • 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. • All City National products, financial solutions and services are to be provided ethically and with integrity in a manner that is consistent with the client-first culture and values embodied in City National’s PRIDE statement. Must-Have* Minimum 10 years of experience in banking operations and servicing Minimum 5 years in a management capacity Skills and Knowledge 12 years of experience in banking operations/private banking operations support and servicing. 7+ years in a supervisory capacity Bachelor's Degree Comprehensive knowledge of all aspects of operational banking functions for both deposits and lending. Thorough understanding of Bank policies and procedures, as well as regulatory requirements General knowledge of automated support systems, department efficiency and productivity, and personnel policies and procedures Excellent verbal and written communication skills to effectively interact with all levels of management and staff Maintain complete knowledge of all Bank products and services Achieve digital mastery; demonstrates capabilities to adapt learn, and utilize evolving automation and technology to perform the job Compensation Starting base salary: $127,626 - $237,014 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. #LI-ST1 #NW-ST1