Manager Consumer Operations Experience & Transformation

MANAGER CONSUMER OPERATIONS EXPERIENCE & TRANSFORMATION

WHAT IS THE OPPORTUNITY?
Responsible for managing the day-to-day relationship with Lines of Business and maintaining a holistic, data-driven view of their overall client and colleague experience - identifying touch points within the organization and implementing improvement opportunities to ensure successful client/colleague experience from all aspects of onboarding, digital, client experience, and operations delivery. The C&O Experience and Transformation Manager builds relationships across the LOBs and Operations, leverages these to simplify and transform existing technology enabled processes to drive better client experience, business optimization, and workforce excellence. This role requires an advanced background of consumer, product, and digital execution experience and the ability to independently and proactively develop rapport with senior leaders, and establish the strategy for key initiatives to deliver outcomes, lead feedback forums with the Lines of Business/Operations, translate feedback into opportunities and drive implementation of key bank strategies.

WHAT WILL YOU DO?

• Establish and lead a client experience organization within Consumer and Operations which defines client experience channels and touchpoints, such as RM, branch, contact center, digital, new client/product, and overall relationship
• Establish key performance indicator (KPI) for each touchpoint and implement measurement of the key performance indicators, and establish a regular review cadence with business line executives
• Integrate client experience metrics into the annual budgeting and performance management processes
• Build the Consumer client experience organization of service designers, researchers, and analysts as needed to achieve the bank's client experience program goals and expand thereafter
• Establish a roadmap for bank-wide new client and product onboarding in-line with the bank's strategy and ELT expectation; roadmap scope to include business deposits and loans, consumer deposits and loans, and wealth management accounts
• Conduct vendor partner assessments as needed to identify the right onboarding tools for the bank and hire or re-purpose talent to own onboarding channels and execute the onboarding roadmap
• Establish production targets, and work with front-line and marketing to drive asset growth, deposit growth, and client experience improvements through new onboarding platforms and quantify the impact to net income created throughonboarding improvements
• Establish a digital strategy and 3-year roadmap for the Consumer bank and create a framework to measure the value of digital and client experience investments
• Integrate the framework with the existing investment review board process for tracking and managing in-flight strategic initiatives and create structures to manage divisions digital strategy, roadmap, and investments

WHAT DO YOU NEED TO SUCCEED
Required Qualifications*

• Bachelor's Degree, Master's Degree or equivalent
• 10+ years of consumer client and digital design and delivery experience
• 5+ years of management experience leading or supporting bank operations

Additional Qualifications

• Deep understanding of Financial Services and Consumer Banking and Operations
• Prior experience in documenting, mapping and analyzing current state client experience (technology and digital) processes; and experience implementing org and talent changes as needed to meet a bank's strategic needs and income targets
• Strong critical thinking skills to handle ambiguity and situations with no clear answers
• Demonstrated ability to build relationships, manage conflict, manage detail and innovate solutions
• Experience identifying and directing problem management efforts to drive high client-value opportunities for prioritization within the development life cycle
• Strong ability to solve complex process related problems with ability to implement creative, innovative solutions utilizing a variety of performance improvement principles, tools, and techniques
• Project management skills with proven ability to effectively lead project teams and work streams
• Strong quantitative, statistical modeling and data analysis skills
• Excellent interpersonal skills and ability to work with all levels of staff and management
• Excellent verbal and written communication skills; ability to develop and deliver presentations
• Strong organizational/planning skills
• Ability to lead and manage multiple projects within budget and time constraints
• Ability to effectively lead and motivate cross departmental teams
• Team oriented, but able to work independently and manage multiple tasks

WHAT'S IN IT FOR YOU?
Compensation
Starting base salary: $157,943 - $293,299 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.