National Performance and Business Intelligence Leader

NATIONAL PERFORMANCE AND BUSINESS INTELLIGENCE LEADER

WHAT IS THE OPPORTUNITY?

The National Performance & Business Intelligence Manager is responsible for establishing and leading the performance management, business intelligence, and management reporting capabilities for the national Mortgage business. This leader will provide the Mortgage Leadership Team with timely, actionable insights into business performance and serve as a trusted strategic partner in evaluating production, profitability, productivity, client, channel, and operational performance. The role will create a consistent source of truth for business performance and translate complex data into insights that enable better decisions, stronger accountability, and improved business outcomes. This role moves beyond data to connect and drive a deep level of accountability across the Mortgage teams. Connecting expectations to outcomes across a variety of modalities, such as scorecards, incentive plans, and enablement team engagement such as training and communications.

WHAT WILL YOU DO?

• Lead the performance management and business intelligence function for the national Mortgage business, providing leadership with a comprehensive view of business performance.
• Develop and maintain an integrated Mortgage performance scorecard covering production, revenue, profitability, margins, productivity, pipeline performance, pull-through, cycle times, client outcomes, and other key business indicators.
• Establish consistent KPIs, definitions, measurement methodologies, and reporting standards across the Mortgage organization to create a reliable source of truth.
• Lead weekly, monthly, and quarterly business performance reviews, identifying trends, performance gaps, emerging risks, and opportunities requiring management action.
• Translate business results into clear insights regarding what happened, why it happened, and what actions should be considered.
• Provide performance analysis across markets, regions, channels, products, sales teams, and individual producers, enabling leadership to identify opportunities and areas requiring intervention.
• Develop reporting and analytics to evaluate the end-to-end mortgage funnel, including leads, applications, approvals, locks, pull-through, closings, fallout, cycle times, and conversion.
• Partner with Finance and Capital Markets to provide visibility into revenue, margins, pricing performance, loan economics, and overall business profitability.
• Develop and maintain sales productivity and capacity analytics, including producer performance, activity levels, penetration, conversion, and production trends.
• Provide insights into client and relationship performance, including mortgage penetration, cross-sell opportunities, client segmentation, retention, and relationship deepening.
• Partner with Product & Channel Solutions to measure product, channel, digital capability, and initiative performance, including adoption, utilization, conversion, and business impact.
• Develop executive-level dashboards and reporting that simplify complex information and allow senior leaders to quickly identify trends, exceptions, risks, and opportunities.
• Lead development of forecasting, trend analysis, and performance outlooks to support business planning and management decision-making.
• Conduct targeted deep-dive analyses into business performance issues and opportunities, developing fact-based recommendations for senior leadership.
• Partner across Mortgage Sales, Operations, Capital Markets, Finance, Risk, Credit, Technology, and other functions to ensure performance information is accurate, actionable, and aligned with business priorities.
• Reduce reliance on fragmented and manual reporting by driving greater automation, standardization, and self-service business intelligence capabilities.
• Establish appropriate governance and controls around management reporting, including data quality, reconciliation, metric definitions, and reporting consistency.
• Build and lead a high-performing performance and business intelligence capability with strong analytical expertise, business acumen, and understanding of the mortgage value chain.
• Leadership Expectations
• Serve as a trusted advisor to the Head of Mortgage and Mortgage Leadership Team, providing objective, fact-based perspectives on business performance.
• Develop a deep understanding of the economics and operating drivers of the Mortgage business and connect data to business outcomes rather than simply producing reports.
• Proactively identify performance issues and opportunities rather than waiting for leadership to request analysis.
• Challenge conventional conclusions when the data indicates a different underlying driver or opportunity.
• Communicate complex analyses in a clear, concise, executive-level manner that enables decisions and action.
• Create a culture of performance transparency and accountability, ensuring leaders have the information necessary to effectively manage their businesses.
• Key Measures of Success
• Accuracy, consistency, and timeliness of Mortgage performance information.
• Adoption of standardized Mortgage KPIs and executive scorecards.
• Improved visibility into production, profitability, productivity, and pipeline performance.
• Reduction in manual and duplicative reporting.
• Increased ability to identify performance issues and opportunities early.
• Quality and actionability of insights provided to Mortgage leadership.
• Improved management accountability and data-driven decision-making across the organization.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelor's Degree or equivalent
• Minimum 12 years’ experience in Financial Services
• 8+ years of management experience

Additional Qualifications

• Significant experience in mortgage banking, financial services, business performance, analytics, finance, or business intelligence.
• Strong understanding of mortgage origination economics, sales performance, pipeline management, and operational performance.
• Demonstrated ability to translate large and complex datasets into actionable business insights.
• Experience developing executive dashboards, scorecards, forecasting, and management reporting.
• Strong financial and analytical acumen with the ability to connect operational activity to financial outcomes.
• Experience with modern BI and data visualization platforms.
• Strong executive communication and presentation skills.
• Demonstrated ability to influence and partner across complex, matrixed organizations.
• 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

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $175,745 - $326,377 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

• 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.