Manager Client Onboarding

MANAGER CLIENT ONBOARDING

Leads Central Operations Teams in the delivery of New Client and Account onboarding. Responsible for supervising, planning, developing, managing and motivating colleagues involved in New Account operations. Responsible for building and maintaining relationships with internal and external customers; while providing exemplary customer service and managing a high volume fast pace production department. Adheres to Bank compliance policies and procedures as well as all regulatory requirements and guides directionally to staff.

Identifies key business value drivers, defines metrics to inform performance and meet defined SLA's. Supports decision making and fosters positive thought partnerships to ensure department provides quality client service, operational integrity and regulatory compliance with all processes/procedures in client and account opening. Subject matter expert in deposit account structures and documentation requirements.

Leads Central Operations Teams in the delivery of New Client and Account onboarding. Responsible for supervising, planning, developing, managing and motivating colleagues involved in New Account operations. Responsible for building and maintaining relationships with internal and external customers; while providing exemplary customer service and managing a high volume fast pace production department. Adheres to Bank compliance policies and procedures as well as all regulatory requirements and guides directionally to staff.

Identifies key business value drivers, defines metrics to inform performance and meet defined SLA's. Supports decision making and fosters positive thought partnerships to ensure department provides quality client service, operational integrity and regulatory compliance with all processes/procedures in client and account opening. Subject matter expert in deposit account structures and documentation requirements.

• Leads, develops, implements and provides the ongoing management of one or more of the following end-to-end processes including Client and Account Opening, Call back, Supersedes, Legal Review, CIS maintenance and document Imaging.
• Responsible for the development of risk mitigation strategy and process improvement for new accounts. Identifies, evaluates and mitigates risk to business objectives, process workflows and service initiatives.
• Assist team members with resolving escalated member service conflicts as necessary.
• Provides subject matter expertise and project support for initiatives for the design and implementation of new products and services.
• Ensure the customers receive outstanding and timely service. Leads the partnership with Compliance, Internal Audit and Legal to ensure risk mitigation efforts, both tactically and strategically, are agreed upon and aligned with overall corporate direction.
• Responsible for developing new account end to end processes and procedures for department to ensure in compliance with regulatory requirements
• Oversees daily operational service, quality and productivity of the department.
• Manages the efficiency and effectiveness within the department. Sets measurable goals and examines ways to raise standards, improve quality, and improve overall performance of the department.
• 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.
• Proactively recognizes, plans and acts on the need for improvement of team processes.
• Works with Senior Management to resolve complex operational issues; provides research related to system functionality; develops, clarifies and enhances policies and procedures; and streamlines operations.
• Maintains broad understanding of regulatory compliance and industry practices; works with the Legal and Compliance departments to interpret, integrate and…