Senior Client Service & Operations Manager – Middle Market Banking

Senior Client Service & Operations Manager – Middle Market Banking What Is the Opportunity?

This role is responsible for leading a team dedicated to resolving client requests and enhancing service operations. Your role involves shaping operational policies and procedures, directing and managing the client and operational services within the Commercial Banking division. You will identify trends, generate innovative solutions, and ensure white glove service delivery. Your skills in being able to influence, manage stakeholders, and drive continuous improvement are crucial.

You will be responsible for managing a culture of sound risk management and compliance, ensuring that all policies and procedures are adhered to and any potential issues are immediately escalated and remedied.

• Lead and manage a team of Client Service Professionals, fostering a culture of risk management and continuous improvement
• Reviews and approves activity on client accounts as needed.
• Identifies and escalates exception conditions to the Division Operations Manager, the Relationship Manager and/or Manager, as appropriate.
• Manages deposit account activities, which includes reviewing and approving daily Overdraft, UCF, Large Items, wire transfers, stop payments, etc.
• Reviews risk management reports, including proper documentation of exception conditions, on a daily basis.
• Manages the preparation for and participation in federal examinations, independent audits by the OCC and all internal audits.
• Manages and implements action plans to correct findings from self‑assessments, audits, or exam findings.
• Ensures that the department consistently complies with all City National Bank policies and procedures, as well as applicable regulations.
• Documents and maintains departmental procedures and job aids.
• Identifies, recommends, and implements new processes and procedures to improve workflow and efficiency.
• Manages client and operation service workflow. Participates in delegating client assignments to the Client Service Professionals based on experience, availability and number of relationships and complexity of operational service needs.
• Ensures all Client Service Professionals consistently provide white glove service to our clients.
• Regularly meet with colleagues to discuss operational issues/client relations/satisfaction.
• Advises senior management on issues affecting client relations ensuring the timely research and resolution of problems.
• Analyze complex data and situations to identify trends and opportunities, using your expertise to develop and test innovative solutions that align with our operational policies and procedures
• Resolves complaints, problems and/or issues to avoid financial/key relationship loss to the Bank.
• Takes appropriate action to prevent future problems as necessary.
• Manages workflow, establishes priorities, and determines work assignments for direct reports
• Monitors performance, assesses accomplishments, gives on‑going performance feedback and conducts effective performance appraisals.
• Trains, coaches, counsels and provides general direction and guidance to staff.
• Provides feedback on individual and team accomplishments, areas of improvement, and problems to Division Operations Manager. Supports and participates as a team member in accomplishing objectives.
• Participates and implements department strategic and risk management objectives to better support the growth and profitability of the division

• Bachelor’s Degree or equivalent
• Minimum 10 years of experience in banking operations and servicing
• Minimum 5 years in a management capacity
• Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications.

• Proficient in mentoring colleagues and utilizing strategic planning to drive business growth and achieve organizational goals.
• Proficient in conflict management and resolution to effectively address and resolve complex client and team issues.
• Proficient in digital literacy and process automation to enhance operational efficiency and service delivery.
• Proficient in automation and…