Process Development & Training Lead

PROCESS DEVELOPMENT & TRAINING LEADWHAT IS THE OPPORTUNITY?

The Senior Policy & Procedure Writer will be responsible to develop, update, and maintain policies, procedures, and training materials. This role requires strong technical writing skills, the ability to assess regulatory and operational changes, and the capability to translate complex processes into clear, user-friendly documentation. The Senior Policy & Procedure Writer will collaborate with stakeholders across the organization to ensure compliance, efficiency, and alignment with industry best practices.

• Develop & Maintain Policies & Procedures:
• Create, update, and refine mortgage
• Partner with Department managers and subject Matter experts to ensure that policies, procedures, user guides, and process flows accurately reflect the requirements and all documentation is aligned
• Maintain an annual review of all mortgage policies and procedures.
• Translate complex regulatory and operational requirements into concise, user
• Ensure all documentation aligns with company standards and regulatory requirements.
• Impact Assessment & Process Updates:
• Evaluate new regulatory, operational, and system changes to identify their impact on existing policies and procedures.
• Work with business leaders, compliance, and risk management teams to ensure accurate and timely updates.
• Training Material Development:
• Develop training guides, job aids, and reference materials to support process implementation.
• Collaborate with training teams to ensure consistent and effective knowledge transfer across the organization.
• Stakeholder Collaboration & Compliance Support:
• Partner with operations, compliance, risk, IT, and training teams to ensure documentation reflects current business practices.
• Provide subject matter expertise to support audits, regulatory reviews, and internal quality assurance efforts.

• Bachelor's Degree or equivalent
• 5+ years of experience in technical writing, policy writing, or procedure development within the mortgage industry.
• Strong knowledge of mortgage loan origination, servicing, compliance, and regulatory requirements.
• Experience creating training materials and supporting process change initiatives.
• Ability to analyze complex information and translate it into clear, structured documentation.
• Proficiency in Microsoft Office Suite (Word, PowerPoint, Visio) and document management systems.
• Strong communication skills and the ability to work across departments

• Experience working in compliance, risk, or operational process improvement roles within a mortgage or financial services company.
• Familiarity with learning management systems (LMS) or other training development tools.
• Experience with policy and procedure management systems, such as Policy Tech.

Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

• 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.

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…