Manager - Client- Virtual Concierge

Business Banking-Client Manager- VIRTUAL CONCIERGE

WHAT IS THE OPPORTUNITY? The Client manager is responsible for maintaining first-in class service levels for their business bankers and business banking clients, and all aspects of operational integrity. Provide the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution Support internal sales activities including developing product knowledge with their team, and train/lead the sales/service team to recognize referral and sales opportunities and making appropriate product/service recommendations on a consistent basis. Working with internal sales/service team, will also support and business banker in building and maintaining their client relationships including making joint client calls as needed. Provide expertise in risk management and loss prevention policies and procedures. Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met. WHAT WILL YOU DO?

• COLLEAGUE MANAGEMENT
• Proactively guides colleagues and teams to achieve results, accurately assesses strengths and develops needs of colleagues; provides feedback, mentoring, helpful counsel and opportunities for development to help colleagues achieve their full potential. Ensures products and sales/services training is completed to provide clients with appropriate solutions. Responsible for managing and conducting annual reviews for the internal sales/service team.
• CLIENT SERVICE
• Acts as a champion for clients and colleagues providing exemplary service. Partners with CNB colleagues in all divisions of the bank to support client retention objectives and proactively promotes solutions appropriate to clients.
• SALES MANAGEMENT & SUPPORT
• Supports sales/service colleagues, RM’s, and managers in building and maintaining client relationships. Works with business partners to deliver solutions in order to maintain and grow client relationships. Recognizes and recommends cross-selling opportunities to maximize banking office profitability. Leads and manages internal sales process including outbound calling efforts, client site visits, create opportunities with existing portfolio and works with internal partners for new opportunities.
• OPERATIONS
• Is the expert in risk management and loss prevention. Completes, monitors and audits certifications and operational reviews. Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure.
• Competencies
• BUILDING EFFECTIVE TEAMS
• Blends people into teams when needed: creates strong morale and spirit in his/her team: shares wins and successes fosters open dialogue; lets people finish and be responsible for their work, defines success in terms of the whole team; creates a feeling of belonging in the team.
• CLIENT FOCUS
• Is dedicated to meeting the expectations and requirements of internal and external clients; gets first-hand client information and uses it for improvements in products and services; acts with clients in mind; establishes and maintains effective relationships with clients and gains their trust and respect.
• DEALING WITH AMBIGUITY
• Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can manage risk.
• DECISION QUALITY
• Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment sought out by others for advice and solutions.
• DIRECTING OTHERS
• Is good at establishing clear directions; sets stretching objectives; distributes workflow appropriately; lays out work in well-planned and organized manner; maintains two-way dialogue with others on work results; brings out the best in people; is a clear communicator.
• INTERPERSONAL SAVVY
• Relates well to all kinds of people, up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
• MANAGERIAL COURAGE
• Doesn’t hold back anything that needs to be said; provides current, direct, complete and “actionable” positive and corrective feedback to others; lets people know where they stand. Faces up to people problems on any person or situation quickly and directly. Is not afraid to take corrective action when necessary.
• PRIORITY SETTING
• Spends time on what’s important. Quickly zeros in on the critical few and puts the trivial many aside. Identifies and eliminates roadblocks and creates focus.
• Develop and train all service colleagues to actively participate in sales activity. Stays focused on critical importance of sales and understands and supports the daily efforts necessary to be successful. Works diligently with sales manager to create effective communication with branch – allocating the time/energy within the service team to support prioritized sales strategies.
• DRIVE FOR RESULTS
• Can be counted on to exceed goals successfully; is consistently one of the top performers; bottom-line oriented and steadfastly pushes self and others for results.
• Responsible for the operational integrity of the branch. Responsible for monitoring and auditing their respective office for compliance with policies and procedures.
• Deals with a variety of complex activities, transactions and issues.
• Provides the motivation and direction to colleagues to achieve exemplary service levels when working with or for the client in problem resolution.
• This person will support sales colleagues to build and maintain business banking client relationships

WHAT DO YOU NEED TO SUCCEED?Required Qualifications*

• Bachelor's Degree or equivalent
• Minimum 4 years of direct client service experience required.
• Minimum 4 year's experience in a banking environment required.
• Minimum 3 years of supervisory or management experience required.

 Additional Qualifications

• Excellent knowledge of Bank policies and procedures and regulatory compliance.
• Strong knowledge of Bank products and services.
• Strong knowledge of Bank audit procedures.
• Excellent interpersonal, verbal and written communication skills.
• Excellent organizational and time management skills and ability to prioritize work.
• Strong problem-solving skills.
• Strong, demonstrated leadership and team building skills.

WHAT'S IN IT FOR YOU? CompensationStarting base salary: $59,467 - $94,975 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.
Benefits and PerksAt 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 USSince 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 EMPLOYMENTCity 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. #CA-DH#LI-DH