Manager - Client

The Client Manager is responsible for contributing to overall branch sales efforts, maintaining first-in class service levels for their branch, and all aspects of operational integrity for the branch and colleagues.

Responsible for hiring, development, and coaching of branch internal sales/service colleagues

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. Work directly with the branch manager to lead with a team approach in meeting the sales goals for the entire branch. Working with internal sales/service team, will also support branch manager and RM(s) 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 and are responsible for monitoring and auditing their respective office for compliance with these policies and procedures. Ensure regulatory compliance and colleague adherence to CNB policies and procedures are being met.

For de novo branches the Client Manager will be engaged in some level of external business development activity in support of building a baseline of business for the new branch including:

• Leads and manages the internal sales/service process including outbound calling efforts, client/prospect site visits, cross-sell opportunities with existing portfolio, and works with internal partners for new opportunities
• Acquisition of new business and personal client relationships for either their portfolio or transfer to other sales colleagues if appropriate
• Facilitate their direct reports achievement of new client acquisition and cross-sell goals

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 branch 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

• Responsible for the operational integrity of the branch. Is the expert in risk management and loss prevention. Completes, monitors and audits branch certifications and operational reviews. Ensures regulatory compliance and effectively communicates and implements changes to policy and procedure.

Competencies

• Building Effective Teams
• Client Focus
• Dealing with Ambiguity
• Decision Quality
• Directing Others
• Hiring and Staffing
• Interpersonal Savvy
• Managerial Courage
• Priority Setting
• Sales Management Strategies
• Drive for Results

Required Qualifications*

• Minimum 4 years of direct client service experience required.
• Minimum 4 years 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?

Compensation

Starting 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 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

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.