Manager Mortgage Operations Excellence

MANAGER MORTGAGE OPERATIONS EXCELLENCE

WHAT IS THE OPPORTUNITY?

This position is responsible for leading critical and high-visibility cross-functional initiatives, deploying best practices across the organization, working with other senior leaders to build and execute effective improvement operational initiative roadmaps and execution plans. Position will also provide solutions to initiatives that should result in sustainable business improvements impacting the areas of process controls, cost reduction, productivity, efficiency, quality and compliance with the goal of exceeding customer experience and expectations. This position will be core to setting, organizing and prioritizing all technical and process related efforts to align to operational strategy.

WHAT WILL YOU DO?

• Interacts and collaborates with Lending Operations and Line of Businesses to align vision, functionality and road map
• Gains fundamental understanding of operations work flows, constraints and opportunities to establish Day 1 Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs)
• Collaborates with Process Improvement Leaders to drive the identity and sizing of process and technical solutions
• Leverages the Voice of Our Clients (internal and external) as a key integration to prioritizing process improvement efforts to reduce client pain-points and improve client delivery.
• Develops and maintains solid partnerships with leaders across Residential Lending, Front Line Sales, and other support groups across the bank to empower 360 degree feedback group and transparency of the improvement road map
• Frequently reports on the end to end process and technical progress and the improved impact on client experience KPIs and OKRs
• Owns the prioritization of all technical projects and enhancements based on criticality of need and benefit.
• Provides leadership in developing and deploying practical solutions to complex operational/organizational needs
• Interacts and collaborates with Lending Operations and Line of Businesses to align vision, functionality and roadmap
• Leads the team to deeply understand/document business processes and perform gap analysis for department processes and functions; recommending improvements in partnership with department leaders; determining resources needed to execute on operations improvement initiatives; getting results through influence and consensus building across operations teams; identifying and sharing best practices across the organization;
• Sets improvement initiative success metrics across dimensions of customer satisfaction, profitability and internal efficiency/effectiveness; being accountable for operational excellence team achievement of successful outcomes in execution of initiatives; measuring the effectiveness of improvements and providing visibility to senior management
• Leads change management; including team members that are directly responsible for key change management processes, and providing a consultative role for other change management across the division; understanding the overlaps, handoffs, and dependencies with other ongoing initiatives across the organization
• Gains fundamental understanding of operations workflows, constraints and opportunities to establish Day 1 Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs)
• Collaborates with Process Improvement Leaders to drive the identity and sizing of process and technical solutions
• Leverages the Voice of Our Clients (internal and external) as a key integration to prioritizing process improvement efforts to reduce client pain
• Develops and maintains solid partnerships with leaders across US Mortgage Banking, Front Line Sales, and other support groups across the bank to empower 360 degree feedback group and transparency of the improvement roadmap
• Frequently reports on the end to end process and technical progress and the improved impact on client experience KPIs and OKRs

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Bachelors Degree or equivalent
• Minimum 5 years management experience leading or supporting bank operations
• Minimum 8 years process improvement, project management or consulting experience
• Minimum 3 years of experience leading teams to deliver innovative solutions to improve business capabilities

Additional Qualifications

• Deep understanding of Financial Services Operations with a preference in US Mortgage Banking.
• Prior experience in documenting, mapping and analyzing business processes; and experience in capturing insights from data analysis.
• Strong critical thinking skills to handle ambiguity and situations with no clear answers.
• Demonstrated ability to build relationships, manage conflict, manage detail and innovate solutions.
• Experience identifying and directing problem management efforts to drive high client-value opportunities for prioritization within the development life cycle.
• Strong ability to solve complex process related problems with ability to implement creative, innovative solutions utilizing a variety of performance improvement principles, tools, and techniques.
• Project management skills with proven ability to effectively lead project teams and work streams.
• Strong quantitative, statistical modeling and data analysis skills.
• Excellent interpersonal skills and ability to work with all levels of staff and management.
• Excellent verbal and written communication skills; ability to develop and deliver presentations.
• Strong organizational/planning skills.
• Ability to lead and manage multiple projects within budget and time constraints.
• Ability to effectively lead and motivate cross departmental teams.
• Team oriented, but able to work independently and manage multiple tasks.

WHATS IN IT FOR YOU?

Compensation

Starting base salary: $122,535 - $208,715 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At 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 US

Since day one weve 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.

• 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.