Operations Manager II - Treasury Management Client Onboarding Quality Assurance

OPERATIONS MANAGER II - TREASURY MANAGEMENT CLIENT ONBOARDING QUALITY ASSURANCE LEADERSHIP

WHAT IS THE OPPORTUNITY?

Lead the Quality Assurance function for Treasury Management Client Onboarding, ensuring end-to-end quality standards across Implementations, Operations, and QC teams. Drive quality excellence through team leadership, process governance, and continuous improvement initiatives. Serve as escalation point for complex quality issues and client concerns. Design, deliver, and maintain comprehensive training programs for onboarding teams. Develop, update, and document standard operating procedures (SOPs) for all onboarding processes. Produce monthly quality reports and KPI dashboards for leadership review. Establish and maintain robust quality control frameworks across the onboarding lifecycle.

WHAT WILL YOU DO?

• Quality Assurance Leadership & Governance

Establish and enforce quality standards, metrics, and performance targets for all onboarding teams (Implementations, Operations, QC). Conduct regular quality audits and assessments across the onboarding workflow. Lead root cause analysis and corrective action planning for quality failures. Manage the quality escalation process, resolve complex issues and implement preventive measures. Oversee the development and maintenance of comprehensive quality documentation.

• Team Development & Training

Design and deliver targeted training programs for onboarding team members. Create role-specific competency assessments and certification requirements. Develop knowledge management resources and best practice guides. Conduct regular coaching and performance feedback sessions. Facilitate cross-functional knowledge sharing sessions.

• Process Improvement & Procedure Management

Analyze onboarding workflows and identify improvement opportunities. Lead process redesign initiatives to enhance quality, efficiency, and client experience. Develop, update, and maintain detailed standard operating procedures (SOPs). Ensure all procedures align with regulatory requirements and CNB policies. Implement change management protocols for process updates.

• Performance Monitoring & Reporting

Establish and track key quality metrics (e.g., first-pass yield, defect rates, client satisfaction). Generate comprehensive monthly quality performance reports. Present quality trends and improvement initiatives to leadership. Conduct trend analysis to identify systemic quality issues. Develop predictive quality models to prevent future failures.

• Cross-Functional Collaboration

Partner with Treasury Management leadership to align quality standards with business objectives. Collaborate with Compliance, Risk, and Legal teams on quality-related regulatory requirements. Serve as quality liaison between onboarding teams and other bank departments. Facilitate quality improvement workshops across functional boundaries. Drive enterprise-wide quality culture initiatives.

• Operational Oversight

Monitor onboarding workload distribution and capacity planning. Ensure adherence to service level agreements (SLAs) and quality benchmarks. Manage quality-related vendor relationships and performance. Oversee quality control activities for new product implementations. Maintain quality documentation and audit trails.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

• Minimum 5 years banking operations experience in a financial institutions.
• Minimum 5 years operations management experience.
• Minimum 3 years quality assurance or quality control management experience.

Additional Qualifications

• Expereince leading cross-functional teams.
• Experience in Treasury Management operations and client onboarding processes.
• Demonstrated knowledge of banking regulations (BSA, AML, OFAC, USA PATRIOT Act).
• Proficiency in quality management methodologies (Six Sigma, Lean, ISO 9001).
• Experience implementing quality management systems in financial services.
• Advanced analytical skills with ability to interpret complex quality data.
• Strong project management capabilities with PMP or equivalent certification preferred.
• Excellent communication and presentation skills for executive-level reporting.
• Ability to influence stakeholders and drive organizational change.
• Working knowledge of Treasury Management products and services.
• Experience with quality reporting tools and dashboards.
• Ability to design and deliver effective training programs.
• Critical and strategic thinker. Knowledge of applicable regulatory requirements.
• Seasoned problem-solving, analytical and decision-making skills.
• Strong project management skills.
• Excellent verbal and written communication skills.
• Ability to create influential documents, presentations and group or team facilitation. Working knowledge of financial and budget process.

WHATS IN IT FOR YOU?

Compensation

Starting base salary: $87,027 - $138,965 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.

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