CollgueOnboard/TrainLead

Entertainment Banking Division
Make your mark as a member of City National's Entertainment Banking group. You will help deliver sophisticated financial solutions through white-glove service to people and organizations in every facet of the entertainment business. City National has been a fixture in entertainment banking for more than 60 years, setting ourselves apart with in-depth expertise and knowledge of the industry.

• Develop formal colleague onboarding program to ensure consistency throughout the division.
• Develop and maintain all job aides, desk procedure, training material, etc. used for the onboarding of new colleagues.
• Manage learning and training activities to assess and identify training needs/gaps, develop and deliver product and operations training curriculums and ensure that training programs adhere to established project goals, department standards and legal requirements.
• Develop, enhance, and maintain material regarding operational processes and procedures for various division jobs/roles to be used during their onboarding experience.
• Review all existing process flows and journey pain points with a focus on identifying optimization opportunities along with understanding of key changes necessary to effect change/improvement. Partner cross-functionally to promote principles throughout the organization and track adoption.
• Ensure Division colleagues are delivering a consistent and positive client experience throughout the Division by providing ongoing resources and consultative expertise.
• In collaboration with product and operations, create training materials, presentations and update continually, as required. Determine optimal training schedule and curriculum for all audiences to ensure proper education of colleagues in various job-families. Develop curriculum that meets different audience needs: webinars both public and private, eLearning and video.
• Oversee timely resolution of servicing errors/issues; act as liaison between the client team, and support units as needed to resolve any problems and escalate to Senior Management, as appropriate
• Represent the Division in various meetings/on task forces.
• Participate in UAT for all new systems and enhancements.
• Prepare various reports regarding Division clients with an emphasis on the deposit portfolio for Senior Management
• Act as a resource for all Division colleagues. Advise client team on complex client onboarding
• Complete all special projects, as requested.
• Comply fully with all Bank Operational and Credit policies and procedures as well as all regulatory requirements (e.g. Bank Secrecy Act, Know Your Client, Community Reinvestment Act, Fair Lending Practices, Code of Conduct
• Lead and participate in projects to improve the on-boarding of new clients
• Evaluate client experience through post-onboarding client surveys and/or reach outs in order to address any concerns immediately and provide feedback to management
• Partner cross-functionally to drive ongoing optimization of the client experience within the organization, including future state journey development. Partner with key colleagues to ensure roadmaps are developed and ladder into objective deliverables.
• Ensure there is closed-loop system in place to track issues through to resolution. Identify addressable opportunities and implement changes to avoid future issues.

Must-Have*

• Bachelor's Degree
• Minimum of 7 years of experience in a financial services environment
• Minimum of 3 years of project planning experience

Skills and Knowledge

• In-depth banking knowledge
• Strong presentation skills and organizational skills;
• Effective project management skills;
• Proficient with Microsoft Office (Word, Excel & PowerPoint).
• Knowledge of the practices and regulations that govern the banking industry
• Excellent verbal and written communications skills
• Strong problem solving, resource management, and time management skills