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Manager, Mortgage Operational Excellence (Remote Eligible)

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Job ID RLD-14622 City Los Angeles State California Additional Location: Remote Exempt/Non Exempt Exempt Shift Day Work Schedule M-F, 8-5
Job Details:


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.

Residential Lending Division
Make a meaningful difference as a member of City National's Residential Lending group. This is a great opportunity to grow your career with a stable and expanding organization while enhancing and retaining bank client relationships through competitive mortgage products and solutions with exceptional service and care.


  • 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-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 roadmap
  • Frequently reports on the end to end process and technical progress and the improved impact on client experience KPIs and OKRs



  • Bachelor's Degree
  • 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

Skills and Knowledge

  • Deep understanding of Financial Services Operations with a preference in Residential Lending
  • 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.

*To be considered for this position you must meet at least these basic qualifications
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

City National Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other basis protected by law.


We start with a basic premise: Business is personal. Since day one we've always gone further than the competition to help our clients, colleagues and community flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues to drive phenomenal growth today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies.

City National Bank requires all colleagues to be fully vaccinated against COVID-19 to work on-site at any of our locations.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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