City National Bank
City National Bank proudly offers services, tools and technology that put our people and communities first.
Los Angeles, CA
Hybrid

Mgr Field Technician

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MANAGER, FIELD TECHNICIAN


WHAT IS THE OPPORTUNITY?



The Field Technician Manager is responsible for overseeing Colleague Service's Field Technician team ensuring colleagues are met with superb customer satisfaction and optimal technological performance. This role will create and track metrics for all tickets (Incidents and Work Orders) assigned to the technicians to capture, count, SLA met or missed, escalations etc. Serving as key contact for daily operations, the Field Technicians Manager will provide guidance and direction to the Field Technicians. Identify cost reduction activities to achieve financial benefits within the bank and collaborate with other areas of our Business and Technology Services department.


Technology and Innovation Division
As a member of City National's Technology & Innovation group, you will drive, develop, and maintain solutions for clients and colleagues. This is an exciting time of technology advancement and innovation across the bank, particularly within our technology teams.


WHAT WILL YOU DO?



  • Manage and develop Field Technician staff. Monitor team performance and encourage training and development. Regularly review, assess and make recommendations for staffing changes (adds, region assignments, salary adjustments etc.). Conduct annual reviews for colleague performance.
  • Assign Incident and Work Order tickets and manage the workload for absent team members to cover for sickness and vacation to ensure service does not falter.
  • Ensure Colleague Services team is responding to colleague requests in a timely manner. Resolve escalations as quickly as possible to ensure quality customer service.
  • Respond to colleague feedback and complaints.
  • Create monthly reports and metrics for Team performance status. Monitor and evaluate team and contractor performance.
  • Meet regularly with the team.
  • Collaborate and communicate with other areas of BATS.
  • Identify cost reduction activities to achieve financial benefits and manage department budget.
  • Work in accordance to CNB's PRIDE principles.
  • Complete all bank-required training in a timely manner.


WHAT DO YOU NEED TO SUCCEED

Must-Have*

  • Minimum 5 years of experience in an IT support role
  • Minimum 3 years' managerial experience
  • Minimum 2 years managing a department budget

Skills and Knowledge

  • Strong managerial/interpersonal skills
  • Good communication and collaboration skills
  • Ability to work independently and discern when to escalate matters to Manager
  • Understand desktop and printer environments
  • Strong analytical skills
  • Outstanding problem solving ability
  • 1-2 years of banking or financial services experience preferred
  • Bachelor's degree preferred



*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.


INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT
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.


ABOUT CITY NATIONAL



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.


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What are City National Bank Perks + Benefits

City National Bank Benefits Overview

We strive to be the best at whatever we do, and that includes the benefits and perks we offer our colleagues.

We understand that colleagues have different needs. As a result, we look to offer a holistic program to support and address physical, emotional, financial and social needs.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Remote work program
Diversity
Mandated unconscious bias training
Diversity employee resource groups
Our 11 Colleague Resource Groups (CRGs) help colleagues deepen their relationships and knowledge at work, encouraging more people to connect, learn and celebrate with each other.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Coverage generally begins on the first day of the month following employment, and colleagues are able to cover spouses, domestic partners and/or dependent children.
Life insurance
Wellness programs
Mental health benefits
Abortion travel benefits
Financial & Retirement
401(K)
401(K) matching
Pretax and Roth 401(k) - the company matches 75% of the first six percent of eligible pay a colleague contributes each pay period. Match dollars are immediately vested.
Performance bonus
Some positions may be eligible for bonus and/or commissions
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Adoption Assistance
Fertility benefits
Vacation & Time Off Benefits
Paid volunteer time
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Mother's room
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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