Opportunities

VP/SVP, Enterprise Salesforce Technology
City National Bank
Los Angeles, California

City National Bank's mission is to provide the ultimate banking experience for successful entrepreneurs and professionals through an uncommon dedication to extraordinary service, proactive advice and total financial solutions. City National started with a basic premise: Business is personal.

With $47.9 billion in assets, City National Bank offers a full complement of banking, investment and trust services through 71 offices, including 19 full-service regional centers, in Southern California, the San Francisco Bay Area, Nevada, New York City, Nashville, Atlanta, Minneapolis, and Washington, DC. 

In addition, City National and its investment affiliates manage or administer $67.5 billion in client investment assets, including $50.3 billion under direct management.  For the 15th consecutive year, City National Bank was ranked as one of the nation’s top wealth managers by Barron’s in its Sept. 27, 2015 issue.  It has an established relationship with many entertainment industry clients, and deals with many exclusive and premier clients from various media, including television, film, theater and the arts, leading it to be nicknamed in some circles, “the bank to the stars."

On November 2, 2015, City National completed its merger with Royal Bank of Canada (RBC), Canada's largest financial institution with more than $1 trillion (CAD) in assets. RBC's U.S. Wealth Management unit administers more than $264 billion (USD) in assets for approximately 330,000 households in the United States. The combination leverages City National's private and business banking platform with RBC's U.S. Wealth Management unit to better serve clients. Together, City National and RBC expect to create North America's premier private and business bank. City National will continue to operate under its current name for now and serve clients with the same team of colleagues. The bank will remain headquartered in Los Angeles and, as a bank, will be regulated by the same federal agencies that oversee it today.

City National Bank’s Information Technology Environment

The VP/SVP, Enterprise Salesforce Technology reports to the SVP of Development Services, whose scope encompasses various enterprise technology areas including software development, enterprise data management, business intelligence, international systems, workflow development, UX, QA, and the development team for City National owned accounting software company - Datafaction (www.datafaction.com).

In 2017, City National Bank completed the enterprise implementation of Salesforce Sales Cloud as its new CRM platform and followed up with its Service Cloud implementation in 2018.

The Position: VP/SVP, Enterprise Salesforce Technology

The VP/SVP, Enterprise Salesforce Technology will lead a team of internal and external resources on the continued maturity of the mission-critical implementation of Salesforce across the enterprise.  Direct line staff include two Salesforce architects, two senior developers, and two Salesforce administrators, along with multiple user support and functional resources.

The VP/SVP, Enterprise Salesforce Technology is responsible for developing and leading the strategy, technical program management, architecture, configuration, and successful operation and ongoing enhancements of City National's enterprise Salesforce platform, along with a business program management counterpart for the ongoing maturity and execution of the business roadmap.  The primary duties of this position include management and architecture, design, and delivery of solutions within the organization's Salesforce platform in alignment with the Sales/CRM, Service and Marketing roadmaps.

This position requires significant use of initiative and independent judgment in managing the direction, roadmap initiatives and technical operations, collaborating with the stakeholders from City National's business units, as well as external consultants, third-party vendors, and Salesforce.

The VP/SVP of Enterprise Salesforce Technology will:

  • Lead the team responsible for strategic direction and operational support of City National's Salesforce platform to ensure it is run and maintained in keeping with industry standards and best practices.
  • Provide project and program technical leadership for the Bank's continued maturity of the enterprise wide implementation of Salesforce,
  • Design the architecture and data integration strategy for Salesforce.
  • Establish and maintain key relationships with the Enterprise Sales, Service, Marketing and Digital program and business stakeholders including the Business Program Manager to align technology strategy with institutional and business goals.
  • Provide technical and functional expertise relevant to the Salesforce platform including Shield, Einstein, Wave, and associated Appexchange apps pertaining to their capabilities and technologies relevant to industry trends in AP/ML as well as their applicability to City National.
  • Provide oversight to the business stakeholders regarding Salesforce solution architecture, design, configuration, and implementation.
  • Oversee ongoing enhancements within an agile or iterative SDLC methodology by aligning and prioritizing development tasks with business needs.
  • Manage related technical environments, including oversight of ongoing development activities and system administration. Oversee migration of code and configurations across development and production environments, including planning, testing, and change management.

Provide direct management of the activities of the Salesforce technical team.  Coach and mentor, support professional development, supply opportunities to improve skills and technical knowledge, and provide regular feedback about progress.

Required Education:

  • Bachelor’s degree.

Required Leadership Competencies:

  • A minimum of seven (7) years of relevant, IT experience with a focus on management of Salesforce platform.
  • Minimum five (5) years of previous direct supervisory experience required.
  • Minimum five (5) years of hands-on experience with Salesforce.
  • Minimum three (3) years of experience working in a large Bank or Financial Institution (more is preferred).
  • Masters in Computer Science preferred.
  • Required supervisory experience should include experience managing performance management process for direct reports, providing career development advice and counsel, and providing technical program management leadership.
  • Prefer five plus (5+) years of experience managing the full software development lifecycle (SDLC).
  • Able to quickly connect business requirements with the functional capabilities of the application, fit-gap analysis, as well as as-is and to-be business process designs.
  • Strong experience collaborating with stakeholders on business process enhancements and requirements.
  • Excellent leadership skills required, as well as demonstrated experience in team management.
  • Strong business partner/customer focus, with a consultative, collaborative, client-service and team-oriented style.
  • Experience in effectively managing relationships with internal business partners, service partners, and vendors.
  • Financial discipline, including budget and investment planning and ongoing management of financial performance to plan for operating expenses and projects.
  • Excellent verbal, written, and interpersonal relationship building skills.
  • Must be able to envision and articulate a compelling future for the business and to present and discuss strategies and technical information in a matter that establishes rapport, persuades others, and establishes understanding—for both technical and nontechnical audiences.
  • Ability to combine strategic business and technical direction and translate concepts into actionable implementation plans.
  • Experience with technical management, including staffing, training, coordinating, organizing, monitoring, and coaching technical employees. Ability to inspire technical people to achieve outstanding results.
  • Preferred candidate will be highly professional, motivated, and self-driven.

WHY A QUALIFIED PROFESSIONAL SHOULD PURSUE THIS JOB

This is an extraordinarily exciting time to be part of City National Bank.  Long known as the largest commercial bank headquartered in Los Angeles, and respected for its superior treatment of its clients, the 2015 merger with RBC provided an opportunity for the IT organization to take its high performance to the next level.  With RBC’s investment, City National’s IT leadership team has an opportunity to leverage technology solutions more often associated with banks many times the size of City National, and to be a beachhead as RBC continues to extend its strong reach into the U.S. market.

City National Bank has entrusted Diligent Partners with the exclusive management of this important retained search.

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Managing Director, Healthcare Delivery
Computer Task Group (CTG)
U.S.A. (can be based anywhere in the “lower 48”)

Computer Task Group (CTG) provides reliable IT services, solutions, and staffing to industries including healthcare, diversified industrials, finance, government, tech, and telecom.  They’re built on 50 plus years of meeting their commitments to make technology work for their clients and deliver real business value.  Their services encompass the entire IT business solution life cycle, including phases for planning, developing, implementing, managing, and maintaining the IT solution.  CTG’s IT solutions range from helping clients assess their business needs and identifying the IT solutions to meet those needs, to the delivery of services that comprise the selection and implementation of packaged software, as well as the design, construction, testing, and integration of new systems.  Their IT staffing services comprise recruiting, retaining, and managing IT talent for their clients, including both large organizations with multiple locations and high-volume IT requirements, and companies that need to augment their own staff on a flexible basis.  CTG (NASDAQ: CTG) was founded in 1966 and is headquartered in Buffalo, New York.

CTG’s unique value proposition has been to make technology work for both their new and long-standing clients, maximizing the value they achieve from recently implemented and legacy systems, enabling IT to operate more effectively and efficiently, and filling skills gaps to allow their clients to focus on their most critical projects. CTG recently updated its strategic business plan and began executing important operational changes in personnel, governance, and expanded capabilities such as new partnerships, to better serve their client base. 

Shifting Health Solutions to Support their Clients’ Move to Value-Based Care

CTG made a conscious decision to assess and pivot their existing solutions, and develop new solutions, to support their clients’ move to Value-Based Care. The move to value is inevitable, and the shift is occurring today.  Healthcare providers will and should demand that vendors and consulting firms clearly articulate the value of the services they provide.  In the next five to ten years, provider organizations will shift from the traditional fee-for-service mode to an overwhelming majority of managing populations with upside and downside risk.  Most organizations are already seeing growth in these models in the form of CPC+ and Medicare Advantage that reward providers that can accurately depict the acuity of their populations.

CTG Health Solutions is currently seeking a Managing Director, Healthcare Delivery for CTG's Health Solutions Leadership Team.

The Position: Managing Director, Healthcare Delivery

Reporting to the VP, Health Solutions, this Managing Director, Healthcare Delivery will serve as a key member of the Health Solutions leadership team.  Key focal areas of this healthcare IT consulting practice support initiatives in EHR optimization, Population Health, and AnalyticsThis is a national leadership role over a practice that generates annual revenue of approximately $50 million.  There will be six direct reports and 250 total reports spread nationally.

All of their solutions support the business drivers that impact their clients’ ability to make progress on Value-Based Care initiatives, such as:

  • Analytics Supported Performance Improvement – Many provider organizations lack solid data management fundamentals that are required to reap the investment of expensive analytics platforms. Enterprise Information Management can provide that foundation, allowing organizations to establish principals and guidelines for how enterprise data is managed.
  • Care Variation Reduction – Organizations must reduce variation, and the lowest common denominator is often the EHR. Workflow at the point of care is a missed opportunity for most providers.
  • Inpatient to Outpatient Shift – Workflow changes are needed to accommodate the patient volume that will and must result from Value-Based Care. Organizations that prioritize these initiatives will be better positioned.
  • Do More with Less – Organizations must find ways to create bandwidth to innovate. Moving work to partners can actually cut costs, increase service levels and help free resources to work on strategic imperatives.

The Managing Director, Healthcare Delivery serves as a member of the Health Solutions leadership team and is responsible for the service line solution delivery, strategy, and revenue growth, and sales support—with the primary focus being high-quality delivery outcomes for CTG’s healthcare clients.  This person leads the Health Solutions service line to focus on developing and deploying innovative solutions that drive value for CTG and their clients. 

Primary accountabilities include:

Strategy/Leadership

  • Develop short-and long-term vision and strategic plans for Service Line that aligns with business unit and corporate goals
  • Develop and enhance key solutions that align with industry trends and leverage the capabilities and experience of the organization
  • Develop strategy to identify and evaluate future solutions that align with industry trends
  • Collaborate with CTG’s Global Solutions practice to develop global solutions
  • Facilitate top-down and bottom-up communications and awareness related to Service Line for business unit executive leadership 
  • Monitor performance against the budgets, and act to ensure budget compliance, including P&L responsibilities for profits at the project and Service Line level

Quality Delivery

  • Ensure the utilization and compliance of fundamental processes, policies, procedures to ensure effective management of the Service Line’s portfolio of clients and their successful engagements
  • Ensure appropriate level of engagement oversight and project monitoring for each and every project
  • Work in conjunction with the Health Solutions Quality team to ensure highest level of client satisfaction and adherence to policies and procedures across the organization that most closely impact quality of service
  • Ensures favorable scoring in external industry reporting agencies (i.e. KLAS) and creates improvement initiatives to support improvement if applicable

Team Management/Resource Recruiting, Retention, and Utilization

  • Actively represent our culture by leading and participating in efforts around continuous learning, personal and professional development, and contributions to company growth and success
  • Oversee Service Line team member’s professional development and ensure compliance with HR, corporate security, and training requirements across the Service Line employee base
  • In conjunction with Resource Management, ensure Service Line consultants are engaged and supported throughout their tenure at CTG
  • Serve as the management liaison with Recruiting to increase overall qualified submissions for the Service Line and win rate to build “best in industry” consulting base
  • Ensure maximum utilization of resources, on and off projects, with the goal of increased productivity both externally for our clients and internally toward company growth activities
  • Actively manages bench time for team members in Service Line to support bench goal attainment
  • Ensure consistent, appropriate employee communications to ensure Service Line team members feel a part of the larger organization
  • Ensure annual review of employee’s performance and develop appropriate action items based on employee feedback

Business Development

  • Support revenue and profit growth by increasing productivity and working collaboratively with Sales to expand business development approaches for the Service Line
  • Attend and participate in industry conferences to promote CTG business and generate leads
  • Establish customer relationships and become ‘trusted advisor’ to client senior leadership
  • Serve as an executive sponsor for assigned key clients to promote quality and growth

Qualifications:

  • Bachelor’s degree or higher, or commensurate work experience with a clinical degree being preferred but not required
  • Minimum 10 years of healthcare IT consulting experience leading a practice area and/or large projects or teams
  • Minimum 8 years demonstrating success in services/solutions development
  • Thorough understanding of the current healthcare industry trends/landscape and the associated business and IT challenges
  • Proven track record in creating and developing high-performance teams
  • Expertise in any or all of the following areas; managed services, EHR implementation and optimization (with focus on Epic), population health and analytics
  • Expertise in management, sales and marketing activities, including relationship building, planning, executing, and implementing strategies with key decision makers
  • Expert in Healthcare IT business development; demonstrated ability to negotiate/interact with client 'C-level' executives
  • Competence in profitably leading large, concurrent consulting engagements
  • Competence in developing and managing to a strategic and financial plan

WHY A QUALIFIED PROFESSIONAL SHOULD PURSUE THIS JOB

CTG is a leading provider of IT solutions and staffing, built on a foundation of over 50 years of meeting their commitments to make technology work for clients and deliver real business value.  CTG provides industry-specific IT strategy, services, and solutions that address the business needs and staffing challenges of clients in high-growth industries, including major technology companies, large corporations, and government entities located in North America and Western Europe.

CTG has retained Diligent Partners with the exclusive management of this important search.

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Managing Director, Professional Services
O’Neil Digital Solutions
Los Angeles, California

O'Neil Digital Solutions is a wholly owned subsidiary of O'Neil Capital Management.  Founded in 1973, ODS is a leading IT consulting firm specializing in the optimization of complex end-to-end business process systems for the Financial Services, Digital Media, Healthcare, and Transportation industries. O'Neil Digital Solutions provides high-touch bespoke software engineering, systems integration, and infrastructure management services to clients of all sizes and industries.  From large scale mass communication projects to highly secure and confidential data analytics using Big Data frameworks like Hadoop and AWS Redshift, ODS has a broad set of proven technical capabilities that help companies make complex digital transformations.  O'Neil Capital Management provides equipment funding, cross-training, and prototyping of Big Data analytics systems to the ODS research & development teams. 

The Position: Managing Director, Professional Services

ODS is currently seeking a Managing Director, Professional Services (MD, PS) to help grow their burgeoning professional services business.  This person will dual report to the Executive Vice President of Sales & Marketing and the head of Professional Services and will likely be or have been a heavy senior manager to Managing Director/VP/Principal/Partner level at a Big 4 consulting firm, IBM, or DXC on the management/technology consulting sides (or equivalent) and will already have strong relationships at the C-level.  The type of work this person will help sell (in a consultative/trusted advisor way) and lead will be much more about strategy/process improvement/change management in conjunction with technology enablement than it will be about software implementations alone.  The industry focus of this MD, PS should be one or more of the following: healthcare, financial services (banks, mutual funds, etc.), or insurance.  The ideal MD, PS will have carried a $15 million plus book of business in consulting services or software sales, will have grown an account from $2 million to $10+ million, will have strong C-level relationships with at least four or more large accounts, and will have overseen a book of business $50 million to $80 million or more sometime in her/her career.  The expectation is that this person will have the ability to close at least $3 million in business in year one with the ability to sell IT/Change Management/Consulting Services in one or more of the above mentioned verticals, anywhere in the U.S.

PRIMARY ACCOUNTABILITIES INCLUDE:

Business Development

  • Drive profitable revenue growth with the aforementioned revenue targets
  • Establish customer relationships and become ‘trusted advisor’ to client senior leadership at the C-level.
  • Facilitate introduction to potential customers and lead sales efforts for those prospects.

Quality Delivery

  • Ensure the utilization and compliance of fundamental processes, policies, and procedures to ensure effective management of a portfolio of clients and their successfully implemented projects.
  • Ensure appropriate level of engagement oversight and project monitoring for each project.

Vendor Alliance

  • Generate new sales opportunities through managed third-party relationships.
  • Identify and invest in partnerships that will increase market share and strengthen technology brand.

MINIMUM QUALIFICATIONS 

  • Bachelor’s degree or higher, or commensurate work experience.
  • Minimum 10 years of IT consulting experience—with success at the Senior Manager, Director, and/or Partner/VP/Managing Director levels--leading large projects or teams within the healthcare, financial services, and/or insurance markets.
  • Minimum 6 years demonstrating success in business development activity.
  • Demonstrated ability to negotiate/interact with client 'C-level' executives.
  • Competence in profitably leading large, concurrent consulting engagements.
  • Competence in developing and managing to a strategic and financial plan.

PREFERRED QUALIFICATIONS

  • Current or previous leadership and active participation with industry advisory councils or professional associations.
  • Advanced degree or additional technical or industry certifications beneficial to role.

REQUIRED LEADERSHIP COMPETENCIES

  • Excellent leadership skills required, as well as the ability to lead and work as part of a team.
  • A blend of strategic business management capability, intellectual horsepower, revenue generating capability, and leadership skills.
  • Strong business partner (customer) focus, with a consultative, collaborative, client-service and team-oriented style.
  • Excellent verbal, written and interpersonal communication skills.
  • Ability to present and discuss strategies and technical information in a matter that establishes rapport, persuades others, and establishes understanding, for technical and nontechnical audiences.
  • Self-motivated. Must be highly professional and results oriented.  Ability to work independently, plan workload and deliver on commitments.

 WHY A QUALIFIED PROFESSIONAL SHOULD PURSUE THIS JOB

While ODS will pay well for the right candidate, a top performer in the Managing Director, Professional Services role will have uncapped income potential and no geographic boundaries within North America—very much unlike most analogous roles in the Big 4 industry and with other boutique consulting roles.  Furthermore, you will be surrounded by top performers for other world-class firms who have also seen the potential for ODS to continue to expand into the healthcare, financial services, and insurance verticals.  More than that, working for a fast-growing services firm, you will have the ability to make a larger individual impact on the company’s growth and into its existing and new markets.

As a company, ODS transforms highly complex data into rich, customer-centric communications, and it is doing extraordinarily well in this market segment. Companies in healthcare, financial, and other major industries rely on ODS for high-volume, high-mix communications that are accurate, timely, and secure. ODS’s customer-centric applications and services include electronic document delivery, web applications, high-speed digital printing (color and black & white), automated composition, offset printing, warehousing, and fulfillment services.  ODS is a solution-based company that offers customers forward thinking solutions to design, create, print, and distribute their client communications. Collectively, ODS’s team of industry experts has over 200 years’ worth of experience and expertise in publishing services and enjoy a global reputation for excellence and innovation.  Their broad knowledge base enables it to build and manage innovative solutions for a diverse customer base. They infuse each project with experience and technology tailored to meet client requirements.

O'Neil Digital Solutions has retained Diligent Partners with the exclusive management of this important search.

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Director, Software Engineering
O'Neil Digital Solutions
Los Angeles, CA

O’Neil Digital Solutions (ODS) - The Coolest Company You’ve Never Heard Of

Los Angeles based ODS is a leader in providing the marketing communications and publishing needs of major corporations. With a large in-house programming staff, they deliver digital print and web-driven member communication solutions to the Healthcare, Financial, and direct mail markets. ODS has the largest installment of HP digital web presses in the world and are continuing to develop innovative digital finishing and inserting solutions to press the digital revolution forward. They are known for their quality focus and outstanding client service.  They have a diverse workforce keeping the focus on their people, trust and teamwork, and they maintain a high degree of integrity while exceeding the expectations of their clients. 

The Position: Director, Software Engineering

ODS is looking for an experienced software engineering director who is hands-on technically and fully knowledgeable in project management techniques, including the use of negotiation skills and influence to drive internal and external projects to completion in a timely and cost-effective manner.  The successful candidate will demonstrate high-caliber communication and project reporting skills.

  • Provide technical leadership, guidance, influence and mentoring for project teams as well as a route of escalation for project related risks and issues. The Director will drive project related communications to IT leadership, business leadership, and various project and program stakeholders to facilitate project definition, direction, and status, as well as partner with business leaders to achieve the goals of assigned projects.
  • Execute and implement the technical solution using iterative, RUP, or Agile Project Management Methodology (PMM) for a variety of projects including, but not limited to, new application deployments (Commercial, Off-The-Shelf (COTS) and custom), process improvement, application and technical upgrades, feature/function enhancements and technical infrastructure enhancements. The Director will lead matrix-style projects teams including, but not limited to, technical resources, Subject Matter Experts (SMEs), vendor representatives, and Business Analysts to achieve the stated goals of assigned projects.
  • Ensure the successful completion of assigned projects including all project related deliverables found within PMM including, but not limited to:
    • Identify, request, coordinate, and manage project resources.
    • Create, manage, and monitor Project resource assignments.
    • Perform periodic project-level quality reviews:
      • Ensure project schedules, risks, and issues are being maintained.
      • Ensure resource assignments are clear, well understood, and up-to-date.
      • Coordinate dependencies, critical path items, and resource allocations across projects.
      • Ensure project budgets, including ETC’s are managed and reported.
      • Ensure project, schedule, risks & issues, resource, vendor, etc. conflicts are addressed and/or escalated to key stakeholders.
    • Engineering team’s liaison to coordinate with the Infrastructure, Applications, Data, Business End-User teams, as well as other IT groups, for communication efforts as well as project execution efforts.
    • Determine the technical direction for the application solutions.
    • Lead and coordinate the design, development, implementation support and optimization of desktop, web-based, and mobile real-time application systems to support critical business functions.
    • Use object-oriented techniques and software engineering best practices including design review, code review, unit-testing, and re-factoring.
  • Mentor and provide technical leadership in collaborative design, implementation and testing of multi-tier software applications, web services, and database systems.

Required Skills:

  • Successful technical leadership on multiple software development projects – on-time and on-budget.
  • Effective management of project issues and risks.
  • Minimum of 7-10 years Project Execution experience completing medium-sized and moderately complex projects in a complex environment.
  • Has working knowledge of PMI process groups: Initiating, planning, executing, controlling and closing.​
  • 7-10 years of experience architecting & developing business critical and/or-web based eCommerce applications using .NET, SQL Server, Open Source, and/or Java/J2EE Frameworks.
  • Experience in object-oriented analysis & design, with advanced understanding of enterprise design patterns, frameworks, and service-oriented architecture.
  • Expertise creating detailed application design using UML, Process Flows, Sequence Diagrams, and pseudo-code level details.
  • Must have hands-on development experience in the past (previously a developer).
  • Excellent interpersonal and communication skills (verbal and written).
  • Experience in leading high performance, results-oriented teams with a sense of urgency and a commitment to quality.
  • Decisiveness: Makes timely and effective decisions.
  • Sends the right messages and information to appropriate audiences verbally and in writing; keeps people informed; adapts communication style to the needs of the audience in order to articulate the rationale and value of a position and ensure understanding.
  • Actively gathers appropriate level of participation and input to decision-making, and fosters same within team. Persuades others to see/recognize new perspectives to reach best outcomes by utilizing buy-in, persuasion and relationship building.
  • Assembles and effectively leads direct reports and/or partnership teams. Exceptional facilitator of teamwork and decision-making in virtual and in-person settings.
  • A strong mentor who pays personal attention to the growth and development of others, provides constructive feedback, and creates development opportunities.

Preferred Experience:

  • Consulting experience is a strongly desired.

Required Education:

  • Undergraduate degree in relevant area (e.​g.​ IT, Computer Science, Finance, Healthcare) is required.

ODS offers a competitive compensation package including a 401(k) savings plan, medical/dental/life insurance coverage, flexible spending and dependent care plan, paid sick, vacation, holidays, and profit-sharing benefits.

WHY A QUALIFIED PROFESSIONAL SHOULD PURSUE THIS JOB

This is an ideal role for a Senior Manager who has led complex software development projects for Big 4 or SI consulting firms, particularly if family or quality of life priorities cry for shifting onto a corporate IT career track.  ODS projects are unique and fascinating, leverage digital technologies and will allow you an opportunity to grow and shape your resources into an efficient, cohesive, high performing team.

As a company, ODS transforms highly complex data into rich, customer-centric communications, and it is doing extraordinarily well in this market segment. Companies in healthcare, financial, and other major industries rely on ODS for high-volume, high-mix communications that are accurate, timely, and secure. ODS’s customer-centric applications and services include electronic document delivery, web applications, high-speed digital printing (color and black & white), automated composition, offset printing, warehousing, and fulfillment services. ODS is a solution-based company that offers customers forward thinking solutions to design, create, print, and distribute their client communications. Collectively, ODS’s team of industry experts has over 200 years’ worth of experience and expertise in publishing services and enjoy a global reputation for excellence and innovation. Their broad knowledge base enables it to build and manage innovative solutions for a diverse customer base. They infuse each project with experience and technology tailored to meet client requirements.

O’Neil Digital Solutions has retained Diligent Partners with the exclusive management of this important search. 

Senior Vice President, Enterprise Salesforce Platform
City National Bank
Los Angeles, California

City National Bank's mission is to provide the ultimate banking experience for successful entrepreneurs and professionals through an uncommon dedication to extraordinary service, proactive advice and total financial solutions. City National started with a basic premise: Business is personal.

City National Bank is backed by $48.7 billion in total assets, and provides banking, investment, and trust services through 72 offices, including 19 full-service regional centers, in Southern California, the San Francisco Bay Area, Nevada, New York City, Nashville, Atlanta, Minneapolis, and Washington, D.C. The company and its investment affiliates today manage or administer $64.9 billion in client investment assets. City National provides entrepreneurs, professionals, their businesses, and their families with complete financial solutions. Highly personalized client relationships, combined with a full range of sophisticated financial products—commercial lending, private banking, and wealth management capabilities—plus the best talent in the financial industry distinguish City National from its competition. City National provides a premier banking and financial experience through a dedication to extraordinary service, proactive advice, and complete financial solutions. As of January 31, 2018, the Company had 4,500 colleagues. For more information about City National, visit cnb.com. On November 2, 2015, City National merged with Royal Bank of Canada. For more information about RBC, please see rbc.com.

The Role

The Enterprise Salesforce Manager plays a leading role in defining the vision, roadmap, and execution of a “Digitally-Enabled” relationship bank. To achieve our growth and client-engagement objectives, this leader works closely with key stakeholders groups to build out the vision, roadmap, deployment, and support capabilities across Sales, Service, Marketing, and Analytics. They proactively advocate for to the needs of prospects, clients, and colleagues. They articulate the “art of what’s possible” through external benchmarks, competitive insight, and industry studies to introduce new ideas to drive success.

The Position: SVP – Manager, Enterprise Salesforce Platform

The SVP – Manager, Enterprise Salesforce Platform works with his/her IT Department counterpart (SVP, CRM Technology) and others to lead a team of internal and external resources on a mission-critical implementation of Salesforce across the enterprise.

In addition to the partnership with IT, this position requires significant use of initiative and independent judgment in managing the direction and roadmap initiatives, collaborating with other stakeholders from City National's business units and CRM program area, as well as external consultants, third-party vendors, and Salesforce.

Basic Function

  • Responsible for the continued business success, governance, roadmap, and adoption of the overall enterprise-wide deployment of Salesforce and its surrounding ecosystem at City National Bank.
  • Works closely with the individual lines of business, functional owners, and key stakeholders to ensure consistency in the execution of the broader vision.
  • Acts as a change agent by introducing best practices for sales, service, and marketing capabilities; helps educate the organization on pathway forward. 
  • Maintains strong relationships with executive stakeholders to align LOB needs balanced with Enterprise objectives. 
  • Keeps an eye on transformational capabilities for the ecosystem that can accelerate business objectives, including data, analytics, AI/ML capabilities, etc.
  • Works with partners to define and execute upon the broader roadmap to build a digitally-enabled relationship Bank.

Responsibilities

  • Sponsorship and ownership of the Salesforce.com platform, including active and visible advocacy across user groups.
  • Manages the business-oriented portion of the Center of Excellence, acting as an advocate of both client and colleague needs. 
  • Liaise with executives to understand business priorities and validate roadmap.
  • Work with key stakeholders, including divisional leaders, the sales strategy council, digital channels, B&IS and BATS to codify business imperatives into a 1/3/5-year implementation vision and roadmap.
  • Acts as the business owner of the platform, responsible constructing, validating, and managing the vision, roadmap, resources, engagement model, and adoption. Understands the sequential order in which capabilities should be developed to build a strong foundation before pursuing incremental benefits.
  • Works with executive stakeholders to understand business priorities and challenges; helps suggest and identify improvements to address needs.
  • Manages the business team, consisting of the Product Owner, Adoption and Change Management, and User Engagement through an Agile model.
  • Helps craft out the business case and resourcing needs to further expanded capabilities, including but not limited to agile scrum teams, effectiveness/capabilities functions, metrics and analytics, etc. 
  • Close partnership with the Technology owners to validate shared roadmap.
  • Fosters a sense of partnership with leadership and representatives from Lines of Business, staff, and related functions. Partners with peers in Technology and Digital to build out an aligned roadmap for the organization.
  • Works closely with the broader internal and external innovative communities to understand relevant solutions and capabilities to drive business success.
  • Builds out metrics to track the business performance and operational achievements in the Center of Excellence.
  • Assisting the development of business cases.
  • Communicates project status and milestone completion to Executive Management, Business Leaders and IT.
  • Defines the change management / user adoption strategy and metrics.
  • Manages potential project roadblocks, risks, and issues, and ensuring timely and effective resolution.
  • Manage Salesforce program to the overall budget, schedule, scope of projects, and compliance with City National Bank policies and practices.
  • Supports and reinforces targeted behaviors that contribute to goals and colleagues understanding of CNB’s vision for Salesforce. 
  • Supporting team through change while minimizing disruption and keeping focus on productivity and morale. 
  • Provides focus and clarity in establishing individual goals, driving performance management, supporting career development and rewarding strong performance.
  • Executing Performance Management processes, including ensuring development plans and performance reviews are in place.
  • Works to develop competencies and skillsets to keep up-to-date with agile tools and processes (i.e., provide training).
  • Supporting senior management in the development of workforce skill sets in order to meet transformation needs and achieve strategic goals.
  • Develops program resourcing strategy and plans with the teams.
  • Designs and executes continuous improvement of processes to nurture team productivity.
  • Holds team members accountable.
  • Completes all required training.
  • Complies fully with all Bank policies and procedures, as well as all regulatory requirements.

Basic Qualifications

  • Bachelor degree required, MBA or relevant graduate degree preferred.
  • Minimum of seven (7) years of experience working in a financial services organization with emphasis in Wealth Management, Private or Commercial Banking.
  • Minimum of five (5) years of experience with CRM applications.
  • Minimum of five (5) years of experience managing large scale projects.

Abilities, Job Skills and Knowledge

  • Must have 5-7 years of experience in a managerial role supervising a team.
  • Experience with Salesforce.com required.
  • Must have very strong verbal and written communication skills with the ability to communicate effectively at all levels of the organization.
  • Must be highly motivated and have experience running projects with transformational potential.
  • Ability to influence and educate leadership, peers, and directs on best practices in building out a digitally-enabled relationship-driven organization.
  • Must be able to effectively solve problems while considering all stakeholders.
  • Comprehensive and holistic thinker who can understand end-to-end processes and projects alike.
  • Ability to effectively manage a budget.
  • Deep experience working cross-functionally with leadership to meet the needs of clients, colleagues, leadership, and expanded stakeholders (regulatory needs, etc.).

Personal Characteristics

The successful candidate will have the following personal characteristics:

  • Strong leadership and interpersonal skills
  • Comfortable being held accountable for achieving results
  • Has the desire, patience, and persistence necessary to undertake new challenges and to develop and lead; balances these characteristics and actions with sound judgment
  • Great integrity and high ethical standards
  • Analytical and intuitive
  • Proven ability to establish and maintain effective relationships with widely diverse groups

In addition, she/he will exhibit those qualities that are consistent with City National Bank’s “P.R.I.D.E.” statement as follows:

  • Ability to work together as a team, investing in the personal development of team members, and recognizing and celebrating the team’s success
  • Integrity in valuing diversity, communicating openly, and maintaining high professional and ethical standards
  • Dedication to achieving profitability and planned goals, delivering quality service and expertise, and intelligently managing risk
  • Entrepreneurial spirit, acting with initiative and tenacity, continually seeking out new business, pursuing better, more innovative ways of doing business, and delivering with excellence

WHY A QUALIFIED PROFESSIONAL SHOULD PURSUE THIS JOB
This is an extraordinarily exciting time to be part of City National Bank. Long known as the largest commercial bank headquartered in Los Angeles, and respected for its superior treatment of its clients, the 2015 merger with RBC presented an opportunity for the Salesforce team to take its high performance to the next level, and the team has made quite a bit of progress since that time. With RBC’s continued investment, City National’s leadership team has an opportunity to leverage technology solutions more often associated with banks many times the size of City National, and to be a beachhead as RBC extends its reach into the U.S. market.

City National Bank has entrusted Diligent Partners with the exclusive management of this important search. 

Testimonials

"We just completed a long and challenging search with Diligent Partners for a partner-level executive for our management consulting firm.  Completing a search like this for a small, culture-driven firm was no easy task, and we put both George and Scott through the ringer with our selectiveness, stubbornness, and hundreds of questions.  Both George and Scott did a great job working with us, walking us through all the details, and most importantly, finding several extremely well qualified candidates for us to meet with and ultimately hire.  Our search came with some self-inflicted bumps along the way, and I was impressed with the manner in which Diligent Partners stuck with their commitment to us from day one to the first day on the job of our new executive.  We liked their candidates so much, we ended up hiring two."

Greg Long
Director & Co-Founder, Caiman Consulting

"George and Scott have just completed a most professionally effective engagement for one of my critical IT Director positions.  Every step of the process was made clear and was executed with precision.  Their sourcing generated for my organization a viable cadre of leader-candidates whose credentials were aligned with our requirements and yet reflected variations in focus, personality, and style.  Their assessments were spot-on, just the right balance of reality and optimism.  Their leader-candidates were so well qualified that even those not selected proved to be strong candidates for other opportunities in my organization.  DP's work is the most satisfied I've ever been with an executive search firm's performance."

Tom Ream
Regional CIO, Sacramento-Sierra Region, Sutter Health
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