Technical and Operational Documentation Specialist

Overview

Responsible for the development, review and maintenance of  procedures for Banking Centers and Client Services upon request by collaborating closely with department managers and supervisors. Solid retail banking knowledge and experience, including strong familiarity with regulatory practices. Acquires thorough knowledge of each line of business by interviewing and observing key employees engaged in their daily tasks, products and services.

What You'll Do:

• Works independently and in collaboration with subject matter experts to document the steps and requirements in order to create procedures according to Bank policy, ensuring adherence to regulatory requirements.
• Responsible for the organizational structure and maintenance of the company-wide Procedures library.
• Works closely with, and presents procedures to designated members of management and department heads for approval. Manages, analyzes, researches, develops, composes and edits procedures in accordance with Bank's policy.
• Experience with organizing and managing documentation within intranet directories. Develops and follows standards and processes for Procedures documentation.
• Serves as the go-to person for Procedures documentation–related questions such as standards, formats and appropriate content.
• Supports the management of Procedures lifecycles, from tracking requests, write-ups, reviews and approvals, through publication; then setting ticklers for periodic reviews to ensure published Procedures continue to be valid and accurate and manages company-wide Procedures requests and tracking system.
• Provides timely communications on the status of procedures to appropriate parties.
• Manages and drives activities necessary for procedure development. Initiates and manages meetings, partners with subject matter experts (SMEs) to create and revise procedures.
• Primary contact for procedure maintenance. Revises and updates procedures as required. Recommends process improvements if needed.
• Reviews all proposed changes and determines which other procedures may be affected in collaboration with subject matter experts
• Facilitates in the decision-making process to bring multiple lines of business into agreement on process flow and work flows.
• Orchestrates effective communication to applicable business units for any new procedures or updates.
• Maintains an organized archival system of all procedure changes.
• Provides documentation to Auditors audiences when directed by Management.
• Acts as filter through which proposed changes may be run in order to catch issues and problems, then helps resolve those issues by setting and/or attending meetings as needed.
• Consults with Legal, Compliance, Human Resources, and Enterprise Risk Departments on procedure compliance with all applicable banking and government regulations.
• Presents procedures to designated members of management and department heads for approval.
• May partner with the Training department to help employees understand and implement required changes and will be used to ensure that the company functions in a uniform manner.
• Manages, analyzes, researches, develops, composes and edits procedures in accordance with Bank's policy and any regulatory requirements imposed on the Bank.
• Prioritizes requests as it relates to pending regulatory changes and updates, audit findings, and client impacts.
• Maintains and manages all incoming requests in a centralized location for reporting purposes.
• Leads monthly Procedures Task Force meetings; and distribute agenda and minutes to its members.

Qualifications

• 2-4 years as a procedure writer within a financial services environment.
• Must have banking center experience.
• Procedure writing for banking centers preferred.
• Exceptional written and oral communication, interpersonal, and organizational skills.
• Background and knowledge in financial services regulatory compliance or risk management is a plus, as many procedures need to comply with specific laws and regulations.
• Time management skills to handle high volume workloads often with overlapping deadlines.
• High proficiency with MS365/MicrosoftOffice tools.
• Advanced Word skills required (macros and VBA coding a plus); with intermediate Outlook, Excel, Visio, PowerPoint and Smartsheet skills preferred.
• Must be fast learner on technical skills, able to grasp technical functionality on unfamiliar systems quickly in order to effectively navigate, then document its functionality for others.
• Professional, personal demeanor and customer service orientation essential.
• Ability to work in fast paced, demanding and rapidly changing environment.
• Impeccable level of discretion and professionalism in dealing with confidential information.
• Ability to independently analyze, identify, research, prioritize, and troubleshoot issues.
• Proven analytical and problem solving skills;
• Ability to use logic, reason and sound judgment;
• Ability to make sound decisions with limited supervision.
• Rigorous attention to detail and keen problem-solving skills.
• Proven ability to interact effectively with others.

Education

• Bachelor's Degree in English, Communications, Law, or Business Administration related degrees preferred.
• An equivalent combination of education and relevant professional experience may be considered in lieu of a degree.  

Special Instructions to Candidates

Equal Opportunity

City National Bank of Florida is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, protected veteran status, or any status protected by federal, state, or Florida law. We comply with the ADA and applicable Florida laws.

Interview Guidelines

To ensure a fair and consistent interview process, applicants are not permitted to use AI-enabled devices during interviews, including AI glasses or similar wearable technology that can record, transmit, or generate real-time information. 

Applicants who require a reasonable accommodation to participate in the interview process should contact talent.attraction@citynational.com in advance of the interview to submit an accommodation request. City National Bank of Florida will engage in the interactive process and provide reasonable accommodations in accordance with applicable law.