INTAKE AND CAPACITY LEAD

WHAT IS THE OPPORTUNITY?

The Intake & Capacity Lead owns the end-to-end intake, sizing, and prioritization process for the US Mortgage Banking Change Management Organization (CMO). This role serves as the single point of entry for change requests, ensuring each one moves through a consistent, well-governed flow from submission to delivery readiness. The Lead manages incoming demand against available capacity, facilitates the review and prioritization forums, maintains the CMO playbook and system of record, and partners closely with delivery leaders to ensure prioritized work transitions cleanly into execution. The role governs and coordinates the process; it does not author business requirements or perform delivery.

WHAT WILL YOU DO?

Own the end-to-end CMO intake, sizing, and prioritization process, ensuring change requests move through a consistent flow from submission to delivery readiness.
Maintain and continuously improve the CMO playbook, holding the organization to a consistent standard for how intake, review, and prioritization are run.
Serve as the single point of intake for change requests, reviewing each submission for completeness and a clearly defined problem before it advances.
Advise Business Platform Architects and business stakeholders on submitting complete, decision-ready requests.
Oversee the initial T-shirt sizing and right-sizing of incoming requests to support accurate effort estimation.
Manage incoming demand against available capacity across in-scope functions, and escalate when demand exceeds what the organization can absorb.
Facilitate the review and prioritization forums and provide governance and oversight of the prioritization process end to end.
Ensure Must-Do and regulatory or compliance items are appropriately gated, and that deferred work remains visible and revisitable in the Parking Lot.
Maintain the Asana tool as the CMO system of record, keeping status, sizing, capacity, and priority accurate and current.
Report on intake volume, capacity, and throughput trends to leadership to inform planning and sequencing decisions.
Partner closely with the Agile Manager, Release Manager, and Project Managers to ensure prioritized work transitions cleanly into delivery.

WHAT DO YOU NEED TO SUCCEED?

Required Qualifications*

Bachelor's Degree or equivalent
7+ years of experience in intake management, demand or portfolio management, PMO, or process governance, preferably within financial services or a transformation environment.
Demonstrated experience owning and running governance forums and maintaining a prioritization framework under competing stakeholder pressures.
Working knowledge of the change and delivery lifecycle, including BRDs, TRDs, UAT, system configuration, release management, and production support.
Proficiency with Asana or a comparable work-management tool used as a system of record.
Strong facilitation, organizational, and stakeholder-management skills.

WHAT'S IN IT FOR YOU?

Compensation

Starting base salary: $111,408 - $189,738 per year. Exact compensation may vary based on skills, experience, and location. This job is eligible for bonus and/or commissions.

Benefits and Perks

At City National, we strive to be the best at whatever we do, including the benefits and perks we offer our colleagues including:

Comprehensive healthcare coverage, including Medical, Dental and Vision plans, available the first of the month following start date
Generous 401(k) company matching contribution
Career Development through Tuition Reimbursement and other internal upskilling and training resources
Valued Time Away benefits including vacation, sick and volunteer time
Specialized health and family planning benefits including fertility benefits, and cancer, diabetes and musculoskeletal support programs
Career Mobility support from a dedicated recruitment team
Colleague Resource Groups to support networking and community engagement

Get a more detailed look at our Benefits and Perks.

ABOUT US

Since day one we've always gone further than the competition to help our clients, colleagues and communities flourish. City National Bank was founded in 1954 by entrepreneurs for entrepreneurs and that legacy of integrity, community and unparalleled client relationships continues today. City National is a subsidiary of Royal Bank of Canada, one of North America’s leading diversified financial services companies. To learn more about City National and our dynamic company culture, visit us at About Us.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT

City National Bank fosters an inclusive environment where all forms of diversity are valued and leveraged to make us a better company and employer. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status or other basis protected by law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Represents basic qualifications for the position. To be considered for this position, you must at least meet the required qualifications. careers.cnb.com accepts applications on an ongoing basis, until filled.

Unless otherwise indicated as fully remote, reporting into a designated City National location is an essential function of the job.

City National Bank

Intake and Capacity Lead

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