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Western Alliance Bank · 1 hour ago

Director, Client Care - Preferred & Small Business Banking

Chandler, AZ

Full-time

Onsite

Lead/Staff, Director/Executive

12+ years exp

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. The Director of Client Care leads a multi-site organization responsible for delivering exceptional sales, service, and operational support to small business and preferred banking clients through virtual channels.

BankingFinanceFinancial Services

Responsibilities

Provide strategic leadership to multi‑site Client Care teams, ensuring the delivery of exceptional sales, service, and operational performance across the full client life cycle

Set and drive achievement of sales, service, and operational performance targets, including call volume, AHT, availability, deposit and loan production, treasury management engagement, customer retention, and turnaround times

Lead efforts to enhance client experience, ensuring escalated issues are resolved effectively and teams consistently meet or exceed service‑level expectations

Influence and execute strategic, data‑driven business initiatives, including operational improvements, analytics‑driven decision making, and change‑management efforts that improve employee and client experience

Serve as a key contributor to enterprise transformation initiatives, including technology upgrades, system enhancements, workflow redesign, and process optimization

Partner across lines of business—Treasury Management, SBA Lending, Commercial teams, AmeriHome Mortgage, and internal support groups—to deliver comprehensive client solutions and seamless service across channels

Guide teams in identifying and capitalizing on opportunities to deepen relationships through deposit growth, lending solutions, and treasury management products

Maintain expert knowledge of systems and processes, advising on system direction and assessing operational procedures to identify improvement opportunities

Monitor and report operational trends, including production, turnaround times, and performance indicators, providing clear insights and recommendations to executive leadership

Ensure adherence to regulatory, audit, and compliance standards, including AML, privacy, loss avoidance, and risk‑control protocols

Conduct operational reviews and quality‑control checks to mitigate risk, validate compliance, and ensure process integrity

Support proactive client communication initiatives, including outreach during system outages, disruptions, or significant bank events requiring timely engagement

Oversee accurate completion of client service requests, including account maintenance, new deposit account applications, treasury management product setups, and lending applications

Stay current on industry trends, translating insights into operational enhancements or client care opportunities to maintain a competitive and forward‑leaning operating model

Lead and develop a team, responsible for hiring, coaching, performance management, training and development

Qualification

Treasury Management SalesBanking Operations KnowledgeRegulatory Compliance KnowledgeLeadership ExperienceClient Relationship ManagementCommunication SkillsTeam DevelopmentOperational Performance MonitoringData-Driven Decision MakingProcess Optimization

Required

12+ years of related experience in Treasury Management Sales, Treasury Management Service, Branch Banking Operations, or a similar field

Bachelor's degree or equivalent experience required; degree in a related field preferred

Previous leadership experience required, with demonstrated success leading high‑performing financial services or contact‑center teams

Expert knowledge of general banking operations, including deposit operations, loan administration, treasury management, and other commercial banking products and services

Expert knowledge of applicable regulatory and legal compliance obligations, rules, and industry standards

Expert experience in deposits and treasury management products, including experience in advising business owners on complex credit/lending solutions

Expert written and verbal communication skills, capable of influencing at all organizational levels

Ability to travel up to 25% as needed