Apply on Employer Site

East West Bank · 1 day ago

GTP Client Services Manager

US-CA-El Monte

Full-time

Onsite

Director/Executive

$120K/yr - $180K/yr

15+ years exp

East West Bank is a top-performing commercial bank that serves as a financial bridge between the East and West. The GTS Client Services Manager will manage both onshore and offshore client services teams, ensuring adherence to SLAs and driving strategic transformation objectives while enhancing client experience.

BankingFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Manage the onshore and offshore GTS Client Service team which provides deposits and GTS products servicing coverage for all business and commercial clients via both call and email channels

Manage team coverage and ensure adherence to established SLAs, quality standard and department’s policies & procedures across all the teams

Build and stand up the Priority Customer Service (dedicated service) model for our Top-Tier clients based on the service coverage segmentation

Manage and handle complex client service cases and escalations, while performing root cause analysis and identifying improvement opportunities

Improve the first call resolution and drive for superior “North Star” client experience

Review customer survey results and identify improvement opportunities to build a reputation and value as a leading client centric organization

Continuous improvement is the norm. Processes and tools are analyzed regularly to identify opportunities to enhance efficiency and effectiveness of the client servicing team

Continuous review and refinement of existing organizational structure to ensure efficient and effective service coverage model, if applicable

Continue to improve productivity for the team including leverage and maximize the capacity of VXI offshoring activities and staff cross-training to continue improving the product knowledge and skills

Lead any technology improvement projects including the Telecom and/or CRM platform, if applicable

People leadership is critical to this role that manages a team of nearly 35-40 client facing individuals including 4 supervisors/player coaches that serve the Commercial client segments. Ability to maintain and up-tier team morale and engagement is the key

Continuous talent development with training and coaching is important. Develop the next level managerial talents and strengthen the managerial bench for the customer service department as part of succession planning

Proven track record in attracting high caliber people and developing teams/talent with deep capabilities

Drive high-performing culture through the development of KPIs and Scorecard that shape behavior and drive strategic direction to meet business and financial goals

Part of GTS Client Onboarding and Services leadership team and ability to present and interact with all levels of management

Build close and win-win partnership with the line and support functions across the Bank (i.e. Sales, Product, Operations, Technology, etc.) to deliver the best in class client experience and drive the results

Ensure department policies & procedures are current and updated as necessary and lead the P&P Refresh project for the client service department

Ensure ownership and timely execution on FLOD/RCSA documentation and control testing, Business Continuity Plan (BCP), and any testing requirement related to audit, regulatory and compliance examination

Actively ensure compliance with all East West Bank policies and procedures such as Code of Ethics and all Anti-Money Laundering, Bank Secrecy Act, Information Security and Suspicious Activity Reporting Requirements, etc

May perform other duties as assigned

Qualification

Client Services ManagementPeople ManagementStrategic ThinkingTransaction BankingProject ManagementAnalytical SkillsRelationship ManagementCommunication Skills

Required

15+ years' experience in Treasury Services or Banking Industry

10+ years of management/supervisory experience with large staff organization (>20 staff is a plus)

Experience in managing dedicated client service model for top-tier client portfolio in Financial Institutions

Ability to execute both strategic and tactical efforts related to the development and management of client services, processes, and enhancements with a proven history of developing innovative solutions and implementing large-scale change

Exceptional analytical and strategic thinking skills

Demonstrated experience in managing projects across functional areas

Excellent client skills and a solid understanding of business and financial markets

Strong leadership skills, excellent communication skills, both oral and written, and an ability to interact with all levels of management

Excellent relationship management skills and ability to effectively collaborate and work with bank leaders, business partners, and other GTS functions

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time