East West Bank
Introduction
Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi‑cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high‑tech help build sustainable businesses and expand our associates’ potential for career advancement.
Overview Reporting to the Head of GTS Client Onboarding and Services, the GTS Client Services Group Manager is responsible for managing the onshore & offshore client services team (call center & email) and processing team covering all business and commercial GTS clients at East West Bank. This role is part of the GTS Client Onboarding and Services leadership team and will assist the department head in driving strategic and business transformation objectives across the business. The role will lead a team of approximately 35 onshore and offshore servicing professionals.
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 standards and department policies & procedures across all 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 a superior “North Star” client experience.
Review customer survey results and identify improvement opportunities to build reputation and value as a leading client‑centric organization.
Strategy & Transformation
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 the existing organizational structure to ensure efficient and effective service coverage model.
Continue to improve productivity for the team, including leveraging and maximizing the capacity of VXI offshoring activities and staff cross‑training to enhance product knowledge and skills.
Lead technology improvement projects, including the Telecom and/or CRM platform.
People Management
Lead a team of nearly 35‑40 client‑facing individuals, including 4 supervisors / player coaches, and maintain high team morale and engagement.
Drive continuous talent development with training and coaching, developing the next level managerial talents and strengthening the managerial bench as part of succession planning.
Proven track record in attracting high‑caliber people and developing teams with deep capabilities.
Drive a high‑performing culture through the development of KPIs and scorecard that shape behavior and drive strategic direction to meet business and financial goals.
Executive Communication And Business Partner Collaboration
Part of the GTS Client Onboarding and Services leadership team and capable of presenting and interacting with all levels of management.
Build close and win‑win partnership with line and support functions across the Bank (i.e. Sales, Product, Operations, Technology, etc.) to deliver the best‑in‑class client experience and drive results.
Risk And Compliance
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.
Perform other duties as assigned.
Qualifications
15+ years’ experience in Treasury Services or Banking Industry.
10+ years of management/supervisory experience with large staff organization (20+ staff).
Experience in managing a dedicated client service model for top‑tier client portfolio in Financial Institutions.
Ability to execute both strategic and tactical efforts related to development and management of client services, processes, and enhancements with a proven history of delivering innovative solutions and implementing large‑scale change.
Knowledge of delivering Transaction Banking services to Asian corporate clients is preferred.
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 oral and written communication skills, and an ability to interact with all levels of management.
Excellent relationship management skills and ability to 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.
Compensation The base pay range for this position is USD $120,000.00/Yr. – USD $180,000.00/Yr. Exact offers will be determined based on job‑related knowledge, skills, experience, and location.
Seniority Level Director
Employment Type Full‑time
Job Function Other
Industries Banking
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Overview Reporting to the Head of GTS Client Onboarding and Services, the GTS Client Services Group Manager is responsible for managing the onshore & offshore client services team (call center & email) and processing team covering all business and commercial GTS clients at East West Bank. This role is part of the GTS Client Onboarding and Services leadership team and will assist the department head in driving strategic and business transformation objectives across the business. The role will lead a team of approximately 35 onshore and offshore servicing professionals.
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 standards and department policies & procedures across all 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 a superior “North Star” client experience.
Review customer survey results and identify improvement opportunities to build reputation and value as a leading client‑centric organization.
Strategy & Transformation
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 the existing organizational structure to ensure efficient and effective service coverage model.
Continue to improve productivity for the team, including leveraging and maximizing the capacity of VXI offshoring activities and staff cross‑training to enhance product knowledge and skills.
Lead technology improvement projects, including the Telecom and/or CRM platform.
People Management
Lead a team of nearly 35‑40 client‑facing individuals, including 4 supervisors / player coaches, and maintain high team morale and engagement.
Drive continuous talent development with training and coaching, developing the next level managerial talents and strengthening the managerial bench as part of succession planning.
Proven track record in attracting high‑caliber people and developing teams with deep capabilities.
Drive a high‑performing culture through the development of KPIs and scorecard that shape behavior and drive strategic direction to meet business and financial goals.
Executive Communication And Business Partner Collaboration
Part of the GTS Client Onboarding and Services leadership team and capable of presenting and interacting with all levels of management.
Build close and win‑win partnership with line and support functions across the Bank (i.e. Sales, Product, Operations, Technology, etc.) to deliver the best‑in‑class client experience and drive results.
Risk And Compliance
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.
Perform other duties as assigned.
Qualifications
15+ years’ experience in Treasury Services or Banking Industry.
10+ years of management/supervisory experience with large staff organization (20+ staff).
Experience in managing a dedicated client service model for top‑tier client portfolio in Financial Institutions.
Ability to execute both strategic and tactical efforts related to development and management of client services, processes, and enhancements with a proven history of delivering innovative solutions and implementing large‑scale change.
Knowledge of delivering Transaction Banking services to Asian corporate clients is preferred.
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 oral and written communication skills, and an ability to interact with all levels of management.
Excellent relationship management skills and ability to 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.
Compensation The base pay range for this position is USD $120,000.00/Yr. – USD $180,000.00/Yr. Exact offers will be determined based on job‑related knowledge, skills, experience, and location.
Seniority Level Director
Employment Type Full‑time
Job Function Other
Industries Banking
#J-18808-Ljbffr