Union Bank, N.A. Monterey Park , CA 91754
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2018) with total assets of over $2.9 trillion (106.2 (JPY) as of March 30, 2018) and 150,000 colleagues in more than 50 countries. In the U.S., we're 13,000 strong, working together to positively impact every customer, organization, and community we serve. We achieve this by delivering on our values, putting people first, fostering long-term relationships built on honesty and mutual understanding, and inspiring the best in each other. This is all part of our inclusive, high-performing culture supported by Total Rewards that include our cash balance pension plan. Join a team that's working to fulfill its vision to be the world's most trusted financial group.
Reporting to the Head of Client Delivery-Transaction Banking for the Americas, the Client Service Executive is responsible for all aspects of the onboarding and implementation process of Japanese Corporate Banking clients of the Transaction Banking book of business in the Americas and the three separate models supported for these groups, as well as the service delivered to Regional Bank clients and Wholesale Banking clients located on the West Coast. Clients are supported on the MUFG Bank and the MUB/Union Bank platforms. This role will define, articulate and execute the next generation of customer centric onboarding and customer engagement focused on client intimacy, speed and efficiency. This role will also own the execution of strategic objectives from a customer, internal and competitive as well as global perspective.
Continuous improvement is the norm. Processes are analyzed regularly through the lens of customer feedback, market trends and team observations. Measure, track and reward improvement successes. Communication, internal and external, is foundational for continuous improvement.
For these important and diverse Wholesale Banking, Japanese and Asian Multinational Corporations as well as Regional Bank clients, incumbent will ensure a superior experience, resulting in deeper share of the relationship, and higher lifetime values. Customers will look to this leader's team as an advocate, not an adversary. These actions will be measured by objective and subjective metrics such as OKR's as well as survey, industry benchmarking and other feedback processes.
Internally, building a reputation and value as a leading customer centric organization where the true measure will not be just efficiency, but satisfied customers. Onboarding will be a core competency for ACB, and an impactful differentiator.
This role will lead a team consisting of new account onboarding experts, implementation specialists and customer service professionals serving our corporate relationships. Team will understand client needs, how to flawlessly execute onboarding, and enable portfolio growth through cross-sell.
This role will team closely with the Bank's Technology, Operations, Client Experience and Sales teams to gain cross-functional buy-in of the overall business plan, and, in particular, to ensure alignment with technology and operations imperatives.
Many new capabilities will be introduced to the market that will require successful client implementation and servicing for new initiatives, including the Service Cloud, telephony changes, and potential coverage of teams currently outside of the United States. Client experience is the North Star of Transaction Banking business strategy for the next 3 years; to differentiate and lead the industry with capabilities that provide a seamless and ease of executing business with clients.
People leadership is critical to this role that manages a team of nearly 60 individuals with titles of Director, Vice President, Associate and Officer. Teams are located in New Jersey, Chicago and Los Angeles. Each team has strategies and initiatives targeted to their diverse wholesale and commercial client segments. There is continuous change and new initiative with service, implementation models as well as new tools, multiple audits and Readiness activities will need to be undertaken and orchestrated to ensure the staff are prepared for these changes.
Service Transformation Architect
Execute and manage the Transformation Roadmap for Client Service (CS), including reengineering projects, service improvements, client segmentation improvements, and self-service opportunities to drive efficiency and client satisfaction.
Rationalize all the CS processes. Develop decision trees that will drive decisions regarding process enhancements. Reduce manual processes and eliminate unprofitable exception processes. Reduce service and implementation cycle times and deploy best practices to Japanese corporate clients as experience and lessons learned are leveraged from other segments.
Direct Third Party Outsourcing Deals
Negotiate with third party providers to outsource non-client facing activities that are low risk/high volume. Ensure target expense hurdles/efficiency goals are met as well as improvements to SLA. Ensure processes to be outsourced are managed and milestones are achieved. Develop an ongoing process to manage vendors and their service quality.
Manage financial results to targeted expense and efficiency goals.
Drive the Targeted Segmentation of Clients and develop the staffing model based on hitting key milestones. Must possess the ability to present the business case, expected outcomes and summarize achievements of the business effort.
This role requires a unique combination of skills, including strategic and critical thinking, proven ability to execute, negotiate, partner, and project management. The ability to communicate internally and externally and collaborate across diverse geographies, functions and lines of business is critical.
Foster a dynamic, challenging work environment that is focused on continual process and service improvements. Establish and monitor performance objectives; appraising performance and recommending rewards; ensuring employee training and development; acting as mentor and coach, counseling staff; hiring and terminating employees as necessary; establishing, by example, a work environment where employees are valued, and where solving customer issues and delighting the client are recognized and rewarded.
Ensuring our processes and practices are in compliance with all regulatory requirements (e.g., PATRIOT Act, CIP, KYC, CTP, Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting) and all related bank compliance policies and procedures. In addition, developing and maintaining competitor, market, and environmental assessments.
Effectively communicating roll-out of new processes and enhancements to the appropriate line partners and sales areas of the Bank, and providing appropriate sales support.
Top Business Competencies:
Client Delivery leadership and ability to anticipate client needs in an evolving market.
Proven ability in forming/ shaping/leading client delivery organizations through significant change, transforming them into high-performing teams with significant positive growth and financial impact.
Manage process development strategy, using relationships with sales and deep client relationships to anticipate market needs.
Attract and develop talent Proven track record in attracting high caliber people and developing teams/talent with deep capabilities.
Driving performance Competent in developing KPIs that shape behavior and drive strategic direction to meet goals.
Deep industry knowledge Display deep insight and understanding of Transaction Banking products and processes.
Leadership and Communication
Responsible for all aspects of client delivery management and leadership functions.
Excellent communication skills, both oral and written, and an ability to interact with all levels of management.
Client Intimacy and Service
Develop professional, knowledgeable, deep relationships with customers and prospects in order to make them feel connected and important to the Bank.
Work closely with sales management and third-party personnel to assure customers receive superior implementation, customer service and operational support.
Work with customers/prospects and anticipate/create solutions that meet their needs.
Risk Management and Compliance
The successful incumbent will have a P&L leader's mindset towards growing the Transaction Banking books of business within his/her span of control, and will have a sufficiently strong onboarding and implementation background to make an immediate impact. They will possess a well thought out view on capturing future opportunities, as well as the ability to take client feedback and turning it into actionable, profitable product strategies.
In addition to the above, the successful incumbent will assume broad and diverse responsibilities, including:
Providing Transaction Banking executives (both in the Americas and globally) with regular verbal and written briefings on the current state of all relevant business opportunities and developments.
Serve on Committees as deemed appropriate by the Head of Transaction Banking for the Americas.
Remain up-to-date on significant regulatory, competitive and industry trends, and provide insight on possible impact to the business lines.
Contribute to positioning Bank as a global, integrated, transaction banking institution
Responsible for meeting financial and operating goals set by senior management, including revenue targets, and cross-selling objectives.
Support the growth of Transaction Banking by contributing to drafting and implementing client development plans and becoming an active participant in market conferences.
Undergraduate degree required. MBA or graduate degree is a plus.
15+ years' experience in Treasury Services, including significant change management responsibilities within a financial institution.
10+ years of supervisory experience.
Ability to execute both strategic and tactical efforts related to the development and management of client delivery services, processes and enhancements with a proven history of developing innovative solutions and implementing large-scale change.
Proven experience operating in a complex, dynamic payments or treasury services related environment, ideally within a bank or major financial technology firm.
Knowledge of the Treasury Services/Transaction Banking industry.
Knowledge of delivering Transaction Banking services to Asian corporate clients is preferred.
Demonstrated experience in managing projects across functional areas.
Exceptional quantitative and strategic thinking skills.
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 manage and provide exceptional customer experiences for clients while working with regional leaders, international transaction banking colleagues, and other TBA functions within a matrixed framework.
Demonstrated superior leadership and management experiences with the ability to thrive in a dynamic, team-oriented environment.
Proven ability to effectively:
Hire, retain and develop talented employees
Execute business, administrative and human capital initiatives
Interact with and influence various management levels
Exemplify Company's Core Values
The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.
A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.