Client Service Executive, Managing Director

Union Bank, N.A. Monterey Park , CA 91754

Posted 2 months ago

Description:

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.

Job Summary:

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.

Major Responsibilities:

Core Competencies

  • 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.

Collaboration

  • Close partnership with the line and support functions to leverage client relationships and bank expertise.

Risk Management and Compliance

  • Adherence to all bank policies relative to Regulatory Compliance such as the Bank Secrecy Act, USA PATRIOT Act, Anti-Money Laundering Act, Privacy Act, and Regulations Q & X (RESPA). Certify that all related forms and processes, such as Customer Identification Program (CIP), Know Your Customers (KYC), Suspicious Activity Reports (SARS), Currency and Transaction Reporting (CTR), etc., are completed within assigned time periods.

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.

Qualifications:

  • 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.


See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Head Of IT Central Systems Management Managing Director

Union Bank, N.A.

Posted 2 months ago

VIEW JOBS 10/4/2018 12:00:00 AM 2019-01-02T00:00 Description: Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world with total assets of over $2.4 trillion (as ranked by SNL Financial, April 2016) and 140,000 colleagues in nearly 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. Job Summary: IT Central Systems Management, Managing Director provides vision and leadership for delivering a high quality, reliable infrastructure in the areas of strategic planning, design, and the end-to-end management of IT Hardware and Software Platforms while identifying, managing, and mitigating risks. This position will provide leadership and vision for the IT Infrastructure and platform support organization, along with transforming IT infrastructure to leading edge technologies to support business agility and maintaining strong vendor and IT relationships, with a focus on collaboration and direct communication. The Head of IT Central Systems Management is responsible for creating an exciting and energizing environment focused on its people, processes, and technology and leading the organization through significant growth, integration, and change. This role requires a balanced approach to quality, risk, and cost while driving efficiencies and effectiveness throughout the organization and building a strong bench of future leaders. Major Responsibilities: Process Responsibilities: * Working/partnering with Enterprise Architecture to create future state technologies and architecture and participate in setting standards and product roadmaps to ensure currency and incorporate End-of-Service/End-of-Life considerations as well as the direction within which products and the capabilities that they provide are well planned * Leveraging economies of scale and synergies where possible with Enterprise Spend Management to ensure that products/services' spends are rationalized and optimized * Seek out product group consolidations or expansion depending upon technology / industry trends and organizing staff accordingly for optimal performance * Collaborate closely with Service Delivery and IT Planning staff to ensure that expenses are in line with budgets as well as planned expenses / funding requests are well-coordinated with Home Office for each semester * Plan, implement, and maintain best practices for managed functional areas that will drive a scalable, cost effective, flexible infrastructure that is aligned with overall IT strategy and business goals * Responsible for full infrastructure/systems life cycle related to managed functional areas including investment funding planning processes and project implementation support * Ensure availability of systems and infrastructure for managed functional areas that are used to house and process data for lines of business * Execute high profile projects and provide thought leadership to an organization * Responsible for all Third Party contracts associated with managed functional areas including overall strategy, financials, contract life cycle, and vendor relationship management * Support the production of IT Service Catalog for managed functional areas and full responsibility for designated IT Service Offering product life cycle and cost recovery * Comply with all deliverables, processes, and guidelines from internal departments including Auditors, Operations Control Group, and BSA/AML as required * Develop, maintain, and test disaster recovery programs (in conjunction with Business Continuity Management) for critical systems and infrastructure in the functional areas, ensuring a platform for which the business can execute their business continuity plans * Accountable as a First Line of Defense (FLOD) Process Owner (PO) for managed functional areas and appropriate Risk controls, identification, mitigation and reporting metrics People Management Responsibilities: * Manages multiple IT Infrastructure teams/functions: Storage & Backup, Mainframe Systems Support, Enterprise Middleware Support, Database Administration and Web Applications (Ext Client Access) * Provides senior level leadership to subordinates including assigning and managing work, monitoring performance, and conducting performance appraisals * Foster teamwork and cross functional collaboration between Technology Infrastructure and Operations, Business IT, Enterprise Architecture, Risk and Enterprise Information Security and others to achieve a high degree of customer satisfaction * Mentor, direct and evaluate team members to maximize engagement and develop breadth and depth of technical and management skills * Ensures all committed deliverables and associated timeframes are met * Controls budgets; ensures financials and staffing levels are in line with approved budget on an ongoing basis * Understands workload in order to easily flex with the changing internal and external environments in which we work Qualifications: Business Expertise: * Broad understanding of the financial services industry * Familiarity with the Risk Management Framework (RMF) pertaining to the finance services industry * Capacity and ability to translate strategic plans into communication and implementation plans * Ability to input on strategies required to meet organizational goals and mentor for specific technical or process areas * In-depth understanding of information technology principles and best practices across the industry as well as project management principles * Extensive knowledge of information technology management policies, methods, standards, tools, and processes * Understanding of advanced, integrated business processes, identify and recognize global integration consequences Technology Skills: * Strong working experience in the DevOps methodology and Agile Development * Solid understanding of open source software solutions and Cloud based offerings and services * Proven success and experience in developing, migrating and supporting a complex multi-host based solutions and platforms * Knowledge of the prevailing API management and Integration technology and solutions Problem Solving: * Ability to manage and analyze data * Understanding of metrics development and reporting * Strong problem solving and program execution skills * Ability to prioritize and drive difficult decisions among business partners * Big picture - can step back and understand the context of problems before applying analytical skills to address the issues * Visionary at the strategic and operational levels * Requires the ability to solve very complex issues that span across multiple technologies and various lines of business Interactions / Interpersonal Skills: * Strong client relationship management experience and influencing skills * Strong interpersonal and oral / written communication skills. Adept at developing and delivering presentations * Able to build relationships with people at all levels. Able to influence and galvanize support of others. Builds rapport and trust among stakeholders * Strong ability to lead and manage staff. Strong team building skills including promoting cooperation and good working relationships among team members * Remains positive and supportive during change * Proven leadership and managerial experience within an information technology management function * Education: Bachelor's degree in Computer Science, Engineering or related discipline; Master's is preferred * Certifications: At least one certification is preferred, such as ITIL, COBIT 5, ISM, ISO/IEC 20000 or CMMI * Experience: 15 - 20 years of related experience 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. Union Bank, N.A. Monterey Park CA

Client Service Executive, Managing Director

Union Bank, N.A.