For more than 40 years, East West Bank has served as a pathway to success. With over 130 locations across the U.S. and Greater China, 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, high-tech and aviation help build sustainable businesses and expand our employees' potential for career advancement.
Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With assets of $37.7 billion, we're ranked among the 30 largest banks in the United States and currently top 5 in "America's 100 Best Banks" by Forbes, a list where we've consistently been in the top 15 since 2010. With a strong foundation, an enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.
Reporting to the Director of Global Transaction Services (GTS) Operations the Commercial Services Banking Center (CSBC) Manager is responsible for the customer experience strategy of our growing sophisticated commercial customer base. The manager will contribute to positioning Bank as a global, integrated, transaction banking institution. A focused strategy on continuous improvement to the customer experience is essential to retain customers and be a market differentiator to support the banks deposit/loan growth. The CSBC manager is responsible for customer facing support interactions through the customer journey and enhancing the banks brand. Client experience is at the forefront of the role to differentiate and lead the industry with capabilities that provide a seamless and ease of executing business with clients. It will be key the CSBC team delivers best in class service for the duration of the relationship lifecycle from customer Account Onboarding, GTS Product Set Up, Training, and Servicing. Creating the right environment to delight customers and be the one stop shop for Private Equity, Entertainment, National Energy, and Cross Border is essential to growing the business by generating referrals and increasing revenue.
The CSBC manager will have oversight of the Commercial Services Virtual Branch operations. The manager will ensure associates are effective liaisons between EWB Legal, Risk Operations, Compliance and the relationship manager in deposit control agreement implementations. The Manager will be responsible for handling customer escalations and providing issue resolution within established guidelines, following department procedures and making sure to deliver within established service levels.
Key Responsibilities (not limited to)
Put in place a proactive service model against our top clients with individuals that are assigned to specific client portfolios. This is very powerful from a service perspective, to provide customers a single point of contact. The stratification of the customer base will evolve into a dedicated high-level service model for the CSBC assigning associates to the most important customers by a group
Continuous improvement and optimization of our processes, products, and service delivery. Improving customer experience increases customer satisfaction and loyalty, which in turn, increases customer lifetime value.
Monitor call queues to ensure phones are covered efficiently and effectively.
Put in place a project management methodology for complex large corporate customers to effectively focus the entire team across various functions to deliver the proposed onboarding experience.
Customer journey mapping and process optimization design to effectively identify gaps or bottlenecks
Establish mechanism to measure how well the bank meet/cater to individual customer needs and also measure the simplicity and ease of use of our products and services so other stakeholders gain the intelligence and take action.
Utilize our tracking system to learn more about the customers need and behaviors in order to develop stronger relationships
Implement and manage surveys, a good indicator of customer satisfaction is the Net Promoter Score (NPS).
Assess the customer care and ensure the CSBC is adequately responding to complaints, concerns and suggestions for improvement.
Collaborate with Operational excellence and other data analytics teams to digest various forms of communication and customer information and provide the GTS Operations Director an executive dashboard to monitor resources and extract customer intelligence useful to the business.
Collaborate with the strategy office and be closely linked to the organization's strategic management function, in implementing and evaluating cross-functional decisions that will enable the bank to achieve its long-term objectives.
Manage the virtual branch and liquidity product day to day operations. The CSBC Manager helps to ensure the team has the knowledge and skills to act as a relationship focused bankers for Niche and Strategic customers.
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.
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
An adaptable Service Transformation Architect with proven process reengineering projects, service improvements, client segmentation improvements, and self-service opportunities to drive efficiency and client satisfaction
excellent Judgement and decision making skills to rationalize the CSBC processes eliminating unprofitable exception processes
Knowledge of the UCC code for Deposit Account Control Agreements and other customer Holding Escrow contracts is essential to mitigating operational risks when executing agreements.
Familiarity with the latest industry security controls in commercial banking operations and business online banking. Ensuring our processes and practices are in compliance with all regulatory requirements (e.g., PATRIOT Act, CIP, CDD, CTP, Anti-Money Laundering, Bank Secrecy Act, information security and suspicious activity reporting) and all related bank compliance policies and procedures.
A minimum of 5 years in banking with a bachelor degree; master degree preferred or 15 years of banking experience
East West Bancorp, Inc.