GTS Training Supervisor

East West Bank is seeking a GTS Training Supervisor. This is an experienced level Treasury Management Services position. In addition to supervising non-exempt associates, the supervisor will be responsible for the timely coordination and completion of customer trainings, via phone, webinar or onsite, along with reviewing set-up accuracy. The supervisor must have a thorough knowledge of Treasury Management Products, including backend system set-up and customer functionality. The supervisor will be familiar with the latest security controls offered by the Bank's application and be able to clearly communicate the benefits to customers. Job functions may vary and other duties assigned based on business need.

• Supervise a team of non-exempt employees and ensure compliance with Bank policies, including schedule adherence. Oversee the team’s performance to meet or exceed established SLAs by leveraging technology, automation, and revised process efficiencies. Create employee development plans and provide coaching on best practices, while holding individuals accountable for their performance. Act as the backup to department manager and support him/her by developing and analyzing production reports. Follow up on complex research requests and problems and independently resolve customer escalations.
• Develop and maintain customer facing training material, including: online video tutorials, instructor led webinars, product guides, customer communications, etc. Develop and maintain training material internal to the bank. Document, recommend, and implements training best practices to ensure consistency between Customer Training Specialists. Monitor client feedback and escalate trends relative to Treasury Management products and services
• Associate must have a thorough knowledge of TMS products including: related worksheets, backend system set-up, and customer functionality. Provide timely communication (email and phone) to follow-up with customers to schedule training sessions. Coordinate final on-boarding steps and successfully conduct professional level customer trainings through various channels (i.e. phone, group webinar, onsite, etc.), while meeting service level metrics. Participate on internal customer calls and provide support for special/complex customer requests. Perform quality reviews to ensure accuracy of work being produced.
• Demonstrates knowledge of and is sensitive to the current regulatory environment; adheres to the Bank’s Risk Vision, and risk management policies and programs; recognizes and proactively addresses risk (including but not limited to those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy); identifies and appropriately manages risk. Must complete all Bank and Departmental certifications timely.

• High School Diploma (or equivalent) required.5+ years training and/or customer service experience
• 5+ years banking experience
• 5+ years of Treasury Management Services
• Strong technical aptitude
• Candidate must be able to communicate clearly with all levels of Bank personnel and customers
• Must organize and coordinate multiple assignments and follow through to completion while ensuring a consistent customer experience
• Candidate must be able to work under minimal supervision and work well under pressure
• Ability to work in a fast paced environment focused on meeting or exceeding service level agreements. Must have strong time management skills and be able to work a flexible schedule, including overtime
• Good written and oral communication skills required
• Strong reasoning and analytical skills
• Strong problem solving skills and ability to resolve complex issues
• Must be PC literate and able to trouble-shoot routine PC challenges.