GTP Client Services Group Manager

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. 

Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank 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 Head of GTS Client Onboarding and Services, 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 will be 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.  This role will lead a team of ~35 onshore and offshore servicing professionals.

Client Services Management:

• 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 standard and department’s policies & procedures across all the 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 for superior “North Star” client experience.
• Review customer survey results and identify improvement opportunities to build a 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 existing organizational structure to ensure efficient and effective service coverage model, if applicable.
• Continue to improve productivity for the team including leverage and maximize the capacity of VXI offshoring activities and staff cross-training to continue improving the product knowledge and skills.
• Lead any technology improvement projects including the Telecom and/or CRM platform, if applicable.

People Management:

• People leadership is critical to this role that manages a team of nearly 35-40 client facing individuals including 4 supervisors/player coaches that serve the Commercial client segments. Ability to maintain and up-tier team morale and engagement is the key.
• Continuous talent development with training and coaching is important. Develop the next level managerial talents and strengthen the managerial bench for the customer service department as part of succession planning.
• Proven track record in attracting high caliber people and developing teams/talent with deep capabilities.
• Drive 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 GTS Client Onboarding and Services leadership team and ability to present and interact with all levels of management.
• Build close and win-win partnership with the line and support functions across the Bank (i.e. Sales, Product, Operations, Technology, etc.) to deliver the best in class client experience and drive the 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, etc.
• May perform other duties as assigned

• 15+ years’ experience in Treasury Services or Banking Industry
• 10+ years of management/supervisory experience with large staff organization (>20 staff is a plus)
• Experience in managing dedicated client service model for top-tier client portfolio in Financial Institutions
• Ability to execute both strategic and tactical efforts related to the development and management of client services, processes, and enhancements with a proven history of developing 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 communication skills, both oral and written, and an ability to interact with all levels of management.
• Excellent relationship management skills and ability to effectively 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.