IT Process Optimization Lead

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.

The IT Process Optimization Lead plays a critical role in ensuring the integrity of and improving operational effectiveness of processes built around ITSM (IT Service Management) controls. This role partners closely with business and technology stakeholders to maintain existing processes and assist in the enforcement or regulatory controls and management performance goals.

• The IT Process Optimization Lead plays a critical role in maintaining existing operational processes by monitoring performance, improving efficiency, and ensuring compliance with key initiative and performance targets. 

Process Analysis & Optimization

• Monitor, evaluate and document existing operational processes to ensure compliance with existing regulatory audits.
• Identify, analyze, and evaluate existing business processes to identify automation and optimization opportunities.
• Conduct end-to-end process mapping, workflow analysis, and gap assessments to improve operational efficiency.
• Collaborate with stakeholders to meet management KPI/KRI goals.  Driving the team to achieve sometimes unreasonable goals.  

Technology Implementation

• Lead cross functional teams through all phases of automation improvements and new implementations, from discovery and analysis to implementation.
• Spearhead tactical solutions and improvements for monitoring KPIs and achieving compliance.
• Identify opportunities for optimization, enhancement, and expansion of existing processes.
• Knowledge of and interest in leveraging AI.

Governance, Risk & Compliance

• Ensure processes align with policies, governance models, best practices and regulatory requirements.
• Identify and implement opportunities for data standardization and data quality improvement.
• Track risks and implement appropriate controls and mitigation strategies.

Change Management & Enablement

• Drive adoption of automation solutions through effective change management and stakeholder engagement.
• Develop and deliver training, documentation, and ongoing support for end users and business partners.
• Communicate automation benefits, metrics, and success stories to foster a culture of innovation and continuous improvement.

Core Competencies

• Process Analysis: Strong in process mapping and workflow optimization; proficient in Visio.
• Automation & Technical Skills: Experience designing automations and working with Jira, Confluence, and JSM.
• Project Management: Experience and interest in managing and driving projects.
• Stakeholder Engagement: Effective communicator with strong facilitation and change‑management abilities.
• Analytical Skills: Proficient with Excel (formulas, pivot tables, vlookup, etc.); able to define and interpret KPIs.
• Customer Focus: Dedicated to improving user and business outcomes.

Leadership & Soft Skills

• Collaborative: Works effectively with cross‑functional teams and builds strong relationships.
• Clear Communicator: Explains complex ideas in simple, actionable terms.
• Influential: Guides stakeholders and gains alignment without formal authority.
• Adaptive: Thrives in changing priorities and fast‑moving environments.
• Solution‑Oriented: Approaches challenges with a practical, problem‑solving mindset.
• May perform other duties as assigned

• Bachelor’s degree with an emphasis in Business Management, Information Systems, Computer Science, Engineering
• 5+ years of professional experience in ITSM, IT Support or IT Process Engineering or Analysis
• Experience in the banking industry is desired.
• Experience with Advanced Excel, and process modeling (Visio or other)
• Passion for technology, visualization and automation.
• Proficiency in Jira and the Atlassian platform.
• Excellent written and verbal communication skills.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.