East West Bank

  • Head of Servicing and Operations, Digital Bank

    Location US-CA-Palo Alto
    Job ID
    Banking Operations/Back Office
    Position Type
  • Overview

    East West Bank is one of the largest independent banks headquartered in California serving consumers and businesses throughout the U.S. and Greater China. With over 130 locations worldwide including California, Texas, New York, Georgia, Massachusetts, Nevada, Washington, and Greater China – East West Bank is committed to helping their customers’ enterprises succeed. At East West Bank, we build bridges that provide an important financial link, turning opportunities into growth and prosperity.


    As East West Bank expands to meet the needs of a broader base of consumers, we’re focused on going deep to rethink every element of the Digital Banking experience specifically tailored to our unique customer needs. This individual will be managing the Operations and Servicing of our Digital Banking division.

    As someone who provides leadership for Digital Banking, your duties (not limited to) will include:


    • Lead the Definition of a Multi-Channel Contact Center and Operations Center Strategy
    • Work with Head of the Consumer Business and COO of the Digital Bank to develop Servicing and Operations Strategy (omni-channel including self-service, contact center, mid-back office processing; multi-lingual) with a focus on driving differentiation in customer experience and responsible cross-sell
    • Drive the development of the business requirements for the Multi-Channel Contact Center and Operations Center to create an exceptional CSR/employee experience
    • Set the Contact Center and Operations Center strategy, set up of sites and building the team
    • Incorporate the latest innovation and global best practices, with specific focus on the needs of our target customer segments
    • Create robust and automated processes and controls and create/update procedures and policies
    • Conduct demand management and planning for Contact Center and Operations Centers and implement performance reporting
    • Develop execution plan and deliver against the business timeline
    • Run the Multi-Channel Contact Center and Operations with monitoring of business performance, ensuring quality and desired customer services, managing risk and controls
    • Drive continuous improvement in effectiveness and efficiency, including customer satisfaction and employee satisfaction
    • Manage 3rd party vendors and SLAs
    • Run recruitment, training and development of staff


    • At least 15 years of experience in Servicing and Operations in Banking
    • Demonstrated impact on business through intellectual leadership, strategic thinking and identification of key success factors in execution
    • Adopts data-driven and analytical approach to problem-solving
    • Demonstrates intellectual curiosity, energy and passion
    • Passionate about customer experience and satisfaction, and innovation to constantly set higher goals
    • Motivational team leader, with the ability to leverage the best of the team to deliver desired outcomes
    • Strong written and verbal communication skills


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