Client Services Operations Manager, Juris Banking

Western Alliance Bank•San Diego, CA

4d•Onsite

About The Position

As a Client Services Operations Manager you'll be responsible for overseeing an operations team, ensuring smooth workflow, efficiency, and adherence to applicable policies and procedures. The operations team consists of client onboarding, treasury management and client service professionals for the Juris Banking division. You'll handle tasks like setting goals and objectives, liaising with clients, ensuring transactions are done timely, correctly, and resolving issues. You'll oversee the recruitment, onboarding, and development of staff, prepare status reports, handle escalated calls and correspondence, plan, direct, or coordinate the delivery of Juris Banking products and services. One key responsibility is to support Operations and Sales to build and maintain strong relationships with all key stakeholders and grow relationships by providing excellent customer service in support of business profitability and deposit goals. Responsible for supporting the Senior Director in overseeing the operations teams to ensure proper support of daily banking operations and client onboarding. Manage a group with responsibilities to include general banking operations, escrow account servicing, exception processing, ICS and CDARS account servicing, quality control, account analysis, and IOLTA portfolio management. Oversee and support, as needed, the team in completing research and resolving adjustment items created by missing transactions, encoding errors, listing errors, misreads, etc. Oversee policy, procedures, and practices development, and work closely with 2nd and 3rd lines of defense partners to establish appropriate controls. Ensures the treasury management lifecycle is executed, from needs assessment to implementation and client training. Maintain strong understanding of all bank products and services provided to clients and maintain products and services owned by the business line. Collaborate with senior leadership to identify, document, implement and monitor KRIs and controls. Identify and lead adoption, usage, and reinforcement of change as change agent. Provide strong leadership and direction to enhance effectiveness of change. Ensure customers are provided with post-implementation and training support once on- boarding and software transitions are completed. Lead and develop a team; responsible for hiring, coaching, performance management, training and development.

Requirements

7+ years of related experience in Treasury Management Services, Branch Banking Operations or similar field
High school diploma required; Bachelor's degree in related field preferred
Previous leadership experience required
Advanced knowledge of general banking operations, including deposit operations, loan administration, treasury management and/or other commercial banking products and services
Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices
Expert speaking and writing communication skills
Occasional travel required

Responsibilities

Overseeing an operations team, ensuring smooth workflow, efficiency, and adherence to applicable policies and procedures
Setting goals and objectives
Liaising with clients
Ensuring transactions are done timely, correctly, and resolving issues
Overseeing the recruitment, onboarding, and development of staff
Preparing status reports
Handling escalated calls and correspondence
Planning, directing, or coordinating the delivery of Juris Banking products and services
Supporting Operations and Sales to build and maintain strong relationships with all key stakeholders and grow relationships by providing excellent customer service in support of business profitability and deposit goals
Supporting the Senior Director in overseeing the operations teams to ensure proper support of daily banking operations and client onboarding
Managing a group with responsibilities to include general banking operations, escrow account servicing, exception processing, ICS and CDARS account servicing, quality control, account analysis, and IOLTA portfolio management
Overseeing and supporting, as needed, the team in completing research and resolving adjustment items created by missing transactions, encoding errors, listing errors, misreads, etc.
Overseeing policy, procedures, and practices development, and work closely with 2nd and 3rd lines of defense partners to establish appropriate controls
Ensuring the treasury management lifecycle is executed, from needs assessment to implementation and client training
Maintaining strong understanding of all bank products and services provided to clients and maintain products and services owned by the business line
Collaborating with senior leadership to identify, document, implement and monitor KRIs and controls
Identifying and leading adoption, usage, and reinforcement of change as change agent
Providing strong leadership and direction to enhance effectiveness of change
Ensuring customers are provided with post-implementation and training support once on- boarding and software transitions are completed
Leading and developing a team; responsible for hiring, coaching, performance management, training and development