Director, Client Care - Preferred & Small Business Banking

Western Alliance Bank • Novi, MI

5d

About The Position

The Director of Client Care leads a multi site organization responsible for delivering exceptional sales, service, and operational support to small business and preferred banking clients who interact with the bank through virtual channels including phone, chat, SMS, and other remote methods. Overseeing clients generally under $2MM in revenue and under $250M in deposit balances, this role ensures teams resolve client requests, identify opportunities to deepen relationships across deposits, lending, and treasury management, and maintain strong compliance and operational soundness. The Director serves as a strategic influencer, driving operational performance, technological transformation, talent development, risk mitigation, and cross functional alignment to enhance client experience and operational efficiency.

Requirements

• 12+ years of related experience in Treasury Management Sales, Treasury Management Service, Branch Banking Operations, or a similar field.
• Bachelor's degree or equivalent experience required; degree in a related field preferred.
• Previous leadership experience required, with demonstrated success leading high‑performing financial services or contact‑center teams.
• Expert knowledge of general banking operations, including deposit operations, loan administration, treasury management, and other commercial banking products and services.
• Expert knowledge of applicable regulatory and legal compliance obligations, rules, and industry standards.
• Expert experience in deposits and treasury management products, including experience in advising business owners on complex credit/lending solutions.
• Expert written and verbal communication skills, capable of influencing at all organizational levels.
• Ability to travel up to 25% as needed.

Responsibilities

• Provide strategic leadership to multi‑site Client Care teams, ensuring the delivery of exceptional sales, service, and operational performance across the full client life cycle.
• Set and drive achievement of sales, service, and operational performance targets, including call volume, AHT, availability, deposit and loan production, treasury management engagement, customer retention, and turnaround times.
• Lead efforts to enhance client experience, ensuring escalated issues are resolved effectively and teams consistently meet or exceed service‑level expectations.
• Influence and execute strategic, data‑driven business initiatives, including operational improvements, analytics‑driven decision making, and change‑management efforts that improve employee and client experience.
• Serve as a key contributor to enterprise transformation initiatives, including technology upgrades, system enhancements, workflow redesign, and process optimization.
• Partner across lines of business—Treasury Management, SBA Lending, Commercial teams, AmeriHome Mortgage, and internal support groups—to deliver comprehensive client solutions and seamless service across channels.
• Guide teams in identifying and capitalizing on opportunities to deepen relationships through deposit growth, lending solutions, and treasury management products.
• Maintain expert knowledge of systems and processes, advising on system direction and assessing operational procedures to identify improvement opportunities.
• Monitor and report operational trends, including production, turnaround times, and performance indicators, providing clear insights and recommendations to executive leadership.
• Ensure adherence to regulatory, audit, and compliance standards, including AML, privacy, loss avoidance, and risk‑control protocols.
• Conduct operational reviews and quality‑control checks to mitigate risk, validate compliance, and ensure process integrity.
• Support proactive client communication initiatives, including outreach during system outages, disruptions, or significant bank events requiring timely engagement.
• Oversee accurate completion of client service requests, including account maintenance, new deposit account applications, treasury management product setups, and lending applications.
• Stay current on industry trends, translating insights into operational enhancements or client care opportunities to maintain a competitive and forward‑leaning operating model.
• Lead and develop a team, responsible for hiring, coaching, performance management, training and development.

Benefits

• We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.
• In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Director