Director of Centralized Operations

East West Bank•El Monte, CA

3d•$150,000 - $250,000

About The Position

East West Bank is currently seeking a Group Operations Manager. The Group Operations Manager will be responsible for and assist in the management of various deposit operations teams including Central Processing, Branch/Deposit Operations, Customer Call Center, Branch and Digital Banking Support. This individual will also work closely with the BSA, Compliance, and Legal departments to ensure compliance with all laws and regulations. This position will create and maintain a culture of continuous process improvement across all leading business units for best customer experience and operational efficiency.

Requirements

Bachelor’s degree in finance, Accounting, Business Administration, Economics or equivalent experience.
Minimum 10 years' experience in Banking Operations with mid to large Financial Institution.
5+ years of management experience.
Experience managing multiple teams.
Strong analytical and process improvement capabilities with accomplishment of efficiency gains/cost savings.
Exceptional written and verbal communication skills.
Ability to effectively interact with all levels of the organization including senior management.
Excellent decision-making, problem solving and organizational skills with the ability to multi-task in a fast-paced environment, including ability to negotiate, compromise and demonstrate diplomacy in sensitive situations and to interact effectively with senior management.
Ability to build effective relationships internally with multiple business units.
Ability to motivate and negotiate effectively with key employees, top management, and client groups to take desired action.
Ability to work under pressure and to strict deadlines.
Ability to manage numerous simultaneous priorities in a dynamic and fast-paced environment.
High level of professionalism, self-motivation and sense of urgency.
Applicants must have legal authorization to work in the United States.
We do not offer visa sponsorship at this time.

Responsibilities

Oversee multiple deposit operations and customer service units, formulate strategic business plans, establish SMART goals, manage group budgets, and provide leadership to subordinate managers and associates.
Direct talent management and staffing initiatives, including succession planning, talent development, recruitment, performance evaluations, coaching, training, mentoring, and the creation of individual scorecards.
Monitor team productivity, efficiency, quality, SLAs, and customer satisfaction against business goals.
Collaborate across business lines to set and execute banking operations strategies.
Ensure seamless operations and support for retail and digital banking by creating and implementing business continuity plans.
Evaluate risks within all relevant processes, and develop appropriate controls, policies, and procedures to effectively manage those risks.
Identify and resolve process improvement opportunities to boost service quality and meet SLAs.
Develop and apply KRI and KPI metrics based on the Bank’s risk appetite and industry standards.
Promote employee commitment and collaboration in alignment with EWB values and business goals.
Escalate issues and risks promptly and provide solutions timely.
Carry out any additional managerial or project responsibilities assigned by leadership.
May perform other duties as assigned