VP, Retail Client Services Manager

Cathay Bank • Houston, TX

3d

About The Position

The VP Retail Client Services Manager is responsible for establishing and managing relationships with retail clients, providing exceptional internal and external client service, and is critical to enhancing the overall client experience at Cathay Bank for our retail banking and assigned clients.

Requirements

• Minimum 5-7 years of experience at a mid-sized or large lending institution in a similar or parallel role.
• Experience with windows-based applications; (Excel, Word, Power Point, Adobe, etc.), CRM, and Lending Systems.
• Strong knowledge of products and services is typically offered to commercial clients.
• Strong knowledge of Banking Operations, Treasury Management, Wealth Management, Credit Products and Underwriting Guidelines.
• Strong knowledge and understanding of applicable business organizations.
• Work independently, effectively, and concurrently manage competing priorities.
• Ability to manage, prioritize, plan, and develop strategic plans for the department.
• Works with an appropriate sense of urgency and immediacy.
• Strong professional verbal, written, and presentation skills.
• Full knowledge of standard business software; demonstrated project management, organizational and analytical skills.
• Strong interpersonal and client service skills.
• Strong personal attributes to complete goals and resolve issues in a competitive and changing environment.
• Ability to work collaboratively with team members.
• Must be familiar with and in compliance with all applicable bank regulations, and adhere to bank policies, procedures, and processes.

Nice To Haves

• College degree in business-related discipline preferred but not required.
• Experience with FIS Platform is preferable but not required.

Responsibilities

• Lead the formation and optimization of the new team, defining structure, systematics, operational workflows, and governing policies and procedures.
• Assist in product testing and servicing, providing real-time feedback to Product Management and IT Risk teams to refine bank systems and ensure optimal operational efficiency.
• Drive modernization initiatives for retail and business banking to enhance market competitiveness while strictly adhering to FDIC guidelines and internal bank policies.
• Partner with Product Management and IT Risk teams to spearhead the development of new products and the enhancement of existing digital offerings.
• Analyze and consult on cross-departmental workflows to streamline administrative processes, reducing paperwork to maximize client-facing sales and service time.
• Manage and grow a diverse portfolio of California Southwest Region clients, serving as the primary point of contact for relationship management and high-level service needs.
• Execute transactions and approvals with operational excellence, maintaining assigned authority limits for checks, wires, and complex client requests.
• Collaborate with Relationship Managers to lead clients onboarding and the seamless implementation of treasury, wealth, and international products.
• Proactively identify cross-selling opportunities for products and services that best complement the client’s business model and financial goals.
• Resolve complex client concerns and sensitive matters, providing prompt follow-up and appropriate escalation to mitigate risk and ensure satisfaction.
• Maintain the integrity of client data across all bank systems and files, ensuring comprehensive due diligence and risk management.
• Onboard, coach, and cross-train team members, fostering professional development and high-performance standards within the division.
• Cultivate cross-divisional partnerships to fully understand client needs and deliver integrated, client-centric solutions.
• Direct or participate in divisional projects and strategic initiatives as required to support the Bank’s broader growth objectives.

Benefits

• coverage for medical insurance, dental insurance, vision insurance, life insurance, long-term disability insurance, and flexible spending accounts (FSAs), health saving account (HSA) with company contributions, voluntary coverages, and 401(k).
• This position may be eligible for a discretionary bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees