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MUFG Union Bank Reporting Manager-Customer Experience, Vice President in Brea, California

Reporting Manager-Customer Experience, Vice President - 10043361-WD


Are you passionate about creating an exceptional client experience?

Discover your opportunity with Union Bank, a division of the Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world. At Union Bank, we care about the details that matter most to our clients. We have our clients’ best interest in mind, drawing on more than 150 years of experience to understand their distinct needs and tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group. Trust starts with a culture of putting people first and empowering you to achieve your potential. Join Union Bank, where being inspired is expected and creating results is rewarded.

Job Summary:

As the Reporting Manager – Vice President, you will be a key member of our Client Experience team where you will provide comprehensive reporting and analytics regarding client complaints and pain points for the Enterprise Client Feedback/customer complaints program. You will report on trends & themes, and key risk metrics to various programs, councils and committees across the enterprise.

Management or Supervision: No

Major Responsibilities:

  • Accountable for providing detailed analytics and reporting on customer complaints and pain points to the Client Experience Council, Senior Management and Risk Committees to support the Bank’s strategic and risk management objectives

  • Prepare monthly reporting packages for complaints and feedback with summaries of key trends and themes that will be used to report to stakeholders.

  • Develop and track KPI metrics in scorecards for the business line senior management. Track, monitor, and analyze the trends with deep understanding of business lines supported to properly align reporting.

  • Build spreadsheets and other End User Computing tools that include advance and interactive functions such as macros/pivot tables or other advanced formulas.

  • Manage the data, reporting and analysis of customer complaints and pain points while being responsible for process improvement/automation pertaining to reporting and data management

  • Develop and run complex reports and dashboards to monitor trends and themes that empower users to answer their own questions quickly and easily.

  • Design enhancement to reporting processes and controls stemming from risk and compliance observations and feedback.

  • Support business partners on best practices in reporting/analyzing and conducting root cause on customer complaints

  • Act as liaison between department and IT/systems personnel to identify and prioritize critical opportunities to enhance systems and reporting models

  • Support business partners on best practices in reporting/analyzing their trends & themes

  • Jointly lead and promote efforts within the department and program to help standardize work processes and ensure operational efficiency



At a minimum, the right candidate should meet the following criteria:

  • Excellent reporting and analytical skills

  • Proficiency in data and analytics tools (SQL, Oracle, SAP Business Objects, Tableau, SAS) and Microsoft Office (Excel, Powerpoint, Access etc.)

  • Experience designing effective data management controls and documenting reporting processes is a strong plus

  • Excellent communication skills (both written and verbal) and interpersonal skills

  • Excellent time management skills and the ability to work under time pressure and handle several tasks/projects at the same time

  • Detail oriented with the ability to work efficiently and independently with little direct supervision

  • Comfortable working collaboratively across multiple cross-discipline teams on problem resolution as well as identifying standard methodologies and process efficiencies.

  • Four-year college degree (or comparable work experience) required.

  • 5 years Financial services/banking experience.

  • Experience managing a reporting function at a large bank in the USA is a strong plus

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity / Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

A conviction is not an absolute bar to employment. Factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered in all employment decisions. Additionally, it's the bank's policy to only inquire into a candidate's criminal history after an offer has been made. Federal law prohibits banks from employing individuals who have been convicted of, or received a pretrial diversion for, certain offenses.

Job : Marketing & Communications

Primary Location : CALIFORNIA-Sacramento

Other Locations : CALIFORNIA-Brea

Job Posting : Apr 21, 2021, 8:34:51 AM

Shift: : Day

Schedule: : Full Time

Req ID: 10043361-WD