MUFG Union Bank Client Services Director in Los Angeles, California
Client Services Director - 10044945-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 have our clients’ best interest in mind and draw on more than 160 years of experience to understand their distinct needs to tailor our solutions. We’re part of 180,000 colleagues around the globe striving to be the world’s most trusted financial group, knowing that 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.
Reporting to the Head of Financial Centers, the Client Services Director (CSD) has overall responsibility for client and employee experience, campaign and program creation and management, and communication and reporting for Purepoint Financial Centers and the Client Support Center. The CSD ensures operational, strategic and cultural synergy between Purepoint Financial Centers, Client Support Center and MUB, leveraging internal resources and engaging various partners and stakeholders, while creating and sustaining a unique and non-traditional financial services culture. The CSD regularly provides recommendations and implementation strategies to enhance programs within Purepoint. The CSD must be a forward thinking-leader with non-traditional bank experience.
Management or Supervision: Yes
30% - Sales Management: Responsible for the creation and management of sales campaigns to drive production and achieve established financial targets for Purepoint Financial Centers. Work closely with key strategic partners including Finance, Marketing and Product to develop strategic plans that increase household acquisitions and grow deposits. Provide regular updates on campaign progress to leadership and make recommendations for adjustment when needed. Monitor and assess portfolio to identify opportunities to deepen client relationships, improve retention and earn share of wallet.
25% - Employee Experience & Engagement: Responsible for oversight and success of all employee recognition programs and employee engagement initiatives, including, but not limited to: Global Employee Survey – action planning, sustainment and visibility of progress to maintain favorable results above established industry benchmarks. Recognition and Rewards – robust recognition and rewards program to maintain employee engagement, reward top performers and enhance productivity. Team building events/activities. Consult and collaborate on training initiatives and programs, including onboarding, sales processes and problem resolution. Consult on and serve as the main subject matter expert for all initiatives and communication impacting the employee experience. Ensure initiatives with employee impact are designed to maintain engagement through continuous establishment of credibility and trust. Provide a platform for employees to share their feedback: leverage input to help shape strategic initiatives based on learnings to allow for continuous improvement.
25% - Client Experience: Enhance the Client Experience through support of client-focused initiatives, including special events to drive client retention and relationship deepening. Implement and manage a formalized client experience program focused on client satisfaction and engagement through creation of Pure Moments and differentiated experiences. Provide tools and serve as a resource to enable the implementation and execution of defined client experience initiatives by line leaders. Align sales processes to focus on the client experience as the core principle and drive a consultative sales approach. Have measures in place to regularly gauge financial center team effectiveness. Manage and enhance Secure Messaging program. Manage Client Experience team responsible outbound calls and responding to client inquiries.
10% - Communication & Reporting: Manage employee internet and sharepoint sites that are the central communication hub for all PurePoint employees. Responsible for delivery of regular financial reporting and recommendations to Head of Client Services to mitigate all risks to financial plan. Communicate with line management as necessary via formal presentations and email updates. Prepare communications aligned with strategic vision on behalf of executive leadership. Establish and maintain a regular communication cadence to cascade key messages across the organization. Serve as the main subject matter expert to consult on communications impacting the client and employee experience.
10% - Risk and Compliance Stays abreast of current regulatory environment ensuring adherence to MUBs and Purepoint’s Risk Vision and risk management policies and programs. Recognizes and proactively addresses risk (including but not limited to those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy)
Education, Licensure, Year of Experience (and type of work experience):
8 years of experience in business / sales management.
Bachelor’s Degree required, MBA preferred.
Knowledge, Skills, Abilities:
Strong, polished, articulate, effective communicator with demonstrated sales and service skills.
Strong desire to serve clients in their community.
Strong leadership, coaching, sales, and management skills.
Excellent listening, communication and persuasive skills.
Knowledge of assigned Market and communities within.
FCPM will travel across market geography as necessary to the Financial Centers.
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-San Francisco
Other Locations : CALIFORNIA-Los Angeles
Job Posting : Jul 21, 2021, 1:02:13 PM
Shift: : Day
Schedule: : Full Time
Req ID: 10044945-WD