MUFG Union Bank Treasury Customer Services Manager, Vice President in Monterey Park, California
Do you want your voice heard and your actions to count?
Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 5th largest financial group in the world (as ranked by S&P Global, April 2020).In the Americas, we’re 13,000 colleagues, striving to make a difference for every client, organization, and community we serve. We stand for our values, developing positive relationships built on integrity and respect. It’s part of our culture to put people first, listen to new and diverse ideas and collaborate toward greater innovation, speed and agility. We’re a team that accepts responsibility for the future by asking the tough questions and owning the solutions. Join MUFG and be empowered to make your voice heard and your actions count.
Reporting to a Senior Manager, the Customer Services Division Manager III is responsible for providing excellent service to the Bank's clients by managing daily activities, controlling risk, monitoring performance, and providing guidance and training to one of more teams. Ensures appropriate quality measures are enforced and maintain high service standards. Responsible for carrying out departmental/divisional projects and strategic initiatives. Responsible for controlling team expenses in alignment with department budget.
CUSTOMER SERVICE: 30% Communicate with clients and business partners to exchange information and process transaction requests. Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience. Proactively reach out to partners via phone and site visits to develop working relationships and solicit feedback for service improvements and employee recognition. Respond to escalated customer service issues, inquiries, and complaints and resolve complex issues. Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence. Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service. Consistently search for new customer service strategies and ways to enhance the customer experience through analysis, personal interaction, feedback, and satisfaction surveys. Implement strategies to improve client satisfaction scores.
LEADERSHIP: 30% Responsible for the performance of assigned teams. Ensure service levels and quality control standards are met consistently. Make certain adherence to regulatory, Bank and departmental policies and procedures. Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency. Plan and implement solutions that generate ongoing process improvements and cost reductions for the department. Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation. Position carries approval authority for complex transactions with large dollar exposure.
HUMAN CAPITAL: 20% Establish consistent performance standards and adherence to rigorous performance management program. Effectively manage by monitoring key performance indicators. Enhance employee competency and effectiveness through training, coaching, and development plans. Develop annual salary/promotion plan for teams in conjunction with budget process. Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary.
RISK MANAGEMENT:20% Ensure teams take appropriate actions to mitigate Bank risk and operating losses by enforcing control activities and quality control measures, distilling information consistently to team members, and providing ongoing training. Make certain Bank-mandated training is completed in a timely fashion. Surface processes and procedures with control weaknesses and follow up with targeted training or process improvements to mitigate those risks. Ensure procedures and workflows are up to date. Participate in disaster/ business recovery planning and exercises to ensure team readiness. Manage non-credit and operational risk to minimize operational losses; collectable overdrafts, wires and other exceptions. Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity.
Strong leadership, presentation, interpersonal and conflict management skills
Excellent customer service and advanced problem resolution skills
Strong interpersonal, written, and verbal communication skills
Ability to create and deliver presentations
Experience leading meetings and facilitating information exchange with internal and external business partners
Familiarity with budgeting and financial control
Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues
Demonstrated ability to overcome obstacles, gain consensus and implement solutions
Strong project management and analytical skills
Networking outlets and stay in tune with industry best practices.
Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity, and influence and inspire others.
College degree (preferred) with 8 years of related experience, demonstrating in-depth functional area expertise Managerial experience required (5 years)
The above statements are intended to describe the general nature and level of the 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: Customer and Client Services
Primary Location: CALIFORNIA-Monterey Park
Schedule Full Time
Req ID: 10040602-WD