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MUFG Union Bank Head of Operations for the Americas in New York, New York


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 2018). In the Americas, we’re 14,000 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.

Job Summary:

We are looking for a Senior Banking Executive that can successfully transform our Operations team in the Americas and influence best practices throughout our network. This role drives our commitment of continuous improvement and integrates an operational excellence mindset across our enterprise.

As a key member of the executive team, this business executive is accountable for the strategy, planning and execution for MUFG Americas Bank Operations. Reporting to the, Chief Information and Operations Officer. You will manage approximately 1,800 service-oriented employees dedicated to a broad range of operations and services for lines of business and customers across the Americas. The leader in this role will enable our clients through operational excellence, innovation and efficiency improvements. You will oversee company operations and employee productivity, building a highly inclusive culture that ensures our team members thrive and organizational/client outcomes are met.

We are looking for someone that can drive our operations function into a state-of-the-art customer satisfier.

Accountable for driving strategy that optimizes employees and selects, negotiates and monitors third party partnerships to ensure that they are efficiently and effectively providing the services within budget. Manages the integrations of operations groups from recent and future acquisitions, and builds the appropriate linkages, communications and processes with the parent company, Bank of Tokyo Mitsubishi (BTMU). Leverage strategic and customer-centric approach to building capacity for future growth. creating an exciting and energizing environment focused on its people, processes, and technologies. Lead with a balanced approach to quality, risk, and cost during a period of tremendous growth, integration, and change. Drive efficiency and effectiveness throughout the organization; building a strong bench of future leaders. Identifies, manages, and mitigates risk. Partner with the lines of business and support groups to build strategies and carry out directives.

Major Responsibilities:

Customer-centric Strategy:

  • Translate Board directives into evolutionary strategy and implement; lead with the customer strategy and optimize our efficiency.

  • Deliver the shared service model strategy; drive a culture that optimizes process and minimizes risk/variance; create and execute operating and service programs to meet business objectives. Drive for best practice standards and policies.

  • Develop and maintain productive working relationships with business partners to drive innovative solutions that enhance customer service, establishing the unit as a center of excellence.

  • Work collaboratively with business partners in IT, finance and lines of business to negotiate and execute improved programs that meet service quality objectives.

  • Manage internal and external service providers (IT, operations, legal, compliance, marketing etc.) to ensure bank objectives and standards are met.

Team Culture:

  • Lead and motivate a distributed, diverse work force, developing and retaining the productive team necessary to achieve business results.

  • Provide direction, set goals and ensure that various areas manage toward overall department objectives.

  • Drive an environment that encourages diversity and inclusion with measurable results.

Continuous Improvement/Efficiency:

  • Drive the design and implementation of systems and processes to ensure a consistently high standard of service.

  • Ensure all activities are regularly measured and monitored for effectiveness and productivity; develop strategy and tactics to deliver quality customer service while minimizing overall costs.

Risk and Compliance:

  • Monitor and oversee resolution of internal and external examinations and audits Proactively lead customer service improvements by remaining abreast of customer feedback (internal and external) and participating in industry forums. Ensure problems are handled promptly and effectively.

  • Ensure all internal risk practices, strategies and policies are communicated throughout all operating groups and that all staff understands and apply bank operating policies and procedures.

  • Ensure compliance with policies and procedures for activities within the division, particularly, BSA/AML.

  • Oversee the establishment and delivery of requirements of industry/regulators to critical business specific products and services, including adherence to guidelines and standards that are compliant to bank's governance framework.


  • Participate in civic activities to promote growth and development of the community and a positive image for the Company.

  • Please the customer with every transaction.



  • Bachelor's degree and 15 -20 years related operations experience with significant people management responsibilities; experience with integration resulting from acquisitions, mergers or consolidation.

  • Strong leadership and people management skills to build a cohesive team of members capable of succession to more senior roles.

  • Evidence of coaching, mentoring and developing team members.

  • In-depth knowledge and experience of bank operations, including capital markets, trust and custody, strong payment systems, cash management, branch, and loan operations knowledge; finance and accounting knowledge for settlement areas.

  • Broad understanding of the U.S. regulatory environment and Federal Reserve regulations.

  • Strong understanding of control systems and relevant technologies; understanding of technology's role in the business.

  • Experience establishing and implementing new processes and systems; continuous improvement processes knowledge.

  • Strong management, organizational and evaluative process skills.

  • Ability to analyze complex organizational and process issues related to operations and identifies opportunities to improve efficiency.

  • Demonstrated ability to develop and maintain productive business relationships with internal partners and external vendors.

  • Effective negotiation and influencing skills, including strong written and verbal communication skills. Strong presentation skills.

  • External customer experience combined with a solid understanding of creating customer engagement.

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: Executives Group

Primary Location: NORTH CAROLINA-Charlotte

Other Locations: TEXAS-Dallas, ARIZONA-Tempe, NEW YORK-New York

Schedule Full Time

Shift Day

Req ID: 10037347-WD