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MUFG Union Bank Head of Client Experience and Client Delivery, Managing Director in San Francisco, California

Head of Client Experience and Client Delivery, Managing Director - 10045264-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.

Job Summary:

The Head of Client Experience and Client Delivery is responsible for creating the vision, driving strategy, outlining the roadmap and executing on initiatives that successfully drive client experience. This high visibility role will collaborate with critical business partners across the organization to ensure success of the Client Experience program, including the Enterprise Client Feedback program, and ensure sustainability measures are in place, as well as ensure quality service and effective operations support is delivered for all internal clients. The Executive oversees the client care team responsible for resolving and mitigating risk for high level escalated client concerns reaching the Office of the President, consistently providing extraordinary and specialized service. Responsible for managing and driving for creating and driving, executing on the client advisory and resolution strategy for the assigned line of business.

Management or Supervision: Yes

Major Responsibilities:

  • Develop an Enterprise Client Experience Strategy that creates a shared culture of client centricity while driving stated OKRs and results

  • Drive innovative strategies that deepen our client understanding, respond to changing client expectations, capitalize on new opportunities, to deliver best-in-class client experiences

  • Be accountable for driving change across the organization to continually improve client experience

  • Ensure the Client Experience team collaborates across business functions, consistently driving for process improvement to enable delivering great end-to-end customer experience across processes, channels & touchpoints in the client journey

  • Responsible for providing direct oversight on development, implementation and sustainability of the Client Experience Program. This includes benchmarking, administration, external client experience surveys and vendor relationship management.

  • Oversee Enterprise client advocacy and outreach program to ensure issues are brought to resolution and reported in alignment with stated rules and regulations, resolving and mitigating risk for high level escalated client concerns reaching the Office of the President.

  • Design and execute new initiatives that support and complement the Client Experience program, as well as drive the importance of the client experience throughout all channels and business lines in the Regional Bank

  • Implement disciplines to ensure VOC is captured in requirements development and in continuous alignment with client expectations

  • Develop processes that drive meaningful connectivity across client journeys, program delivery, and strategic initiatives, putting the client at the center of all that we do.

  • Perform gap analysis to identify deficiencies in business processes and programs, links process deficiencies directly to bottom line impact, and recommends adjustments as needed.

  • Identify opportunities on emerging trends from 3rd party benchmarking data and internal surveys and implement solutions to continually improve the program and client experience.

  • The role requires Executive level interactions and presentations to Senior leaders across the company including; RBET, QBR, CRMC.

  • Build and drive partnership collaboration and lead workstreams focused on program improvement and execution to align to the Regional Bank Strategy.


Additional Information:

  • Typically requires 10 -12 years of technical experience plus 5-7 years of previous supervisory experience

  • Extensive knowledge of the banking industry, specifically Regional Bank products knowledge and expertise

  • Expert knowledge of tools and strategies required to define, implement and sustain client experience programs

  • Thorough understanding of client experience concepts and techniques

  • Proven strength in relationship development across business lines and flexibility to adapt approaches to meet the needs of a broad range of business units and multiple stakeholders

  • Track record of success in leadership and a demonstrated ability to attract, motivate, and retain talent

  • Well organized, disciplined planner and implementer with sound strategic judgment, thinking and vision

  • Outstanding communication skills, both written and verbal

  • Ability to review information and solve problems quickly

  • Ability to create a unified team and encourage the Union Bank culture

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 : Customer and Client Services

Primary Location : CALIFORNIA-San Francisco

Other Locations : CALIFORNIA-Los Angeles

Job Posting : Jul 21, 2021, 1:03:12 PM

Shift: : Day

Schedule: : Full Time

Req ID: 10045264-WD