Avp/Vp, Commercial Client Service Operations Manager

GENERAL SUMMARY

The AVP/VP, Commercial Client Service Operations Manager is responsible for the overall operational integrity of the commercial banking offices, managing and meeting strict regulatory reporting guidelines, providing exceptional internal and external Client Service, and is critical to enhancing the overall client experience at Cathay Bank for our commercial banking and assigned clients.

DIRECT REPORTS

The incumbent may have one or more direct report -Client Service Officer(s)

ESSENTIAL FUNCTIONS

• Execute transactions and approvals, focusing on operational excellence and due diligence.
• Oversee operational integrity for Client Service Managers when handling client day-to-day transactions and service-related matters.
• In partnership with Client Service Managers and other Team Members, execute new client onboarding and implementation of products and services. 
• Assist Client Service Managers with proactively and professionally managing complex client servicing needs and provide prompt follow up. 
• Quickly and efficiently resolve client concerns, assist team members, and appropriately escalate complex or sensitive matters. 
• Accountable for the internal and external client satisfaction, retention, and growth of a portfolio through client ownership.
• Oversee and coordinate timely completion of all daily and quarterly department activities including daily reports, new account call backs, wire transactions, office certifications, and specialty deposit account type activities.
• Internally, develop cross-divisional relationships and collaborate with partners to provide the best client centric solutions.
• Exhibit expertise in identifying, evaluating, and managing decisions/situations to limit Risk to the Bank while proactively managing client expectations.
• Approve check, wires, and client requests within assigned authority limits.
• Maintain the integrity of client data within all bank files and systems. 
• Onboard, cross train and effectively coach New and Existing Team Members and direct reports.
• Responsible for maintaining operational excellence in all commercial banking offices.
• Participate or lead divisional and area projects and initiatives as appropriate.
• Manage timely completion of time sensitive reporting to regulatory agencies.

QUALIFICATIONS

• Education:    College degree in business-related discipline preferred but not required.
• Experience:  
  
  • Minimum of 5 years of experience at a mid-size or large lending institution in a similar or parallel role. 
  • Experience with windows-based applications; (Excel, Word, Power Point, Adobe, etc.), CRM, and Lending Systems.
  • Experience with FIS Platform preferable but not required.
  • Strong knowledge of commercial and specialty products and services typically offered to Commercial Clients. 
  • Strong knowledge of Banking and Branch Operations, and an understanding of Treasury Management, Wealth Management, Credit Products and Underwriting Guidelines.
  • Work independently, effectively, and concurrently manage competing priorities.
• Skills/Ability: 
  
  • Ability to manage, prioritize, plan, and develop strategic plans for the department.
  • Works with an appropriate sense of urgency and immediacy.
  • Strong professional verbal, written, and presentation skills.
  • Strong knowledge and understanding of applicable business organizations.
  • Full knowledge of standard business software; demonstrated project management, organizational and analytical skills.
  • Strong interpersonal and customer service skills. 
  • Strong personal attributes to complete goals and resolve issues in a competitive and changing environment.
  • Ability to work collaboratively with team members.
  • Must have a strong understanding with and in compliance with all applicable bank regulations, and adhere to bank policies, procedures, and processes.

OTHER DETAILS

$100K - $155K / year
Pay determined based on job-related knowledge, skills, experience, and location.