Overview In this role you lead East West Bank's enterprise Customer Service Center operations to elevate service quality and efficiency. You will collaborate with cross-functional partners to strengthen controls, escalation handling, and customer experience while driving strategic initiatives in a regulated banking environment. The role emphasizes people leadership, multilingual support, and continuous process improvement to support growth and service consistency. This is a chance to shape how the bank delivers client-focused service at scale.
Responsibilities- Develop and execute plans to elevate customer service capabilities and experience across CSCs
- Standardize service levels, procedures, escalation protocols, and call quality across all units and contracted staff
- Lead process improvement to streamline workflows, improve efficiency, response times, and quality
- Identify gaps and root causes; partner with risk, compliance, technology to implement corrective actions
- Develop talent strategies to attract and grow multilingual call agents (English, Chinese, Spanish)
- Oversee contracted VXI staff alignment with service standards and compliance
- Set SMART goals for all levels of staff and align with broader priorities
- Define and monitor CSC KPIs and KRIs; establish dashboards and reporting
- Provide coaching based on KPI/KRI results and feedback; promote continuous improvement
- Foster a culture of accountability, collaboration, and customer-focused execution
- Other responsibilities may be assigned
Key requirements- Minimum 10 years in customer service center, banking operations, or related financial services
- Minimum 5 years of leadership/management experience in a high-volume setting
- Strong operational, analytical, and process improvement skills
- Proven ability to lead cross-functional initiatives and drive results
- Excellent communication skills for senior leadership presentations
- Ability to interact with all organizational levels and build trusted partnerships
- Knowledge of banking regulations, controls, risk management, audit, and compliance
- Ability to manage multiple priorities in a fast-paced environment
- High level of professionalism, initiative, judgment, and urgency
- Legal authorization to work in the United States (no visa sponsorship)
- customer-focused mindset
- strong leadership and people development
- excellent communication and presentation abilities
- process improvement
- workforce management
- data-driven decision making
