Welcome page Returning Candidate? Log In Here GTS Training Supervisor Location US-CA-El Monte Job ID 2024-11603 Category Banking Operations/Back Office Position Type Full-Time Introduction Since 1973, East West Bank has served as a pathway to success. With over 120 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities, and our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement.  Headquartered in California, East West Bank (Nasdaq: EWBC) is a top performing commercial bank with an exclusive focus on the U.S. and Greater China markets. With a strong foundation, and enterprising spirit and a commitment to absolute integrity, East West Bank gives people the confidence to reach further.  Overview

East West Bank is seeking a GTS Training Supervisor. This is an experienced level Treasury Management Services position. In addition to supervising non-exempt associates, the supervisor will be responsible for the timely coordination and completion of customer trainings, via phone, webinar or onsite, along with reviewing set-up accuracy. The supervisor must have a thorough knowledge of Treasury Management Products, including backend system set-up and customer functionality. The supervisor will be familiar with the latest security controls offered by the Bank's application and be able to clearly communicate the benefits to customers. Job functions may vary and other duties assigned based on business need.

Responsibilities Supervise a team of non-exempt employees and ensure compliance with Bank policies, including schedule adherence. Oversee the team’s performance to meet or exceed established SLAs by leveraging technology, automation, and revised process efficiencies. Create employee development plans and provide coaching on best practices, while holding individuals accountable for their performance. Act as the backup to department manager and support him/her by developing and analyzing production reports. Follow up on complex research requests and problems and independently resolve customer escalations. Develop and maintain customer facing training material, including: online video tutorials, instructor led webinars, product guides, customer communications, etc. Develop and maintain training material internal to the bank. Document, recommend, and implements training best practices to ensure consistency between Customer Training Specialists. Monitor client feedback and escalate trends relative to Treasury Management products and servicesAssociate must have a thorough knowledge of TMS products including: related worksheets, backend system set-up, and customer functionality. Provide timely communication (email and phone) to follow-up with customers to schedule training sessions. Coordinate final on-boarding steps and successfully conduct professional level customer trainings through various channels (i.e. phone, group webinar, onsite, etc.), while meeting service level metrics. Participate on internal customer calls and provide support for special/complex customer requests. Perform quality reviews to ensure accuracy of work being produced. Demonstrates knowledge of and is sensitive to the current regulatory environment; adheres to the Bank’s Risk Vision, and risk management policies and programs; recognizes and proactively addresses risk (including but not limited to those associated with Bank Secrecy Act, anti-money laundering, consumer compliance, fair lending, fiduciary responsibilities, and privacy); identifies and appropriately manages risk. Must complete all Bank and Departmental certifications timely. Qualifications High School Diploma (or equivalent) required.5+ years training and/or customer service experience5+ years banking experience5+ years of Treasury Management ServicesStrong technical aptitudeCandidate must be able to communicate clearly with all levels of Bank personnel and customersMust organize and coordinate multiple assignments and follow through to completion while ensuring a consistent customer experienceCandidate must be able to work under minimal supervision and work well under pressureAbility to work in a fast paced environment focused on meeting or exceeding service level agreements. Must have strong time management skills and be able to work a flexible schedule, including overtimeGood written and oral communication skills requiredStrong reasoning and analytical skillsStrong problem solving skills and ability to resolve complex issuesMust be PC literate and able to trouble-shoot routine PC challenges.        Compensation The base pay range for this position is USD $80,000.00/Yr. - USD $95,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location. Options Apply for this job onlineApplyShareEmail this job to a friendRefer <p style="margin: 0px;"><span style="color: #54585a;">Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.</span></p> Share on your newsfeed

East West Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. Reasonable accommodations for disability are provided to applicants and employees in accordance with applicable law. Application FAQs

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