Job Description

Introduction

Since 1973, East West Bank has served as a pathway to success. With over 110 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 a strong foundation, an enterprising spirit and a commitment to absolute integrity. East West Bank gives people the confidence to reach further.

Overview

East West Bank is currently seeking a Director of Customer Service Center (CSC) to lead the Bank’s enterprise customer service center operations and support exceptional customer and branch service experience.

Reporting to the Managing Director, Head of Banking Operations, this leader will be responsible for driving operational excellence, service quality, workforce effectiveness, risk management, issue resolution, and process improvement across the Customer Service Centers. The Director will partner closely with Retail Banking, Branch Operations, Deposit Operations, Loan Operations, Compliance, BSA, Legal, Technology, Digital Banking Operations, and other business partners to enhance service delivery, strengthen controls, improve escalation management, and support the Bank’s continued growth. This role requires a strong people leader with deep call center and banking operations experience, a customer-first mindset, and the ability to execute strategic initiatives in a fast-paced, regulated environment.

Responsibilities

• Develop and execute strategic plans to elevate the Bank’s customer service capabilities, service standards, and customer experience across the Customer Service Centers.
• Build, standardize, and enforce consistent customer service levels, operating procedures, escalation protocols, call quality expectations, and service behaviors across all call units, including internal teams and contracted staff supporting the Bank’s customer service functions.
• Lead ongoing process improvement initiatives to streamline workflows, improve operational efficiency, improve response times, enhance quality assurance, strengthen controls, and create a more consistent service experience for customers, branches, and internal business partners.
• Identify operational gaps, service bottlenecks, recurring customer issues, and escalation trends; perform root-cause analysis and partner with business, operations, risk, compliance, and technology teams to implement sustainable corrective actions.
• Develop and execute talent acquisition and workforce development strategies to attract, retain, and grow multilingual call agents with English, Chinese, and Spanish language capabilities to support the Bank’s diverse customer base.
• Develop and execute strategies to reduce staff turnover and promote clear growth paths by strengthening associate engagement, manager effectiveness, onboarding, training quality, career development, recognition, retention programs, readiness criteria, succession planning, and promotion opportunities for all levels of associates.
• Oversee and coordinate service expectations for contracted VXI staff supporting customers in Greater China areas, ensuring alignment with East West Bank’s service standards, compliance requirements, quality expectations, escalation handling, and customer experience objectives.
• Develop, cascade, and monitor SMART goals for all levels of associates, including managers, supervisors, team leads, and frontline service representatives, ensuring goals are specific, measurable, achievable, relevant, and time-bound.
• Align individual, team, and department goals with the Bank’s broader priorities, including service quality, operational efficiency, first-call resolution, customer satisfaction, risk management, compliance adherence, and employee development.
• Define, track, and report CSC key performance indicators and key risk indicators, including service level performance, call volume trends, average speed of answer, abandonment rate, first-call resolution, quality assurance scores, complaints, escalations, error rates, aging items, and compliance-related metrics.
• Establish regular performance review routines, dashboards, and management reports to monitor productivity, service quality, risk exposure, staffing effectiveness, associate turnover, language coverage, service consistency, and progress against goals; use data and trends to drive accountability and timely management action.
• Provide coaching and performance feedback to leaders and associates based on KPI and KRI results, customer feedback, quality reviews, audit findings, staffing trends, turnover indicators, and operational performance.
• Promote a culture of continuous improvement, accountability, ownership, collaboration, customer-focused execution, associate growth, and consistent service delivery across the Customer Service Centers.
• Other responsibilities may be assigned

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting, Economics, or related field preferred.
• Minimum 10 years of customer service center, call center, banking operations, branch operations, deposit operations, or related financial services experience.
• Minimum 5 years of management or leadership experience, including leading teams in a high-volume service or operations environment.
• Strong operational, analytical, workforce management, and process improvement skills.
• Proven ability to lead cross-functional initiatives, manage change, and drive measurable results.
• Strong project management, organizational, issue resolution, and problem-solving abilities.
• Excellent written and verbal communication skills, with the ability to present effectively to senior leadership and business partners.
• Ability to effectively interact with all levels of the organization and build trusted partnerships across business, operations, risk, compliance, and technology teams.
• Knowledge of banking regulations, operational controls, customer service risk management, audit expectations, and compliance requirements.
• Ability to manage multiple priorities, competing deadlines, and complex operational issues in a fast-paced environment.
• High level of professionalism, initiative, sound judgment, ownership, and sense of urgency.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $140,000.00/Yr. - USD $200,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.