Director, Customer Service Center & Operations

East West Bank; El Monte (CA); On-site; USD 140,000 - 200,000; Full time

Job summary

East West Bank in California seeks a Director of Customer Service Center to lead enterprise CSC operations, elevate service quality, and drive growth across locations in the US and Asia.

You will shape strategy, manage a multilingual team, partner with Retail Banking, Operations, Compliance and Technology, and implement data-driven improvements to first-call resolution, efficiency, and risk controls in a regulated banking environment.

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 project management, organizational, issue resolution, and problem-solving abilities.

Responsibilities

• Develop and execute strategic plans to elevate the Bank’s customer service capabilities, service standards, and customer experience across the Customer Service Centers.
• 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

Skills

Leadership

Cross-functional collaboration

Communication

Multilingual

Education

Bachelor's degree

Job description

East West Bank in California seeks a Director of Customer Service Center to lead enterprise CSC operations, elevate service quality, and drive growth across locations in the US and Asia.

You will shape strategy, manage a multilingual team, partner with Retail Banking, Operations, Compliance and Technology, and implement data-driven improvements to first-call resolution, efficiency, and risk controls in a regulated banking environment.