CSD Manager

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Reporting to a Senior Manager, the Customer Services Division Manager IV is responsible for the delivery of customer service within prescribed service level commitments and the control of risk to the Bank by managing multiple CSD teams. Ensure appropriate quality control measures are in place while maintaining high service standards. Responsible for carrying out departmental/ divisional projects and strategic initiatives. Provide substantial input to the decisions which impact the strategies and direction of the division. Participate in and supply input to annual budget development, and accountable for expense control. This position will manage up to 10 exempt employees directly and up to 200 non-exempt employees indirectly. Major Responsibilities: CUSTOMER SERVICE: 30% Communicate with clients and business partners to exchange information and process transaction requests. Make independent decisions regarding customer requests weighing impact based on risk and drawing on overall banking knowledge and experience. Proactively reach out to partners via phone and site visits to develop working relationships and solicit feedback for service improvements and employee recognition. Partner with business units to implement key initiatives. Respond to escalated customer service issues, inquiries, and complaints and resolve complex issues. Ensure service levels and operational goals are met by promoting adherence to schedules, monitoring interactions, and coaching for excellence. Maintain a high level of expertise in all products, services, and channels clients use in order to provide excellent customer service. Consistently search for new customer service strategies and ways to enhance the customer experience through analysis, personal interaction, feedback, and satisfaction surveys. Implement strategies to improve client satisfaction scores. LEADERSHIP: 30% Responsible for the performance of several teams with multiple functions. Ensure service levels and quality control standards are met consistently. Make certain adherence to regulatory, Bank and departmental policies and procedures. Identify opportunities to streamline workflows and processes to increase customer satisfaction, reduce errors, increase controls, and ensure maximum productivity and efficiency. Responsible for planning, conducting and directing the analysis of complex business problems to be solved. Provide expertise in developing or evaluating solutions that generate efficiencies and cost reductions for the department. Participate as a subject matter expert in the development of business requirements to support new systems, enhancements or new product implementation. Position carries approval authority for complex transactions with large dollar exposure. HUMAN CAPITAL: 20% Establish consistent performance standards and adherence to rigorous performance management program. Effectively manage by monitoring key performance indicators. Maintain a high level of employee engagement. Enhance employee competency and effectiveness through training, coaching, and development plans. Develop annual salary/promotion plan for teams in conjunction with budget process. Responsible for interviewing candidates, hiring, writing and delivering annual performance evaluations, salary changes, promotions, and terminations as necessary. RISK MANAGEMENT:20% Ensure teams take appropriate actions to mitigate Bank risk and operating losses by enforcing control activities and quality control measures, distilling information consistently to team members, and providing ongoing training. Make certain Bank-mandated training is completed in a timely fashion. Surface processes and procedures with control weaknesses and follow up with targeted training or process improvements to mitigate those risks. Ensure procedures and workflows are up to date. Participate in disaster/ business recovery planning and exercises to ensure team readiness. Manage non-credit and operational risk to minimize operational losses; collectable overdrafts, wires and other exceptions. Use excellent technical and job knowledge as well as problem-solving and critical thinking skills to make sound decisions while balancing risk with opportunity. Strong leadership, presentation, interpersonal and conflict management skills Excellent customer service and advanced problem resolution skills Strong interpersonal, written, and verbal communication skills Ability to create and deliver presentations Experience leading meetings and facilitating information exchange with internal and external business partners Familiarity with budgeting and financial control Strategic thinker, able to create and execute on business plans and strategies Comprehensive knowledge of technical aspects of functional area, including applicable legal, regulatory and accounting issues Demonstrated ability to overcome obstacles, gain consensus and implement solutions Strong project management and analytical skills Networking outlets and stay in tune with industry best practices Demonstrates the following core competencies: Deliver extraordinary customer experiences, drive for results, communicate effectively and professionally, balance risk with opportunity, and influence and inspire others. College degree (preferred) with 10 years of related experience, demonstrating in-depth functional area expertise Managerial experience required (5 years)

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified.

We are proud to be an Equal Opportunity/Affirmative Action Employer and committed to leveraging the diverse backgrounds, perspectives, and experience of our workforce to create opportunities for our colleagues and our business. We do not discriminate in employment decisions on the basis of any protected category.

Some MUFG roles require that individuals be fully vaccinated against COVID-19, subject to exemptions for medical or religious reasons, as well as any other reason required by applicable law or order. Should you be selected for an interview, your recruiter will provide additional information.