Digital Operations Manager

Cathay Bank•San Gabriel, CA

3d•$100,000 - $130,000

About The Position

The Sales & Service / Digital Operations Manager is responsible for supporting the overall success of retail sales and service initiatives. Actively participate and provide sales and service support to our retail team members in generating revenue and growth. Promote, implement, and ensure delivery of superior client service. Manage the administration of Sales & Service programs and contribute to strategic initiatives. Responsible for managing the operations and online account opening processes of the Digital Banking Branch channel. Ensure regulatory compliance and adherence to bank policies and procedures.

Requirements

College degree with business classes preferred but not required.
Must have a minimum 5-7 years (VP level) or minimum 7-10 years (FVP level) of retail banking experience or equivalent financial services sales experience with proven success in establishing new clients, revenue generation, and the ability to deliver results.
Knowledge of all traditional bank products and digital banking operations experience.
Management experience required.
Possess strong sales/service skills and leadership to effectively impact and improve results.
Self-motivated, assertive, performs well in a competitive sales environment.
Ability to establish creditability, rapport, and effectively influence others.
Excellent presentation, communication and facilitation skills.
Ability to plan, organize, and prioritize tasks.
Required to travel a minimum of 25% of the time.
Must be knowledgeable of and adhere to bank regulations, policies, and compliance.

Responsibilities

Facilitate, train, and deliver disciplined sales and service practices and processes which include product knowledge, sales and service techniques, relationship profiling, tools, and resources.
Conduct routine branch visits in person (Southern California Regions) to observe, coach, and reinforce sales and service practices. For other regions outside of Southern California, conduct virtual team meetings.
Support our branch team members with effective best practices, activities, resources to deepen client relationships through cross sell.
Prepare and report monthly cross-sell results.
Promote, train, and reinforce best-in-class client experience through GUEST standards.
Manage and administer the retail client experience survey program.
Prepare and report monthly client experience results.
Responsible for achieving bank wide client experience targets.
Participate in collaboration with District Administrators/Regional Managers during monthly and quarterly job family meetings to reinforce/train effective sales activities, business engagement High Impact Sales model, GUEST service standards and provide sales and service program updates.
Educate and promote to all retail branch team members our Retail Bank Sales Incentive Compensation plan.
Facilitate sales incentive committee meetings and contribute to plan updates.
Provide quarterly reporting and conduct incentive payment reviews.
Responsible for supporting and improving percentage of relationship bankers earning sales incentives on a regular basis.
Act as subject matter expert with Sales Management processes, procedures, and reporting.
Ensure compliance with all internal operating policies, procedures, regulatory, and audit standards.
Direct and perform daily operation functions of the Digital Banking Branch- Duties include online application processing, maintenance, operation report reviews, risk management, enhanced due diligence, and maintenance.
Develop branch operating and servicing procedures, processes, and policies.
Acts as the resident expert on procedural, risk, and regulatory functions of the Digital Banking Branch and as SME (subject matter expert) to internal departments.
Ensures that the branch complies with bank policies, procedures, regulations and meets satisfactory audit.
Implements appropriate controls and oversight for any identified deficiencies.
Participates and contributes to online account opening channel expansion and growth initiatives.
Prepares branch statistical and progress reporting for management.