Director, Client Care - Preferred & Small Business Banking

Job Title:

Location:

What you'll do:

• Provide strategic leadership to multisite Client Care teams, ensuring the delivery of exceptional sales, service, and operational performance across the full client life cycle.

• Set and drive achievement of sales, service, and operational performance targets, including call volume, AHT, availability, deposit and loan production, treasury management engagement, customer retention, and turnaround times.

• Lead efforts to enhance client experience, ensuring escalated issues are resolved effectively and teams consistently meet or exceed servicelevel expectations.

• Influence and execute strategic, datadriven business initiatives, including operational improvements, analyticsdriven decision making, and changemanagement efforts that improve employee and client experience.

• Serve as a key contributor to enterprise transformation initiatives, including technology upgrades, system enhancements, workflow redesign, and process optimization.

• Partner across lines of business-Treasury Management, SBA Lending, Commercial teams, AmeriHome Mortgage, and internal support groups-to deliver comprehensive client solutions and seamless service across channels.

• Guide teams in identifying and capitalizing on opportunities to deepen relationships through deposit growth, lending solutions, and treasury management products.

• Maintain expert knowledge of systems and processes, advising on system direction and assessing operational procedures to identify improvement opportunities.

• Monitor and report operational trends, including production, turnaround times, and performance indicators, providing clear insights and recommendations to executive leadership.

• Ensure adherence to regulatory, audit, and compliance standards, including AML, privacy, loss avoidance, and riskcontrol protocols.

• Conduct operational reviews and qualitycontrol checks to mitigate risk, validate compliance, and ensure process integrity.

• Support proactive client communication initiatives, including outreach during system outages, disruptions, or significant bank events requiring timely engagement.

• Oversee accurate completion of client service requests, including account maintenance, new deposit account applications, treasury management product setups, and lending applications.

• Stay current on industry trends, translating insights into operational enhancements or client care opportunities to maintain a competitive and forwardleaning operating model.

• Lead and develop a team, responsible for hiring, coaching, performance management, training and development.

What you'll need:

• 12+ years of related experience in Treasury Management Sales, Treasury Management Service, Branch Banking Operations, or a similar field.
• Bachelor's degree or equivalent experience required; degree in a related field preferred.
• Previous leadership experience required, with demonstrated success leading highperforming financial services or contactcenter teams.
• Expert knowledge of general banking operations, including deposit operations, loan administration, treasury management, and other commercial banking products and services.
• Expert knowledge of applicable regulatory and legal compliance obligations, rules, and industry standards.
• Expert experience in deposits and treasury management products, including experience in advising business owners on complex credit/lending solutions.
• Expert written and verbal communication skills, capable of influencing at all organizational levels.
• Ability to travel up to 25% as needed.

Benefits you'll love:
We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

About the company:

Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email HR@westernalliancebank.com or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.

Western Alliance Bancorporation