Banking Operations - Senior Product Manager at East West Bank

Job description

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. This Product Manager role serves as the primary liaison between Banking Operations teams, business stakeholders, and technology delivery teams, ensuring alignment between operational needs, customer expectations, and technology solutions. Acting as a central point of coordination, the role is responsible for driving the successful delivery, adoption, and ongoing optimization of operational platforms, processes, and technology-enabled initiatives. The Product Manager oversees end-to-end operational and technology workflows, ensuring that incidents, enhancement requests, defects, and customer inquiries are properly prioritized, assigned, tracked, and resolved within established service levels. The role maintains visibility across multiple systems and platforms, providing clear ownership, accountability, and governance for all issues and requests impacting internal users and external customers. • Serve as the primary point of contact between Banking Operations, Technology, and third-party vendors. • Manage the intake, prioritization, tracking, and resolution of operational and technology-related issues, requests, and enhancements. • Coordinate customer-facing escalations and drive timely issue resolution. • Lead testing, release readiness, and post-implementation validation activities. • Monitor product performance, operational metrics, and customer feedback to identify improvement opportunities. • Establish clear ownership, accountability, and governance processes across teams. • Support product roadmap development and prioritization of enhancements. • Facilitate cross-functional communication and stakeholder alignment. • Provide business oversight and final sign-off for strategic initiatives, system changes, and process improvements. • Drive continuous improvement efforts that enhance operational efficiency, customer experience, risk management, and service quality. • Perform other duties as assigned. • Bachelor’s degree, with a technical major such as engineering or computer science or equivalent work experience. • Minimum 5 years’ experience in financial institutions as system product manager, specialization in deposits and/or loans preferred. • Analytical skills and problem-solving skills with the ability to assess problems and develop solutions/improvements • Knowledge and experience to project management as business and IT liaison • Ability to produce accurate and precise work, detect discrepancies and resolve discrepancies • Working knowledge in IBS Insight, online banking platforms, and Salesforce • Exceptional written and verbal communication skills. Ability to effectively interact with all levels of the organization including senior management • A self-starter, who can effectively navigate a complex organizational structure, achieving results through influence and collaboration • Proficient in Microsoft Office with advanced Excel skills and basic SQL skills • Ability to build effective relationships internally with multiple business units. Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time. The base pay range for this position is USD $100,000.00/Yr. - USD $180,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

Requirements

Must-haves

Serve as the primary point of contact between Banking Operations, Technology, and third-party vendors.
Manage the intake, prioritization, tracking, and resolution of operational and technology-related issues, requests, and enhancements.
Coordinate customer-facing escalations and drive timely issue resolution.
Lead testing, release readiness, and post-implementation validation activities.
Monitor product performance, operational metrics, and customer feedback to identify improvement opportunities.
Establish clear ownership, accountability, and governance processes across teams.
Support product roadmap development and prioritization of enhancements.
Facilitate cross-functional communication and stakeholder alignment.
Provide business oversight and final sign-off for strategic initiatives, system changes, and process improvements.
Drive continuous improvement efforts that enhance operational efficiency, customer experience, risk management, and service quality.
Perform other duties as assigned.
Bachelor’s degree, with a technical major such as engineering or computer science or equivalent work experience.
Analytical skills and problem-solving skills with the ability to assess problems and develop solutions/improvements
Knowledge and experience to project management as business and IT liaison
Ability to produce accurate and precise work, detect discrepancies and resolve discrepancies
Working knowledge in IBS Insight, online banking platforms, and Salesforce
Exceptional written and verbal communication skills. Ability to effectively interact with all levels of the organization including senior management
A self-starter, who can effectively navigate a complex organizational structure, achieving results through influence and collaboration
Proficient in Microsoft Office with advanced Excel skills and basic SQL skills
Ability to build effective relationships internally with multiple business units.
Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Nice-to-haves

Minimum 5 years’ experience in financial institutions as system product manager, specialization in deposits and/or loans preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

sql

Platform: icims
Effort: medium