Head of Banking Product Support

UBS is a leading global financial services firm. Global Wealth Management & Business Banking offers sophisticated wealth management services and personalized advice to help our clients achieve their financial goals. We are the world's leading wealth management business, Switzerland's leading retail and commercial bank, and one of the biggest private client businesses in the USA. By combining your talent with our strength, we can achieve great results.

Your job will assume responsibility for Banking Product (BP) Support. This is a newly defined role that brings together the sales/support function for Small Business Loans, Mortgages, Client Accounts and Cards. You will be responsible for a staff of approximately 20 general customer service reps, document preparers, and product specialists. This unit will provide product level campaign support for Hub Teams, assist in training and roll-out and act as the single point of contact for Banking Products for service issue resolution, exception request processing and problem escalation as well as providing general customer service by answering calls regarding Banking Products processes.

You will have dual responsibilities to manage the daily work effort while defining and implementing the optimal structure. You will collect and analyze detailed information about the current environment. It is anticipated that the Product Support segment will spin off general phone support to the Service Center and operational functions to Operations. In all cases, you will be responsible for tracking and reporting on service, processes and project metrics.

You will coordinate local area marketing activities between Marketing and BP Consulting on behalf of Product Support. You will assist in execution of tactical campaigns utilizing Business Intelligence Reports (client lists selected based on criteria). You will assist in National level campaign support and Placeware promotion events. You will be the Primary contact between BP Consulting and Product Management Areas on Operations and ISD. You will be the 2nd Level support for BP Consulting on product issues. You will be the 3rd Level Support for Financial Advisors (FA) and Clients as requested by BP Consulting.

You will manage the end to end process from application through funding for all liability products. This includes answering general phone calls from both BP Consultants and FAs regarding items such as loan/credit status, program overview, obtaining needed documentation and supporting STAR CASE follow-up/clarification. You will discuss standard pricing of loans with the FAs, review discount pricing requests, forward special pricing requests to the SBL Product Manager. You will discuss standard fees for RMA and Cards. You will disseminate information to the BP Specialists, CSAs and FAs such as documentation completion procedures, card/account program changes, enhancements, promotions, and any changes to the loan process, card process, RMA etc. You will provide training and education to FAs, CSAs and BP Specialists regarding new procedures, product enhancements and documentation. You will provide continuous support of marketing, sales and education efforts. You will manage the education of the field Client Account Coordinators (CACs). You will assist FA/CSA's with potential credit lines including the review of accounts for suitability of collateral and release/maintenance ratios. You will filter incoming LST inquiries to the LST segment. You will resolve issues and expedite approval including the pro-active 1-hour Wire SLA / escalation. You will answer questions regarding production and maintenance of lines. You will diligently follow up on contingent approvals. You will monitor and remediate over limits. You will be responsible to own the Credit Line request process to prepare documents.

Basic Qualifications
You are experienced in Client Accounts (RMA), Cards, mortgages, both purpose and non-purpose lending. You will report to the Segment Heads in the Banking Products Sector. You must be able to demonstrate an understanding of both transaction and client profitability via pricing models and what-if analyses. More importantly, you should demonstrate experience in process and project management, leading organizational change as well as the creation and implementation of detailed reporting and metrics. As a Sector level employee, you must be able to act independently, taking direction from all segments as well as the Sector Head. You must be able to contribute to and participate in the creation of BP strategy, be responsible for your own KPIs and drive Product Support activities in support of the Sector KPIs. You should have sales, service center, operations, marketing, branch or project management experience. Overall, you should have 8 years of relevant work experience.

It is desirable that you have knowledge of banking and financial products and services, specifically client accounts, cards, mortgages and purpose/non-purpose lending in order to fulfill the needs of both internal and external clients. Series 7 is preferred.
You have knowledge of the steps necessary to create, adjust, supervise and report on key processes, activities, volumes and work efforts within the unit. You have professional know-how necessary to plan and implement the target operating environment. This includes matrix management, a view of product support from end-to-end, and the ability to simulate different strategic models. You have the knowledge and skills associated with the tools and techniques of planning and running organizational projects and processes.

We can offer you an exciting, fast-paced working environment, a culture of mutual respect and commitment to maintaining the highest ethical standards and the opportunity to play a vital role in our growth.

If you are attracted to joining an organization where every individual's contribution counts and where your talent will impact on our future, please apply for this position. It starts with you.

UBS is an equal opportunity employer. We respect and seek to empower each individual and the diverse cultures, perspectives, skills and experiences within our workforce.