Capability Development Manager Jobs (NOW HIRING)

Introduction

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.

Overview

Develop the next generation of frontline by designing and delivering structured training, coaching, and development programs that strengthen relationship management, business development, cross-border banking, cultural fluency, and customer engagement capabilities across the frontline organization. This role will help build a scalable talent development model that enables RMs to deepen relationships, drive growth, and consistently deliver a differentiated customer experience.

Responsibilities

1. Design the Frontline Development Programs

• Develop structured learning paths and training curriculum for relationship managers across different experience levels.
• Design and maintain training programs covering key areas such as:

o Relationship management and customer engagement

o Business etiquette and cultural understanding

o Customer retention and portfolio growth

o Industry specialization and customer segmentation

o Executive presence, communication, and influence

• Develop industry-specific playbooks for priority customer segments (e.g., Wholesale Trade, Real Estate, Restaurants, Healthcare), including industry trends, customer needs, relationship strategies, common client scenarios, solution recommendations, and business development opportunities. This aligns with the broader strategy of equipping frontline teams with industry expertise and structured tools rather than relying solely on individual RM experience.
• Create onboarding and apprenticeship programs to accelerate the development of new relationship managers.
• Capture and institutionalize best practices from top-performing bankers into repeatable playbooks, case studies, and learning materials.
• Continuously evolve training content, playbooks, and learning programs to reflect changing customer needs, business priorities, and frontline skill requirements.

2. Deliver High-Impact Training and Coaching

• Lead engaging instructor-led training sessions, workshops, role-playing exercises, and coaching programs for frontline teams.
• Provide practical coaching and developmental feedback through classroom, virtual, and field-based learning opportunities.
• Coach relationship managers on:

o Customer conversations and relationship-building

o Business development and prospecting

o Cross-selling and referral opportunities

o Relationship deepening and customer retention

o Executive communication and professional presence

• Integrate cultural fluency and relationship-building practices into training programs, including serving Asian and cross-border customers, business etiquette, and cross-cultural communication.
• Partner with frontline leaders to reinforce learning and drive consistent coaching and development practices across teams and regions.

Qualifications

• 8+ years of hands-on experience in process design, application and product design, or workflow transformation within financial services, with strong domain concentration in two or more of: Payments (SWIFT, ACH, RTP, FedNow), FX transaction lifecycle, Commercial or Corporate Banking, or Digital Banking platforms.
• Demonstrated experience designing AI-enabled business solutions – including intelligent automation, GenAI or LLM workflows, and decision-support systems – within enterprise or regulated financial services environments.
• Strong proficiency in structured business analysis methodologies: BPMN process modeling, use case design, user story development, functional specification writing, and data flow mapping.
• Proven agile delivery experience including sprint facilitation, backlog ownership, iterative prototyping, and outcome-based prioritization in cross-functional product or transformation team environments.
• API and integration literacy: able to design and document REST API-enabled workflow architectures, system integration patterns, and data exchange specifications in collaboration with engineering and architecture teams.
• Deep understanding of banking operational workflows, core banking systems, payment rails, FX transaction lifecycles, and digital banking platforms.
• Familiarity with enterprise banking technology vendors including FIS, Fiserv, Temenos, Thought Machine, or equivalent platforms preferred.
• Strong understanding of regulatory, risk, compliance, and audit expectations within financial services, with the ability to embed governance requirements into solution designs from the outset.
• Excellent executive communication and cross-functional stakeholder management skills; ability to present complex solution designs and delivery status clearly to C-suite audiences.
• Bachelor’s degree in Information Systems, Computer Science, Business, Engineering, Finance, or related discipline required; MBA or advanced degree preferred.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.

Compensation

The base pay range for this position is USD $125,000.00/Yr. - USD $175,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.