Assistant Manager Branch I (Kahala Mall Kiosk)

Bank of Hawaii•Honolulu, HI

About The Position

Under the direction of the Branch Manager, the Assistant Manager Branch I helps execute market strategy to meet financial goals, deliver strong customer and employee experiences, represent the Bank of Hawaii brand, and oversee branch operations. The role is accountable for branch performance and supports the Branch Manager with staff development, customer service, sales, operational risk, and compliance. In the Branch Manager’s absence, the Assistant Manager assumes the manager’s responsibilities. The position coaches and develops employees, sets and reviews performance and development goals, supports hiring and staff administration, and helps team members deliver effective service to customers across segments. It also serves high-net-worth clients, identifies high-value customers, coordinates referrals to business specialists, and resolves or escalates customer issues. The Assistant Manager ensures staff are kept current on policies, legal and regulatory changes, products, and procedures; monitors high-risk activity and audit recommendations; and represents the Bank in the community. The role may involve evening and weekend community events, flexible hours, holidays, travel, and commuting between locations as needed.

Requirements

Registration with the Nationwide Mortgage Licensing System & Registry; if not already registered, registration must be completed and accepted within 30 days of employment or transfer.
Bachelor’s degree from an accredited institution, preferably in business or a related area, or equivalent work experience.
Leadership and management experience, including understanding of Hawaii retail and small-business markets, the financial services industry, and its regulatory environment.
Three to five years of related retail banking experience or equivalent work experience; a business or related degree may substitute for up to three years, and completion of the Bank Associate program may also substitute for work experience.
One to two years of lead or supervisory experience.
Demonstrated proficiency and advanced expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, and PowerPoint) or similar software.
Knowledge of or ability to use Bank software.
Verbal and written communication skills, including presentation skills.
Ability to listen, solve problems, and inspire trust.
Ability to build strong working relationships and partnerships across the organization using a collaborative and consultative approach.
Ability to develop relationships with direct reports at different locations.
Strong project-management and organizational skills, including completing projects on time and managing multiple assignments with varying deadlines.
Intellectual curiosity, business acumen, and knowledge of the market.
Ability to work flexible hours, including holidays, weekends, and evenings as necessary.
Ability to provide own transportation or operate a vehicle, hold a valid driver’s license, and commute to destinations on time.
Ability to travel by air if required.
Ability to lift, carry, or push up to 10 pounds.
Ensure or assist with compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including those relating to Fair Banking, anti-money-laundering requirements, the Bank Secrecy Act, and the USA PATRIOT Act.

Nice To Haves

Bachelor’s degree with a major in business or a related area is preferred.

Responsibilities

Work with the Branch Manager to interpret market and brand strategies and customer experience expectations for the team.
Support and monitor branch performance, including customer and employee experience.
Communicate expectations, recognize strong performance, answer questions, and redirect staff when needed.
Engage team members in learning, customer interactions, and collaboration with business-unit experts.
Teach staff to provide strong customer experiences across customer segments.
Identify and resolve customer situations or escalate them appropriately.
Meet regularly with team members to review status, set career goals, and establish or adjust development plans.
Set sales, work-performance, and development goals, and evaluate performance against them.
Lead team discussions about customer experience, establish goals and performance measures, and evaluate team performance.
Use coaching and role-playing to develop desired staff behaviors.
Identify and address potential conflict between team members, involving Human Resources when necessary.
Help identify and hire talent that complements the team.
Manage timely completion of Human Resources forms and documents for immediate staff.
Oversee day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance.
Assume Branch Manager responsibilities in the Branch Manager’s absence.
Serve high-net-worth clients; identify high-value clients; support sales and service; connect clients with business specialists; and resolve or escalate issues.
Train staff to identify high-value customers and recognize issues for referral to the Manager or business-unit specialists.
Coordinate with the Premier Banking Officer, Community Banking Officer, and Community Banker on customer identification, relationship-manager information, and referral procedures.
Ensure compliance with Bank policies and procedures and applicable laws and regulations.
Stay current on legal changes, requirements, and products, and provide regular staff training and updates.
Comply with audit recommendations and identify and monitor high-risk branch activity.
Represent Bank of Hawaii in the community, identify community activities, encourage employee participation, and attend community events, including after-hours and weekend events.
Perform other responsibilities and duties as assigned.