Assistant Manager Branch I (Kahala Mall Kiosk)

Bank of Hawaii•East Honolulu, HI

6d•$40,310 - $69,030

About The Position

Under the direction of the Branch Manager, the Assistant Manager Branch I helps execute market strategy to meet financial goals while supporting a strong customer and employee experience, representing the Bank of Hawaii brand, and overseeing branch operations. The role is accountable for branch performance and supports the Branch Manager in monitoring and improving customer and employee experiences, coaching staff, setting goals, and resolving customer concerns. The Assistant Manager oversees day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance. When the Branch Manager is absent, this position assumes the Branch Manager’s responsibilities. The role also works with high-net-worth and other high-value clients, supports client referrals to business-unit specialists, ensures staff recognize when to escalate issues, and represents the bank in the community, including attendance at after-hours and weekend events. The position is responsible for compliance with bank policies, procedures, applicable laws, and regulations; keeping current on legal and product changes; training staff; and following audit recommendations and monitoring high-risk branch activity. Employees must also support compliance with Fair Banking, Anti-Money Laundering requirements, the Bank Secrecy Act, and the USA PATRIOT Act.

Requirements

Register with the Nationwide Mortgage Licensing System & Registry; if not already registered, complete registration and obtain acceptance 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.
A minimum of 3–5 years of related retail banking experience or equivalent work experience; a business or related degree may substitute for up to 3 years, and completion of the Bank Associate program may also substitute for work experience.
A minimum of 1–2 years of lead or supervisory experience.
Demonstrated proficiency and advanced expertise using 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.
Demonstrated verbal and written communication skills, including presentation skills.
Ability to listen well, 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 working at different locations.
Strong project management and organizational skills, including the ability to complete projects on time and manage multiple assignments with varying deadlines.
Strong intellectual curiosity, business acumen, and market knowledge.
Ability to work flexible hours, including holidays, weekends, and evenings as necessary.
Ability to provide own transportation or operate a vehicle with a valid driver’s license, commute, and arrive at the intended destination on time.
May require travel by air.
Ability to lift, carry, or push up to 10 pounds.

Responsibilities

Work with the Branch Manager to interpret market and brand strategies and customer-experience expectations, and support the branch’s financial and service goals.
Monitor, evaluate, and provide feedback on staff performance related to customer and employee experience, including lobby engagement.
Communicate expectations, recognize and redirect staff, answer questions, and encourage team participation, learning, and collaboration.
Teach staff how to provide a strong customer experience across customer segments and identify, resolve, or escalate customer situations.
Meet regularly with team members to review status, establish career goals and development plans, and evaluate performance against sales, work-performance, and development goals.
Set team goals and performance measures, evaluate team performance, and use coaching and role-playing to support desired behaviors.
Identify and address potential conflicts between team members, involving Human Resources when necessary.
Help identify and hire talent suited to the team, and manage relevant Human Resources forms and documents for immediate staff in a timely and effective manner.
Manage day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance.
Assume Branch Manager responsibilities when the Branch Manager is absent.
Serve high-net-worth clients, identify high-value clients, provide sales and service, refer or hand off clients to business-unit specialists, and resolve or escalate issues.
Train branch staff to identify high-value customers and recognize issues that should be referred to the Manager or business-unit specialists.
Work with the Premier Banking Officer, Community Banking Officer, and Community Banker, if applicable, on procedures for verifying customer relationships and making referrals.
Ensure compliance with Bank policies and procedures and applicable laws and regulations; stay current on legal changes and new requirements and products; and provide regular staff training and updates.
Comply with audit recommendations and identify and monitor high-risk activity at the branch.
Represent Bank of Hawaii in the community, identify community activities and events, and encourage employees to participate in community service.
Attend after-hours and weekend community events.
Perform other miscellaneous responsibilities and duties as assigned.
Ensure or assist with ensuring compliance with applicable requirements, including Fair Banking, Anti-Money Laundering laws and regulations, the Bank Secrecy Act, and the USA PATRIOT Act.