Consumer Credit Center Manager

First Hawaiian Bank•Honolulu, HI

10d

About The Position

First Hawaiian Bank is seeking a Retail Credit Center Manager to lead, oversee, and administer retail credit underwriting and credit operations supporting consumer and small business loans, lines of credit, and credit card products. The role ensures credit decisions align with the Bank’s credit risk appetite, applicable laws and regulations, and internal policies while supporting efficient, timely, and consistent decision-making and a positive customer experience. The manager collaborates with Retail Credit & Origination, Deposit & Lending Services, the Retail Credit Service Center, and other business partners on operational effectiveness, process improvements, system enhancements, and strategic initiatives. The role’s level—Assistant Vice President or Vice President—will be determined by the hiring manager based on the candidate’s qualifications. Compensation is $95,000–$135,000 per year, commensurate with experience. The work schedule is Monday through Friday, 8:00 AM to 5:00 PM; hours may vary.

Requirements

Bachelor’s degree in business administration, accounting, economics, management, or a related field, or an equivalent combination of education, training, and experience.
Extensive experience leading consumer and/or small business lending and underwriting operations within a financial institution, including consumer loans, credit cards, and related credit products.
Demonstrated expertise in credit risk management, portfolio performance monitoring, and consumer credit policy governance.
Experience overseeing high-volume consumer lending operations while balancing credit quality, service levels, and customer experience.
Strong knowledge of banking regulations and compliance requirements, including consumer lending regulations, Fair Lending, BSA/AML, CIP, privacy requirements, and related regulatory frameworks.
Proven ability to collaborate with and influence stakeholders across business lines, including Retail Banking, Call Center, Credit Administration, Risk Management, Compliance, Operations, and Product Management.
Experience leading audits, regulatory examinations, SOX controls, issue remediation, and quality assurance programs.
Demonstrated success managing organizational change, process improvement initiatives, and operational efficiency enhancements.
Experience developing, implementing, and maintaining underwriting guidelines, credit policies, operational procedures, and risk controls.
Experience supporting or leading lending technology platforms, loan origination systems, workflow solutions, and related operational improvement initiatives.
Strong leadership and management skills, with the ability to establish direction, prioritize initiatives, and drive organizational objectives.
Advanced consumer and small business credit underwriting expertise, including development and interpretation of credit policies, underwriting standards, and product parameters.
Strong understanding of credit risk analytics, portfolio monitoring, trend analysis, performance management, and risk mitigation strategies.
Ability to lead, develop, and mentor managers and staff while fostering a high-performance, accountable work environment.
Excellent executive-level verbal and written communication skills, including the ability to present recommendations and influence senior leadership.
Strong analytical and problem-solving capabilities, including the ability to make sound risk-based decisions in complex situations.
Expertise in operational management, workflow optimization, service level management, and continuous process improvement.
Proven project leadership skills, including planning, execution, stakeholder management, and implementation of strategic initiatives.
Ability to manage regulatory, audit, and compliance matters and ensure timely remediation of findings.
Strong business planning, resource allocation, and budget management capabilities.
Proficiency with lending platforms, loan origination systems, workflow technologies, business intelligence/reporting tools, and Microsoft Office Suite.
Ability to handle highly confidential and sensitive information with sound judgment and discretion.
Demonstrated ability to collaborate across business units and effectively partner with Credit Administration, Retail Credit & Origination, Operations, Compliance, Risk Management, Technology, and Retail Banking stakeholders.
For Assistant Vice President: At least five years of progressively responsible experience in consumer and/or small business lending, credit underwriting, credit risk management, loan operations, or related financial services functions, and at least three years of supervisory or management experience.
For Vice President: At least seven years of progressively responsible experience in consumer and/or small business lending, credit underwriting, credit risk management, loan operations, or related financial services functions, and at least five years of management experience leading teams, operational functions, or strategic initiatives.
Required experience may be obtained concurrently.

Nice To Haves

Experience in a banking or financial services environment supporting consumer and/or small business loans, lines of credit, and credit card products.
Experience leading or supporting lending operations, credit underwriting, credit risk, process improvement, or operational management functions.
Experience with lending technology platforms, loan origination systems, workflow systems, or related operational technologies.

Responsibilities

Lead, oversee, and administer retail credit underwriting and credit operations for consumer and small business loan, line of credit, and credit card products.
Ensure credit decisions are consistent with the Bank’s credit risk appetite, laws and regulations, and internal policies.
Deliver efficient, timely, and consistent credit decisioning that supports operational objectives and customer experience expectations.
Collaborate with Retail Credit & Origination, Deposit & Lending Services, the Retail Credit Service Center, and other business partners on operational effectiveness, process improvements, system enhancements, and strategic initiatives.
Oversee lending operations and underwriting while balancing credit quality, service levels, and customer experience.
Manage credit risk, portfolio performance monitoring, and consumer credit policy governance.
Lead audits, regulatory examinations, SOX controls, issue remediation, and quality assurance programs.
Develop, implement, and maintain underwriting guidelines, credit policies, operational procedures, and risk controls.
Lead organizational change, process improvement, operational efficiency, and lending technology initiatives.
Lead, develop, and mentor managers and staff; establish direction, prioritize initiatives, and drive organizational objectives.
Manage regulatory, audit, and compliance matters and ensure timely remediation of findings.
Support business planning, resource allocation, and budget management.
Plan and execute projects and strategic initiatives, including stakeholder management and implementation.