Manager Branch I (Safeway Niumalu Marketplace Branch)

Bank of Hawaii•Kailua Kona, HI

About The Position

Under the direction of the Market Manager, the Manager Branch I assists in executing the market strategy to meet financial goals while providing a strong customer and employee experience. The role represents and advances the Bank of Hawaii brand, serves as a trusted advisor to the community and team, and oversees branch operations. The Manager leads and develops branch employees, sets and evaluates sales, performance, and development goals, and coaches the team to deliver customer-focused service. The role manages staffing, scheduling, sales and service, operational risk, compliance, customer issues, high-value client relationships, and branch performance. It also represents the bank in the community and encourages employee participation in community activities. The position reports to the Market Manager. A bachelor’s degree in business or a related area is preferred, or equivalent work experience. Candidates need at least 5–7 years of related supervisory or management experience, or equivalent work experience; up to 3 years of relevant nonsupervisory relationship or lending officer experience may be substituted. The role requires a Nationwide Mortgage Licensing System & Registry registration, which must be completed and accepted within 30 days of employment or transfer if the employee is not already registered. The role may require flexible hours, including holidays, weekends, and evenings; reliable transportation and a valid driver’s license; timely travel to destinations; and, potentially, air travel. The employee must be able to lift, carry, or push up to 10 pounds. The employee is responsible for supporting compliance with applicable laws, regulations, and Bank policies and procedures, including Fair Banking, Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements.

Requirements

Registration with the Nationwide Mortgage Licensing System & Registry; if not already registered, registration must be completed and accepted no later than 30 days after employment or transfer, or employment may be terminated.
Bachelor’s degree from an accredited institution, preferably in business or a related area, or equivalent work experience.
At least 5–7 years of related supervisory or management experience, or equivalent work experience; up to 3 years of relevant nonsupervisory relationship or lending officer experience may be substituted.
Experience managing budgets and staff, and significant face-to-face sales and service experience.
Understanding of retail and small-business markets in Hawaii, the financial services industry, and its regulatory environment.
Proficiency and advanced expertise with personal computers in a networked environment and Microsoft applications such as 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.
Strong listening and problem-solving skills and the ability to 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 with a valid driver’s license, and to commute and arrive at destinations on time; may require air travel.
Ability to lift, carry, or push up to 10 pounds.
Responsibility for ensuring or assisting with compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including Fair Banking, Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act requirements.

Nice To Haves

Bachelor’s degree in business or a related area.
Up to 3 years of relevant nonsupervisory relationship or lending officer experience may be substituted for supervisory or management experience.

Responsibilities

Work with the Market Manager to execute market strategy, interpret it for the team, and develop customer service procedures and performance measures.
Lead by example in lobby engagement, customer-focused service, teamwork, sound decision-making, brand representation, perseverance, and efficiency.
Engage team members in learning from one another, customer interactions, and business-unit experts; train staff to provide an excellent experience to all customer segments.
Identify and resolve customer situations or escalate them as appropriate.
Meet regularly with team members to review status, set career goals, and establish or adjust development plans.
Set sales, work-performance, and development goals; evaluate performance and use coaching and role-playing to achieve desired behavior.
Meet with the team to discuss customer experience, set goals, and develop performance measures; evaluate team performance.
Identify potential conflicts between employees, counsel team members, and resolve issues, involving Human Resources when necessary.
Recruit talent for open positions to complement the team.
Manage relevant Human Resources forms and documents for immediate staff in a timely and effective manner.
Oversee day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance, with assistance from the Assistant Manager if applicable.
Manage relationships and service for high-net-worth and high-value clients, including identifying clients, providing sales and service, introducing or handing off clients to business-unit specialists, and resolving or escalating issues.
Train branch staff to identify high-value customers and recognize issues that should be referred to the Manager or business-unit specialists, while minimizing the need for customers to repeat their concerns.
Work with the Premier Banking Officer, Community Banking Officer, and Community Banker, if applicable, on procedures for identifying existing customers, relationship managers, and appropriate referrals.
Ensure compliance with Bank policies and procedures and applicable laws and regulations; stay current on legal changes, requirements, and products; provide regular team training and updates.
Comply with audit recommendations and identify and monitor high-risk branch activity.
Represent Bank of Hawaii in the community, identify community interests and activities, and encourage employees to participate in community service.
Find community-serving events, invite employees who live in the market to participate, and attend after-hours and weekend community events.
Perform other miscellaneous responsibilities and duties as assigned.