Manager Branch III (Iwilei Branch)

Bank of Hawaii•Honolulu, HI

5d•$68,340 - $117,300

About The Position

Under the direction of the Market Manager, the Manager Branch III helps execute the market strategy and meet financial goals while providing an excellent 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 position leads customer-focused service and team development, manages branch staffing and daily operations, supports high-value clients, and ensures compliance with Bank policies, applicable laws, and regulations. It also represents the Bank in the community and encourages employee participation in community activities.

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.
Minimum 10–12 years of related management experience or equivalent work experience.
Experience managing budgets and staff, and significant face-to-face sales and service experience.
Advanced proficiency 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.
Strong listening and problem-solving abilities and the ability to inspire trust.
Ability to build strong working relationships and partnerships across the organization with a collaborative and consultative approach, including relationships with direct reports at different locations.
Strong project-management and organizational skills, with the ability to complete projects on time and manage 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 commute to destinations on time; may require air travel.
Ability to lift, carry, or push up to 10 pounds.

Responsibilities

Work with the Market Manager to execute the 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, thoughtful decision-making, efficiency, and representation of the Bank brand.
Engage team members in learning from each other, customer interactions, and business-unit experts; train staff to provide a strong customer experience across customer segments.
Identify and resolve customer situations or escalate them when 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; coach employees; and use role-playing and other methods to achieve desired behavior.
Meet with the team to discuss customer experience, set goals, and develop performance measures; evaluate team performance.
Identify and address potential conflicts between team members, involving Human Resources when necessary.
Use job openings to identify and recruit talent that complements the team; manage relevant Human Resources forms and documents in a timely and effective manner.
Manage day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance.
Personally or with appropriate branch colleagues, interact with high-net-worth clients, identify high-value clients, support sales and service, refer 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, while minimizing the need for customers to repeat their stories.
Work with the Premier Banking Officer, Community Banking Officer, and Community Banker on procedures for identifying customers, relationship managers, and appropriate referrals.
Ensure compliance with Bank policies and procedures and applicable laws and regulations; stay current on legal changes and new 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, encourage employee involvement in community service, and attend after-hours and weekend community events.
Perform other responsibilities and duties as assigned.