Manager Branch III (Kona Banking Center)

Bank of Hawaii•Kailua, HI

3h•$68,340 - $117,300•Onsite

About The Position

Under the direction of the Market Manager, the Manager Branch III assists in executing market strategy to meet financial goals while providing a strong customer and employee experience, representing the Bank of Hawaii brand, serving as a trusted advisor to the community and team, and overseeing branch operations. The role leads customer service, team development, sales and service, branch operations, compliance, and community engagement. It also manages relationships with high-net-worth and high-value customers and coordinates referrals to business-unit specialists.

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, with a business or related major preferred, 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 with personal computers in a networked environment and Microsoft Outlook, Word, Excel, Access, and PowerPoint, or similar software; knowledge of or ability to use Bank software.
Strong verbal and written communication, presentation, listening, and problem-solving skills; ability to inspire trust.
Ability to build strong collaborative and consultative working relationships across the organization and with direct reports at different locations.
Strong project management and organizational skills; 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, commute and arrive on time, and potentially travel by air.
Ability to lift, carry, or push up to 10 pounds.
Ensure or assist with ensuring 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 majoring in business or a related area.

Responsibilities

Work with the Market Manager to execute market strategy, adapt it for the branch team, and develop customer-service procedures and performance measures.
Lead the team in lobby engagement, customer-focused service, teamwork, decision-making, efficiency, and representation of the Bank’s brand.
Engage team members in learning from one another, customer interactions, and business-unit experts; teach staff to deliver a strong experience across customer segments.
Identify and resolve customer situations or escalate them when needed.
Meet regularly with team members to review status, set career goals, and establish or adjust development plans.
Set sales, work-performance, and development goals; regularly evaluate performance and provide coaching, role-playing, and other support to achieve desired behaviors.
Meet with the team to discuss customer experience, establish goals, and evaluate team performance; address potential conflicts and involve Human Resources when necessary.
Recruit talent suited to the team and manage relevant Human Resources forms and documents in a timely and effective manner.
Oversee day-to-day branch operations, including staffing, scheduling, customer service, sales and service, operational risk, and compliance.
Manage interactions with high-net-worth and high-value customers, including sales and service, referrals or handoffs to specialists, and issue resolution or escalation.
Train branch staff to identify high-value customers and recognize issues that should be referred to the manager or business-unit specialists; coordinate customer identification and referral procedures with relevant banking staff.
Ensure compliance with Bank policies and procedures and applicable laws and regulations; stay current on legal changes and products, train and update the team, address audit recommendations, and identify and monitor high-risk branch activity.
Represent Bank of Hawaii in the community, identify community interests and events, encourage employee participation in community service, and attend after-hours and weekend community events.
Perform other miscellaneous responsibilities and duties as assigned.