Manager Branch III (Kailua Banking Center)

Bank of Hawaii•Kailua, HI

7d•$68,340 - $117,300

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. 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 service, sales, employee development, staffing, scheduling, operational risk, and compliance. It works with the Market Manager and branch staff to interpret and execute strategy, develop service procedures and performance measures, coach employees, address customer issues, and manage branch performance. The manager also serves high-net-worth and other valuable clients, coordinates referrals to specialists, keeps staff informed about requirements and products, and represents the bank in community activities. The position reports to the Market Manager. It requires a minimum of 10–12 years of related management experience or equivalent work experience, including budget and staff management and significant face-to-face sales and service experience. A bachelor's degree in business or a related area is preferred, or equivalent work experience. The manager must be registered with the Nationwide Mortgage Licensing System & Registry, or complete registration within 30 days of employment or transfer.

Requirements

Registration with the Nationwide Mortgage Licensing System & Registry, or completion and acceptance of registration no later than 30 days after employment or transfer.
Minimum 10–12 years of related management experience or equivalent work experience.
Experience managing budgets and staff, with significant face-to-face sales and service experience.
Leadership and management experience that includes understanding of Hawaii retail and small-business markets, the financial services industry, and the regulatory environment.
Demonstrated 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.
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 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.
Ability to travel by air if required.
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 from an accredited institution, preferably with a major in business or a related area; equivalent work experience may be accepted.

Responsibilities

Work with the Market Manager to execute market strategy, interpret it for the team, and develop customer service procedures and performance measures.
Lead the team in customer-focused service, lobby engagement, teamwork, sound decision-making, efficiency, and representation of the bank's brand.
Engage team members in learning from customer interactions and business-unit experts, and teach staff to provide strong customer experiences across customer segments.
Identify and resolve customer situations or escalate them as appropriate.
Meet regularly with team members to review status, set career goals, and create or adjust development plans.
Set and evaluate sales, work-performance, and development goals for employees and the team; use coaching and role-playing to achieve desired behavior.
Identify and address potential conflict among team members, involving Human Resources when necessary.
Identify and acquire 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 clients and other high-value customers, identify high-value clients, coordinate referrals or handoffs to business-unit specialists, and resolve or escalate issues.
Train branch staff to recognize high-value customers and issues requiring referral, and establish procedures with relevant banking colleagues for identifying relationships and making referrals.
Ensure compliance with bank policies and procedures and applicable laws and regulations; stay current on legal and product changes, 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 activities and events, encourage staff participation, and attend after-hours and weekend community events.
Perform other miscellaneous responsibilities and duties as assigned.