Manager Branch III (Kailua Banking Center)

Bank of Hawaii•Kailua, HI

7d•Onsite

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 strong customer and employee experiences, advancing the Bank of Hawaii brand, serving as a trusted advisor to the community and team, and overseeing branch operations. The role leads branch employees, manages customer service and sales performance, supports employee development, and ensures that branch operations comply with Bank policies, laws, and regulations. The position also builds relationships with high-value customers and community members, trains staff to identify customers’ needs and refer them to appropriate specialists, and represents Bank of Hawaii at community events. The role requires flexible hours, including evenings, weekends, and holidays as necessary, and may require air travel.

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, 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 10–12 years of related management experience 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.
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 applications (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 abilities 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 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 to commute and arrive at destinations on time.
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, the Bank Secrecy Act, and the USA PATRIOT Act.

Nice To Haves

May require travel by air.

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 by example in lobby engagement, customer-focused service, teamwork, thoughtful decision-making, efficiency, and personification of the Bank of Hawaii brand.
Engage employees in learning from one another, customer interactions, and business-unit experts; teach staff to deliver a strong customer experience 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 establish or adjust development plans.
Set sales, performance, and development goals; evaluate employee and team performance; and use coaching and role-playing to achieve desired behaviors.
Address potential conflicts between team members and resolve issues, involving Human Resources when necessary.
Identify and recruit strong candidates for job openings who complement the team.
Manage Human Resources forms and documents for immediate staff accurately and on time.
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, identify high-value clients, provide sales and service, connect clients with business-unit specialists, and resolve or escalate issues.
Train staff to identify high-value customers and recognize issues that should be referred to the Manager or business-unit specialists, helping customers avoid repeatedly explaining their situation.
Work with the Premier Banking Officer, Community Banking Officer, and Community Banker, when 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; and provide regular team training and updates.
Address audit recommendations and identify and monitor high-risk branch activity.
Represent Bank of Hawaii in the community, identify community interests and service opportunities, encourage employee involvement, and attend after-hours and weekend community events.
Perform other miscellaneous responsibilities and duties as assigned.