Operations Manager

Bank of Hope•Kahului, HI

20d

About The Position

The Operations Manager oversees the operational efficiency and compliance of a bank branch while supporting exceptional customer service. The role supervises operational staff, ensures adherence to bank policies and regulatory requirements, and identifies opportunities to improve branch processes. In collaboration with the Branch Manager, the Operations Manager supports branch goals and fosters a professional, customer-focused environment. The position also supports team development, customer service, compliance and risk management, branch administration, and the office’s sales goals. The Operations Manager assists with staffing, scheduling, and performance management for operational employees and contributes to branch initiatives and special projects.

Requirements

Bachelor’s degree in accounting, business administration, or a related field, or equivalent experience.
At least five years of banking experience.
At least three years of supervisory experience.
Strong leadership, organization, and problem-solving skills.
Comprehensive knowledge of banking policies, regulations, and operational procedures.
Excellent communication and interpersonal skills, including the ability to mentor and support team members effectively.
Proficiency with banking systems and basic computer applications.
Advanced written English and fluent verbal English.

Nice To Haves

Korean language skills are preferred.

Responsibilities

Oversee branch operational functions and ensure compliance with bank policies, procedures, and regulatory requirements.
Supervise and support tellers and other operational personnel in day-to-day branch operations.
Monitor branch workflows and identify opportunities for process improvements and efficiencies.
Manage cash operations, including vault operations, ATM balancing, and branch cash levels.
Conduct periodic audits and reviews of operational processes to maintain compliance and minimize risks.
Guide, support, and train operational staff on policies and procedures.
Resolve escalated operational issues and customer concerns, and mentor team members.
Develop employees across most operations functions and help them identify value-added opportunities and refer clients to PBO or the Branch Manager.
Assist the Branch Manager with staffing decisions, scheduling, and performance management for operational employees.
Promote customer service by aligning operational processes with customer needs and supporting staff with complex operational concerns.
Collaborate with the Branch Manager on strategies to improve customer satisfaction and retention.
Ensure compliance with federal and state banking regulations, including BSA and CRA requirements.
Monitor daily operations for potential risks and take appropriate action to mitigate issues.
Maintain accurate records and documentation and oversee preparation and submission of required reports.
Manage operational administration, including branch supplies, facility needs, and equipment functionality.
Participate in special projects, system updates, and procedural changes affecting branch operations.
Support the Branch Manager in achieving branch goals and contribute to strategic initiatives.
Collaborate with the Branch Manager and PBO to contribute to the office’s sales success and goals.