Senior Manager Consumer Experience & Solutions

Bank of Hawaii•Kapolei, HI

About The Position

As a People Manager, this role provides senior-level leadership for consumer experience, solutions, and digital sales support. It is accountable for elevated client outcomes, strategic service delivery, and cross-functional issue resolution. The role leads complex customer experience initiatives, supports high-value client engagement strategies, and ensures teams deliver consistent, relationship-focused, and compliant service. It partners across business units to identify trends, improve workflows, and strengthen customer retention, digital engagement, and service recovery. The role leads execution of customer experience, solutions, and digital sales support strategies; oversees complex and sensitive customer matters; and directs initiatives to improve workflows, escalation practices, case management, reporting, and process effectiveness. It works with business leaders and teams across operations, technology, product, risk, customer experience, and frontline functions to implement customer-impacting initiatives and change. It also provides strategic people-management leadership through direction, coaching, and support for employee growth. The position carries responsibility for supporting compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including those related to Fair Banking, Anti-Money Laundering, the Bank Secrecy Act, and the USA PATRIOT Act.

Requirements

Bachelor’s degree in business administration, finance, communications, or a related field; equivalent work experience or certifications may be considered in lieu of a degree.
Minimum 8 years of experience in customer experience, retail banking, contact center operations, digital banking, sales support, relationship management, service recovery, or a related field.
Minimum 5 years of leadership experience.
Proficiency with Microsoft Office applications.
Advanced knowledge and skill proficiency in customer experience, product/service knowledge, bank acumen, laws and regulations, risk management, decision making and judgment, business acumen, conflict resolution, and people management.
Intermediate knowledge and skill proficiency in strategic thinking and technology literacy.
Strong knowledge of customer experience strategy, contact center operations, digital sales support, Premier client expectations, banking products and services, escalation management, process improvement, performance reporting, and applicable banking laws and regulations.
Demonstrated strategic thinking, sound judgment, strong communication, executive presence, cross-functional influence, and ability to lead teams through change.
Ability to balance customer experience, employee engagement, operational effectiveness, risk management, and business objectives in a fast-paced environment.

Responsibilities

Lead execution of customer experience, solutions, and digital sales support strategies to improve service outcomes, deepen relationships, and support business growth.
Translate department priorities into actionable plans aligned with service delivery, Premier client support, digital sales effectiveness, and retention objectives.
Oversee complex, sensitive, and high-impact customer experience matters requiring senior-level judgment and cross-functional coordination.
Ensure escalations are resolved with urgency and professionalism while considering customer experience, operational risk, compliance requirements, and business impact.
Lead initiatives to improve customer experience workflows, escalation practices, digital sales support, case management, reporting, and process effectiveness.
Use performance data, customer feedback, and operational trends to identify improvement opportunities and recommend scalable solutions.
Partner with business leaders and teams in operations, technology, product, risk, customer experience, and frontline functions to align on customer-impacting initiatives.
Support implementation of new processes, tools, programs, and service models while helping minimize disruption to employees and customers.
Provide strategic leadership on people management, model leadership principles, and foster employee growth through clear direction, continuous coaching, and shared celebration.
Perform other responsibilities and duties as assigned.
Ensure or assist with ensuring compliance with applicable laws, regulations, regulatory requirements, and Bank policies and procedures, including those related to Fair Banking, Anti-Money Laundering, the Bank Secrecy Act, and the USA PATRIOT Act.