Assistant Manager Branch III (Kapolei Branch)

About the role

Under the direction of the Branch Manager, this position assists with the execution of market strategy to meet financial goals while providing the best possible customer and employee experience, personifying and furthering the Bank of Hawaii brand, and overseeing branch operations.

Responsibilities

• Works with Branch Manager to interpret market and brand strategies and customer experience expectations for the team, ensuring the branch becomes a hub of activity supporting programs and individual contributions.
• Accountable for branch performance, supporting and assisting the Manager in monitoring, evaluating, and critiquing staff performance related to customer and employee experience.
• Personifies branch programs and goals, communicating regularly with staff individually and in groups to reinforce expectations, provide feedback, and answer questions.
• Engages team members, encouraging collaboration, learning, and customer interaction, while involving business unit experts for customer education and services.
• Teaches staff to provide the best customer experience across all segments and identifies/resolves or escalates customer situations.
• Meets regularly with each team member to set career goals, establish development plans, and evaluate performance against sales, work, and development goals.
• Evaluates team performance, using coaching and role-playing to achieve desired behaviors, and addresses potential conflicts proactively.
• Identifies and acquires top talent for job openings to complement the team.
• Manages Human Resources forms and documents for immediate staff.
• Oversees day-to-day branch operations, including staffing, scheduling, customer service, sales, operational risk, and compliance.
• Assumes Branch Manager responsibilities in their absence.
• Interacts with high net worth clients, identifies high-value clients, and ensures proper sales, service, and issue resolution or escalation.
• Trains staff to identify high-value customers and recognize complex issues requiring referral to the Manager or business unit specialists.
• Works with Premier Banking Officer, Community Banking Officer, and Community Banker to determine customer status and referral procedures.
• Ensures compliance with Bank policies, procedures, laws, and regulations, staying current on legal changes and new requirements.
• Provides regular training and updates for the team and complies with audit recommendations while monitoring high-risk activity.
• Represents Bank of Hawaii in the community by identifying and participating in local events and encouraging staff involvement.
• Performs all other miscellaneous responsibilities and duties as assigned.

Requirements

• Registration with the Nationwide Mortgage Licensing System & Registry; if not registered, must complete within 30 days of employment or transfer.
• Bachelor’s degree from an accredited institution, preferably in business or a related field, or equivalent work experience.
• Leadership and management experience, including understanding of retail and small business markets in Hawaii, the financial services industry, and regulatory environment.
• Minimum 7–10 years of related retail banking experience or equivalent work experience (degree in business or related field can substitute for up to 3 years).
• Minimum 3–4 years of lead/supervisory experience strongly preferred.
• Proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, PowerPoint) or similar software.
• Knowledge of or ability to use Bank software.

Qualifications

• Demonstrated verbal and written communication skills, including presentation skills.
• Strong listening and problem-solving abilities, inspiring trust in others.
• Able to build strong working relationships and partnerships across the organization with a collaborative and consultative approach.
• Experience managing direct reports in different locations.
• Strong project management and organizational skills, capable of executing and completing projects on time.
• Able to manage multiple projects and assignments with varying deadlines simultaneously.
• Strong intellectual curiosity, business acumen, and market knowledge.
• Ability to work flexible hours, including holidays, weekends, and evenings as necessary.
• Must provide own transportation or operate a vehicle with a valid driver’s license and commute timely; may require air travel.
• Able to lift, carry, or push up to 10 lbs.