Manager Branch I (Kiosk - Kahala Mall)

About the role

Under the direction of the Market Manager, you assist in executing the market strategy to meet financial goals while providing the best possible customer and employee experience. This role personifies and furthers the Bank of Hawaii brand, serving as a trusted advisor to the community and the team while overseeing branch operations.

Responsibilities

• Work with the Market Manager to execute the market strategy, interpret it for the team, and develop customer service procedures and performance measures.
• Use performance measures to provide feedback and critique your own performance.
• Lead the team with lobby engagement, customer-focused service, and personification of the Bank of Hawaii brand through teamwork, thoughtful decision-making, and efficiency.
• Engage team members in learning from each other, customer interactions, and business unit experts to educate customers.
• Teach staff to provide the best customer experience across all segments and identify/resolve or escalate customer situations.
• Regularly meet with each team member (or through the Assistant Manager) to check status, set career goals, and establish/adjust development plans.
• Set sales, work performance, and development goals; evaluate performance against these goals.
• Meet regularly with the team to discuss customer experience, set goals, and develop performance measures.
• Use coaching, role-playing, and other methods to achieve desired behavior.
• Identify and address potential conflicts between team members before serious problems arise, involving Human Resources if necessary.
• Use job openings to identify and acquire the best talent complementary to the team.
• Manage Human Resources forms and documents relevant to immediate staff.
• Oversee day-to-day branch operations, including staffing, scheduling, customer service, sales, operational risk, and compliance (with assistance from the Assistant Manager if applicable).
• Personally (or with the Assistant Manager and/or Premier Banker/Community Banker) interact with high-net-worth clients, identify high-value clients, and handle sales, service, introductions, or escalations.
• Train branch staff to identify high-value customers and recognize issues requiring referral to the Manager or business unit specialists.
• Work with Premier Banking Officer, Community Banking Officer, and Community Banker to determine customer status and when to refer to the Manager or business unit.
• Ensure compliance with Bank policies, procedures, applicable laws, and regulations; stay current on legal changes, new requirements, and products.
• Provide regular training and updates for the team and comply with audit recommendations.
• Identify and monitor high-risk activity at the branch.
• Represent Bank of Hawaii in the community by identifying activities, encouraging staff involvement, and attending after-hours and weekend events.
• Perform all other miscellaneous responsibilities and duties as assigned.

Requirements

• Registration with the Nationwide Mortgage Licensing System & Registry. If not yet registered, registration must be completed and accepted within 30 days of employment or transfer. Failure to register may result in termination.
• Bachelor’s degree from an accredited institution, preferably in business or a related field, or equivalent work experience.
• Minimum 5–7 years of related supervisory/management experience or equivalent work experience. Up to 3 years of relevant non-supervisory relationship/lending officer experience may be substituted.
• Experience managing budgets, staff, and face-to-face sales/service.
• Demonstrated 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.
• Strong verbal and written communication skills, including presentation skills.
• Ability to listen, problem-solve, and inspire trust; build strong working relationships across the organization with a collaborative approach.
• Strong project management and organizational skills to execute and complete projects on time while 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.
• 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.
• Ensure compliance with applicable laws, regulations, and Bank policies, including Fair Banking, Anti-Money Laundering, Bank Secrecy Act, and USA PATRIOT Act.