Branch Manager III (Lihue)

Responsibilities

• Works with the Market Manager to execute the market strategy, interpreting the strategy for the mix of employees on the team; and developing customer service procedures and performance measures. Uses those measures to provide feedback and critique own performance. Leads the team with lobby engagement behavior, customer-focused service, focus on market strategy, personification of brand and its extension, teamwork, reasoned thinking, thoughtful decision making, perseverance and efficiency. Involves and engages team members to learn from each other, customer interaction, business unit experts brought in to provide services for or to educate customers. Teaches staff about providing the best customer experience for all segments. Identifies and resolves or escalates customer situations.
• Personally (or through Assistant Manager if any) meets regularly with each team member from hire or transfer to check status, set career goals and establish/adjust development plan. Sets appropriate sales, work performance and development goals and regularly evaluate performance against those goals. Meet regularly with team to discuss customer experience, set goals and develop performance measures. Evaluate team performance. Use coaching, role playing, etc. to achieve desired behavior. Notice potential conflict between team members and counsel before serious problems arise. Resolve, involving Human Resources if necessary. Use each job opening to identify and acquire the best possible talent complementary to team. Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.
• Responsible (with assistance of Assistant Manager if any) for the day to day operation of the branch staffing, scheduling, customer service, sales and service, operational risk, compliance, etc.
• Personally (or together with Assistant Manager and/or Premier Banker/Community Banker) responsible for interaction with high net worth clients, identification of high value clients, sales and service, introduction or hand off to business unit specialists, and issue resolution or problem escalation. Trains branch staff to identify high value customers and to recognize difficult problems or issues which should be referred to Manager or business unit specialists, without requiring customer to repeat entire story too many times. Works with Premier Banking Officer (if any), Community Banking Officer and Community Banker on procedures to determine if individual is current customer, name of relationship manager, and when to refer to Manager or business unit.
• Responsible for compliance with Bank policies and procedures, applicable laws and regulations. Keeps current on legal changes and new requirements, new products, etc. Provides regular training and updates for team. Responsible for complying with audit recommendations, identifying and monitoring high risk activity at branch.
• Represents Bank of Hawaii in the community served. Identifies community activities and encourages staff to be involved in community service activities. Learns what the community is interested in. Finds events that serve the community. Invites all employees who live in the market to participate. Attends after hour and weekend community events.
• Performs all other miscellaneous responsibilities and duties as assigned.

Qualifications

• Registration with the Nationwide Mortgage Licensing System & Registry. If not yet registered, registration to be completed and accepted no later than 30 days from employment or transfer date. If not registered and accepted, employment may be terminated.
• Bachelor s degree from accredited institution, major in business or related area preferred, or equivalent work experience.
• Leadership and management experience to include understanding of retail and small business markets in Hawaii, as well as financial services industry and regulatory environment:
• Level is dependent on years of experience and size/complexity of prior positions held. Minimum 10 - 12 years of related management experience or equivalent work experience. Requires experience managing budgets and staff, as well as significant face to face sales/service experience.
• Demonstrated proficiency and advanced expertise 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.
• Demonstrated verbal and written communication skills, including presentation skills. Must be a good listener and problem solver, who inspires trust in others. Able to build strong working relationships and partnerships across organization with a collaborative and consultative approach. Must be able to develop relationships with direct reports who work at different locations. Should have strong project management and organizational skills, required to execute and complete projects on-time. Able to simultaneously manage multiple projects and assignments with varying deadlines. Possesses strong intellectual curiosity, business acumen and knowledge of market. Able to work flexible hours including holidays, weekends and evenings as necessary. Must be able to provide own transportation or to operate a vehicle with a valid driver s license, and able to commute and arrive at intended destination timely. May require travel by air. Able to lift/carry/push up to 10 lbs