Assistant Branch Manager ; Kealakekua Branch

Overview

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.

• Works with Branch Manager to interpret the market and brand strategies and customer experience expectations for the mix of employees on the team so the branch becomes a hub of activity supporting the programs and each individual understands that this is accomplished by how they are, rather than merely completing a list of tasks. Accountable for the performance of the branch.
  
  Supports and assists the Manager in the monitoring, evaluation and critique of own and staff performance relating to customer (including lobby engagement) and employee experience. Personifies the branch programs and goals. Communicates regularly with branch staff on one and in groups to reinforce expectations, praise and redirect, answer questions, etc. Involves and engages team members, encouraging them to speak up, learn from each other, customer interaction, and 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 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 meets regularly to evaluate performance against those goals. Meets regularly with the team to discuss customer experience, set goals and develop performance measures. Evaluates team performance. Uses coaching, role playing, etc.
  
  to achieve desired behavior. Notices potential conflict between team members and counsels before serious problems arise. Resolves, involving Human Resources if necessary. Uses each job opening to identify and acquire the best possible talent complementary to the team. Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff.
• Responsible for the day-to-day operation of the branch—staffing, scheduling, customer service, sales and service, operational risk, compliance, etc. In the absence of the Branch Manager, assumes branch manager responsibilities.
• 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 the customer to repeat the 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 a 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 the 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.

• 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 an accredited…