Branch Operations Manager

First Hawaiian Bank is seeking an experienced, forward thinking, Branch Operations Manager to join the Service Delivery team.  The Branch Operations Manager leads branch operational support and escalation processes and is accountable for day-to-day branch execution. The role is also responsible for ensuring branches consistently execute operational standards while delivering strong customer service and achieving performance objectives. Additionally, you will be asked to provide operational oversight of Branch Call Support, monitor branch performance, lead escalation management and service recovery efforts, coordinate branch communications, and drive execution of operational priorities across the branch network.

The salary range for the role is $75,000-$105,000/year; commensurate with experience.

Responsibilities

Leads branch operational support and escalation processes and is accountable for day-to-day branch execution. Responsible for ensuring branches consistently execute operational standards while delivering strong customer service and achieving performance objectives. Provides operational oversight of Branch Call Support, monitors branch performance, leads escalation management and service recovery efforts, coordinates branch communications, and drives execution of operational priorities across the branch network.

Qualifications

The Ideal Candidate Will Have:

• Bachelor’s Degree in Finance, Business Administration, or related field, or equivalent financial industry experience
• Master’s Degree in Business Administration
• Experience leading operational teams and supporting multi-location branch networks. 
• Experience utilizing operational dashboards, scorecards, and performance metrics to drive results.
• 5+ years of progressive management experience in branch banking, retail banking operations, service delivery, or related operations.
• Strong knowledge of retail banking operations and branch processes. 
• Experience monitoring and managing operational performance metrics and service delivery standards. 
• Experience leading operational issue resolution and escalation management. 
• Strong understanding of business continuity and service recovery practices. 
• Ability to collaborate effectively across branch, operations, risk, compliance, and support functions. 
• Experience communicating operational priorities and initiatives across a distributed branch network.