Customer Operations Manager Jobs in Hawaii (NOW HIRING)

The Operations Manager is responsible for overseeing and managing the operational efficiency and compliance of the branch while supporting the delivery of exceptional customer service. This role involves supervising operational staff, ensuring compliance with bank policies and regulatory requirements, and identifying opportunities to improve branch processes. The Operations Manager collaborates with the Branch Manager to achieve branch goals and fosters a professional and customer-focused environment.

Operational Oversight:

• Oversee all operational functions of the branch, ensuring compliance with bank policies, procedures, and regulatory requirements.
• Supervise and support operational staff, including tellers and other branch personnel, in managing the day-to-day branch operations.
• Monitor and evaluate branch workflows to identify opportunities for process improvements and efficiencies.
• Ensure proper cash management, including vault operations, ATM balancing, and branch cash levels.
• Conduct periodic audits and reviews of operational processes to maintain compliance and minimize risks.

Team Leadership & Development:

• Provide guidance, support, and training to operational staff to ensure adherence to policies and procedures.
• Serve as a resource for resolving escalated operational issues or customer concerns.
• Mentor team members, fostering a collaborative and professional environment.
• Develop employees to be trained in most Ops functions and how to proactively identify value-add opportunities and refer clients to PBO or BM.
• Assist the Branch Manager with staffing decisions, scheduling, and performance management for operational employees.

Customer Service Support:

• Promote a culture of exceptional customer service by ensuring operational processes align with customer needs.
• Support branch staff in addressing and resolving complex customer concerns related to branch operations.
• Collaborate with the Branch Manager to develop strategies that enhance customer satisfaction and retention.

Compliance & Risk Management:

• Ensure the branch complies with federal and state banking regulations, including BSA, CRA, and other compliance standards.
• Monitor daily operations for potential risks and take appropriate action to mitigate issues.
• Maintain accurate records and documentation to support compliance and risk management efforts.
• Oversee the preparation and submission of required reports to internal and external stakeholders.

Branch Operations Administration:

• Manage operational tasks, such as maintaining branch supplies, overseeing facility needs, and ensuring proper functioning of equipment.
• Participate in special projects, system updates, or procedural changes that impact branch operations.
• Support the Branch Manager in achieving branch goals and contribute to strategic initiatives.
• Actively contribute to the Sales success/goals of the office by collaborating with BM and PBO.

Job Qualifications/Requirements

Education/Credentials

• Bachelor’s degree in accounting, business administration, or related field or equivalent experience.

Prior Experience

• Required: Minimum five years of experience in banking and three years of experience in a supervisory position.

Skills

• English: Written: Advanced Verbal: Fluent
• Required: Strong leadership, organization, and problem-solving skills.
• Required: Comprehensive knowledge of banking policies, regulations, operational procedures.
• Required: Excellent communication and interpersonal skills, with the ability to mentor and support team members effectively.
• Required: Proficiency with banking systems and basic computer applications.
• Additional Languages: Korean preferred

The salary range for this full-time position is $50,000 - $70,000 annually + bonus + benefits

Salary ranges are determined based on qualifications, level, and location.

Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.