Cash Management & Business Client Service Center Manager

Position Function:
Under the general direction of Institutional Deposit Services Manager, the Commercial and Business Products & Services Manager is responsible for all matter pertaining to the overall function and process of the Cash Management and Business Client Services departments. Directs the overall workflow, product management, product profitability, marketing (internal and external), operational efficiencies and risk mitigation. Develops and establishes proper departmental policies/procedures, and internal controls, ensuring compliance with Federal and State regulatory requirements. Manages operational functions to add value and enhance efficiencies in pursuit of the bank's business and strategic objectives. Ensure that the department complements Central Pacific Bank's overall market strategies, which include new business goals and sales, service, and relationship management for deposit heavy market segments. Assist with development of product collateral and documentation. Provide technical support and assist with maintenance of business products and services sold.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a "Voyaging Spirit" and being "Positively Ohana". Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

Leadership:

• Attracts, develops, and retains appropriate staff to achieve department's short- and long-term goals and objectives.
• Creates a team environment where the Bank's performance management process is administered fairly. Holds others accountable and provides frequent development opportunities for existing staff.
• Provides coaching, training and tools to enhance deposit and cash management sales, service levels, and relationships.
• Develops appropriate development and training programs to ensure staff expertise meets the service quality and level of knowledge expectations for the department responsibilities. Includes cross-training of staff to ensure flexibility of coverage in all areas of the department.
• Assigns and monitors daily workloads to ensure efficient use of personnel assigned to job duties and that work is completed accurately, completely and in a timely manner by the cash management service staff.

Cash Management, Commercial and Business Products and Business Client Service Center Support:

• Direct technical business product management and service support
• Ensures that Cash Management, Commercial and Business Products & services and Business Client Service Center products and services are implemented correctly and within established SLA.
• Responsible for overall product and service maintenance and incident resolution.
• Ensures that ticklers are set up properly, that action is taken in a timely and proper manner when the ticklers are due. These specialized ticklers are used to update the related products & services for specific changes, including regulatory, compliance, etc.
• Assist in Product Development and Evaluation:
• Assist in evaluation of product line and implementation of enhancements/changes.
• Assist in development of procedures for business products and services.

Product Demonstrations and Presentations:

• Liaison between Line Units and Customers.
• Act as business product and services liaison between Line Units and their customers.

Service Quality:

• Monitor quality of service levels for clients that use business products and services. Identify and resolve a variety of customer problems and inquiries by determining the cause and origin of systems errors/problems.
• Maintain high standard of customer service by responding promptly and accurately to client requests/inquiries.

Risk Management/Compliance:

• Facilitating the Compliance Risk Assessment process by identifying, assessing and managing regulatory compliance risks within the business unit.
• Knowing and understanding all state and federal compliance laws, rules and regulations applicable to the business unit and how such laws and regulations impact or affect the business unit.
• Actively participating in and advising on key business decisions within the business unit, including new or changes to existing products, services, processes, projects and vendors.

Business & Financial Strategy:

• Is the lead change agent for the department and champions desired behaviors to align with bank goals and strategies.
• Develop and implement cash management, commercial and business deposit growth and retention strategies with aligned business units of the bank.
• Assists the Institutional Deposit manager in developing and implementation of the department's budget.
• Leads the team in achieving the department's goals.
• Collaborate with Deposit Servicing, Operations, Information Technology, Treasury and management for pricing to ensure market competitiveness and bank profitability.
• Demonstrates and helps team members develop core competencies and confidence to improve business development activities and operational efficiencies, while appropriately managing compliance risks.

Minimum Qualifications:

Education:

• Bachelor's Degree from an accredited 4-year university required

Experience:

• 5+ years of sales experience in commercial business products required
• 4+ years of supervisory or 2+ years management experience required
• Bank operations experience and bank depository system experience highly preferred

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time. Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.