Branch Ops & Service Program Manager

Job Description

Job Description

Position Function:

Responsible for managing the operational effectiveness of the branch delivery channels, while maintaining regulatory and financial controls standards. Manages the change process and collaborates with appropriate parties to refine, modify, create, and implement process design. Oversees all projects and initiatives impacting branch channel. Manages the Branch Support Manager, responsible for hiring, staffing, and onboarding of all branch staff, and the Business Unit Compliance Officer (BUCO), which maintains the Compliance for all branches and Branch Administration. Manages a team of Branch Service Officers, responsible for conducting Branch Certifications and ensuring that all branches are in compliance and prepared for Audits. Manages a team of Universal Banker Support employees responsible for branch staffing coverage.

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:

• People Management:
  • Attracts, develops, and manages direct reports in the Branch Banking Service team (Branch Support Manager, Business Unit Compliance Officer, Branch Service Officers, Branch UB Support).
  • Manages the screening and hiring process for all branch staff, Branch Banking Service, the UB Support Pool, and other related staffing activities.
  • Coordinates with Market Managers on Branch Support Requests.
  • Provides Branch Banking leadership support in resolving staffing or operational problems.
  • Works closely with Branch Management to draft and generate Corrective Action Requests to employees while identifying methods for improvement.
• Operations:
  • Manages all branch services, operations, scheduling, appointments, and communications.
  • Manages the Branch Certification Program.
  • Analyzes, develops, and implements processes, controls, and operational productivity plans designed to include recommended automation solutions, maximize and enhance Branch channel usage, improve efficiency, reduce errors, improve cycle times, and increase employee productivity in alignment with operational goals and objectives.
  • Periodic review of branches to ensure operational effectiveness and compliance with bank and regulatory requirements and controls; identifies branches at risk and monitors implementation of corrective actions and required improvements.
  • Creates, reviews, and maintains Branch Certification Program, review, and grading and works closely with Branch Management and Market Managers to clearly communicate steps to take immediate improvement.
  • Works closely with Audit Department to plan, coordinate, and debrief branch audits.
  • Manages the Branch Channel Communications (Communication Line).
  • Works with all Lines of Business to communicate all initiatives, updates, Security Concerns, Process changes, Product promotions, etc. to the branches in a timely manner. Includes links to resources for branch success.
  • Manages the Branch Staffing Scheduler (Verint Workforce Management).
  • Quarterly review of branch attributes and hours; analyzes staffing data to determine FTE / branch hour changes.
  • Ensures all branches are scheduling in accordance to standards and are further available for appointment scheduling.
  • Problem resolution, inclusive of submitting service tickets through vendor
  • Maintains appropriate staffing strategies in branches to ensure optimal service and productivity levels, high standards of customer experience.
  • Manages turnover ratio, works with Market Manager with any branch staffing trends and problem resolution.
  • Manages staffing/scheduling model for branches; analyzes data for justification of position replacement requests.
  • Produces monthly reporting to support staffing levels.
  • Manages the Bank Appointment Scheduler (Engageware).
  • Creation of new and modification of departments, hours, and services.
  • Adding new employees, changing locations for transfers, and disabling terminated employees.
  • Problem resolution, inclusive of submitting service tickets through vendor.
  • Manages all Branch related forms and Transition to KokuaNow.
  • Design and standardizes all branch and customer facing forms.
  • Integrates into Encore Teller/Sales & Service Platform, cpb.bank, iForms and Online Banking platforms, inclusive of testing (in development and productions environments).
  • KokuaNow – Approval of revisions before completed to production and placement in Encore.
  • Manages all Branch Policies and Procedures.
  • Owner of all branch related policies and procedures (85+ Operations, Service and New Account) and updates as necessary for changes or to new policies / procedures utilized for training and standards.
  • Works closely with Compliance, Corporate Security Deposit Servicing, and Electronic Banking management to revise joint-related processes and update procedures.
• Training and Development:
  • Works closely with Training and Development to determine appropriate training curriculum for branch and servicing staff to ensure alignment with Bank and branch initiatives and expectations.
  • Quarterly BM, AM, and UB meetings to train on new compliance rules and operational changes.
  • Provides leadership, coaching, facilitating, and mentoring to all branch team members and Branch Banking Administration.
• Process Improvement:
  • Combines results from Branch Certification, Branch Audit, Customer Surveys (Appointments Scheduler and Medallia) and branch suggestions to redesign branch processes and roll them out to the branches. Includes documentation of current and future states, procedure revision and communication to branches and stakeholders.
  • Branch Banking Line of Business Liaison:
  • Works closely with the following departments to ensure processes are running smoothly and as designed and implements changes based on collective feedback: Deposit Servicing, ACH, Wire, Vault Services, Electronic Banking, Call Center, CSS, Chat, Corporate Compliance, BSA, Legal, Fraud, CX, Retail Sales, Tidepools, Training and Development, Human Resources, Controllers, AP, Marketing, Credit Admin, Product Management, Retail Credit Delivery, Audit, ATM, Digital Banking, IT, CIO, Business Relationship Management, BCSC, Business & Commercial Banking, Wealth Management, Treasury, Properties, General Services, Home Loans, Joint Ventures, and International Banking
• Project Management:
  • Leads various initiatives and/or projects to improve Branch channel processes and productivity.
  • Responsible for the successful deployment of projects, inclusive of testing (in development and productions environments) and integration of product with all existing platforms.
  • Prepares and manages department and branch related income/expense budget targets/goals.
  • Manages and controls branch and FTE salary expense; maintains tracking of staff/cost reduction targets related to budget and benchmark recommendation.
• Miscellaneous:
  • Branch Group Administrator – Ensures all Branch Banking (Admin and Branches and SharePoint Databases) (50+) Email groups are up to date for communication.
  • Travel Coordinator for Branch Banking Administration and Branches (Flights, Hotel, Car).
  • SharePoint Designer for Bank Related Initiatives (Authorized Signature, Million Dollar Club, Be CPB, Campaigns, and Promotions).
• Service Delivery
  • Works closely with the CX Team to manage the service delivery and fulfillment strategies and processes for the Branches and related channels.
  • Ensures service is maintained at a consistently high level and key financial objectives are met.
  • Reviews survey results to identify complaints and policy and procedures that can be improved.
  • Designs, maintains, and administers service recognition programs.
  • Bank Committee Representation.
  • I&T Change Management Program and CAB
  • Operations Standardization Roadmap
  • HAFISO (Hawaii Association of Financial Institution Security Officers)
  • Business Continuity Committee
  • Safety Committee
  • Fee Committee
  • Compliance Committee
  • BSA – Corporate Transparency Act Working Group
  • Process Improvement Committee
  • Business Continuity (BC).
  • Responsible for the maintenance of the BIA and BRP plans for BB Admin and All Branches (27).
  • Coordinates Generator Testing with BC Team.
  • Vendor Management.
  • Smell Better Hawaii (Scent Program)
  • Glory (RBG)
  • Amazon & Menehune (Branch CX Beverage Experience)
  • Engageware (Appointment Scheduler)
  • Finastra (Encore)
  • Kiran/Verint (CloudCords - Branch Scheduling)
  • Branch Opening, Branch Closures, and Branch Relocation.
  • Weekly meetings with Project Team.
  • Closing/Moving of SDB's.
  • Completing 30+ task items to ensure branch is successfully closed.
  • Redesign of new branches branch renovations.
  • Creation of tiered branch standard branches.

Minimum Qualifications:

Education:

• Bachelor’s Degree from an accredited 4-year university, preferably in a related field required.

Experience:

• 7+ years of experience in Bank Service, Operations, and management experience required.
• 4+ years of experience in a Manager/Supervisor role required.
• 5+ years of Project Management experience preferred.

License/Certification:

• Bank Approved Project/Change Management Professional (PMP) designation 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.