Branch Operations Leader: Drive Service & Performance

First Hawaiian Bank; Honolulu (HI); On-site; USD 75,000 - 105,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Job summary

First Hawaiian Bank in Honolulu, HI is seeking an experienced Branch Operations Manager to lead the Service Delivery team, overseeing day-to-day branch execution and escalation processes to ensure outstanding customer service.

You will monitor branch performance, drive operational standards across a multi-location network, and coordinate communications while supporting Branch Call Support and service recovery initiatives.

Qualifications

• 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 across multi-location branch networks.
• Experience using dashboards, scorecards, and KPIs to drive results.
• 5+ years of progressive management in branch banking/ops.
• Strong knowledge of retail banking operations and branch processes.
• Experience monitoring performance metrics and service delivery standards.
• Experience leading issue resolution and escalation management.
• Knowledge of business continuity and service recovery practices.
• Ability to collaborate across branch, operations, risk, compliance, and support.

Responsibilities

• Leads branch operational support and escalation; ensures day-to-day branch execution.
• Ensures branches meet operational standards and deliver strong customer service.
• Oversees Branch Call Support, monitors performance, leads escalation and service recovery, coordinates communications.

Skills

Team leadership

Multi-location operations

Retail banking knowledge

Process improvement

Cross-functional collaboration

Strong communication

Education

Bachelor’s Degree in Finance, Business Administration, or related field

Master’s Degree in Business Administration

Tools

Dashboards

Scorecards

Performance metrics

Job description

First Hawaiian Bank in Honolulu, HI is seeking an experienced Branch Operations Manager to lead the Service Delivery team, overseeing day-to-day branch execution and escalation processes to ensure outstanding customer service.

You will monitor branch performance, drive operational standards across a multi-location network, and coordinate communications while supporting Branch Call Support and service recovery initiatives.