Branch Operations Manager

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

Join the First Hawaiian Bank ‘ohana, where our culture flourishes with purpose. We prioritize the 3 C’s – Caring, Character and Collaboration – ensuring a workplace that is not only rewarding, but deeply fulfilling. Consistently recognized as one of the 'Best Places to Work in Hawaii' for 13 consecutive years, we take pride in our longstanding commitment to both our team and the communities we serve, spanning over 165 years.
Step into a career that offers stability, excitement, and growth. Experience the thrill of a dynamic environment paired with a comprehensive training program. Plus, enjoy the perks of our competitive compensation and benefits package. If you are ready for a career that empowers you to thrive, your journey starts here.

Job Description

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.

Benefits:
We proudly offer a comprehensive benefits program for all employees. For more information, Click Here
We value you!
At First Hawaiian Bank, we value Fairness, Inclusion, and Opportunity and welcome applications from all eligible candidates. For our full EEO statement, please visit www.fhb.com/careers . Mahalo for choosing First Hawaiian Bank!
Are you interested in learning more about us? Come discover who we are by visiting our LinkedIn , Instagram , Facebook pages. Discover firsthand insights through our Employee Spotlight series, offering a glimpse into the daily lives of our valued team members
At First Hawaiian Bank, it all starts with YES!

Job Info

• Job Identification 426
• Job Category Enterprise-wide Services
• Posting Date 08/26/2026, 07:26 PM
• Degree Level Bachelor's Degree
• Job Schedule Full time