Branch Operations & Development Manager

Position Function:

Under the direction of the Senior Branch Ops & Service Program Manager, the Branch Operations & Development Manager is responsible for leading the Branch Certification Program and the Universal Banker Management Training (UBMT) Program for Branch Banking, and overall Strategy for Branch Banking.

This position manages the Branch Operations & Service Support Officer (BOSS) team assigned to Branch Certification and leads the bank’s development strategy for Universal Bankers, Assistant Managers, and future Branch Managers through UBMT and related development programs.

The Branch Operations & Development Manager plays a critical role in ensuring branches are operationally sound, certification-ready, and aligned with sales, service, operational, and risk expectations. The role also supports the refinement and communication of branch career planning tools so employees have a clear path for growth within Branch Banking.

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 & People Management – Branch Certification & UBMT

• Provides day-to-day leadership, coaching, and performance management for the Branch Certification / BOSS team and UBMT participants, including goal setting, work prioritization, development planning, and follow-up.
• Leads the design, coordination, and ongoing enhancement of the Universal Banker Management Training (UBMT) Program, including curriculum, rotational assignments, mentoring structure, and post-program placement into Assistant Manager and leadership roles.
• Develops and manages a bank-wide pipeline of Universal Bankers and Assistant Managers, with clear expectations, learning paths, and readiness criteria for advancement into leadership roles.
• Provides ongoing coaching and development to UBMT participants, Universal Bankers, Assistant Managers, and BOSS team members in the areas of relationship-based sales, referral generation, ALOHA service standards, leadership skills, and operational excellence.
• Owns the design, maintenance, and rollout of Branch Banking career planners and related tools; ensures they clearly outline role expectations, competencies, and promotional pathways from entry-level through Branch Manager roles.
• Partners with HR, Market Managers, and Branch Managers to socialize and execute clear career path opportunities and to identify high-potential employees for UBMT and other development programs.
• Provides input on performance reviews and development plans for BOSS team members and UBMT participants; recognizes strong performance and addresses gaps in a timely manner.
• Collaborates with Branch Banking Administration and Business Partners to develop and execute Sales and Operations initiatives.

Branch Certification Program & Operational Readiness

• Owns the design, scheduling, and execution of the Branch Certification Program across all markets and branches, using a risk-based approach to determine frequency and scope of reviews.
• Assigns and directs BOSS team members to conduct on-site and remote certifications; reviews findings for quality, consistency, and completeness.
• Ensures certification reviews evaluate internal controls, operational procedures, risk management practices, regulatory requirements, and sales/service execution.
• Consolidates certification results to identify common gaps, root causes, and systemic issues; prepares summary reports and recommendations for Branch Banking leadership.
• Tracks remediation items, including due dates, responsible parties, and completion status; escalates overdue or high-risk issues as appropriate.
• Partners closely with the Branch Support & Compliance Manager and Compliance Division to ensure certification tools and standards remain aligned with current regulatory requirements, policies, and operating expectations.
• Uses certification findings and operational trends to inform coaching priorities, training content, and ongoing development efforts.

Program & Project Management – Development, Operations & Readiness

• Owns the annual UBMT program calendar, including application timelines, participant selection, training schedules, branch rotations, workshops, and capstone activities.
• Coordinates UBMT and certification-related activity with Corporate Learning & Development, Compliance, HR, Market Managers, and Branch Managers to minimize disruption while meeting program requirements.
• Ensures UBMT curriculum includes current product knowledge, sales process training, referral programs, operational standards, and coaching tools that support both sales and service performance.
• Serves as a Subject Matter Expert (SME) for projects impacting Universal Bankers, Assistant Managers, branch readiness, and operational execution; participates in design, testing, training, and implementation activities.
• Standardizes and continually improves processes related to Branch Certification, UBMT, and branch operational development to ensure consistency and scalability across the network.
• Drives initiatives, and performance of Branch Sales and Operations
• Analytics, Reporting & Continuous Improvement
• Analyzes certification results, sales and referral trends, staffing and development metrics, and other operational data to identify risks, opportunities, and areas for improvement.
• Uses certification findings, Medallia / CPB Insights feedback, and branch performance trends to shape UBMT content, coaching priorities, and development focus areas.
• Identifies and recommends automation and process improvements that enhance operational readiness, development effectiveness, and the overall customer experience.
• Supports leadership reporting by preparing metrics, summaries, and recommendations for Branch Banking leadership.

Minimum Qualifications:

Education:

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

Experience:

• 6+ years of experience in Branch operations, universal banker, or related area required.
• 5+ years of Supervisory experience or 3+ years of management in a retail banking environment required.
• 2+ years of Training, facilitation, or structured development programs (formal or informal) 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.