Hybrid Sales & Service Excellence Manager at 061-Kahului Banking Center

Execution of Sales and Service Strategy

• Implements sales and service initiatives designed, ensuring adoption across all customer-facing channels.
• Collaborates with frontline managers to translate strategic objectives into actionable performance goals.
• Monitors and supports the execution of omnichannel sales strategies, ensuring consistent application across branches, call centers, and virtual relationship platforms.

Performance Coaching and Support

• Partners with branch, call center, and virtual team leaders to drive frontline team performance.
• Facilitates training sessions to implement best-in-class sales training programs to strengthen frontline staff’s product knowledge, consultative selling, and relationship-building skills, fostering a relationship banking culture that emphasizes holistic financial guidance over transactional sales.

Data-Driven Performance Management

• Analyzes performance metrics, dashboards, and sales data, leveraging AI solutions when available, to identify trends, opportunities, and areas for improvement.
• Supports the development and execution of performance plans for underperforming individuals and teams.
• Assists in tracking sales, service, and compliance performance metrics to ensure progress toward goals.

Customer Experience and Service Quality

• Works closely with frontline teams to uphold high service standards across all customer interactions.
• Monitors customer feedback and BXI results to identify service gaps and recommend corrective actions.
• Supports the adoption and optimization of digital banking solutions, while promoting a balance between self-service and human-centered support.

Cross-Functional Collaboration

• Serves as a liaison between frontline teams and the sales and service leadership to ensure communication and alignment.
  Collaborates with marketing, wealth, insurance, investments, digital, and commercial banking teams to coordinate cross-sell initiatives and integrated sales efforts.
• Works with risk and compliance partners to ensure frontline adherence to regulatory requirements and internal policies. 
• Performs all other miscellaneous responsibilities and duties as assigned.

• Bachelor’s degree in business administration, finance, or related field from an accredited institution or equivalent work experience. 
• Minimum 8 to 10 years of experience in retail banking, sales management, or customer service leadership.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft applications. (Outlook, Word, Excel, Access, and PowerPoint) or similar software. Knowledge of or ability to use Bank software and systems. Proficiency in CRM systems, data analysis tools, and performance tracking dashboards.
• Excellent written and verbal communication and interpersonal skills. Strong analytical and organizational skills with attention to detail. Proven ability to drive frontline sales performance and improve customer satisfaction. Strong coaching and mentoring skills with a focus on sales enablement and consultative selling. Demonstrated success in fostering collaboration across teams and business lines. Able to work flexible hours, including weekends and evenings as needed.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Fair Banking, Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii.  We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans.  For Bank of Hawaii's full EEO statement, please visit https://www.boh.com/careers.