Hybrid Manager Consumer Experience & Solutions presso Bank of Hawaii

• Client Experience Leadership: Champions a scaled escalation experience that is fast, logical, and deeply human. Ensures every client feels heard, supported, and informed throughout the resolution journey. Leads with empathy and urgency, especially during high-stakes moments.
• Strategic Innovation: Identifies and codifies new “moments that matter” to proactively expand the escalation playbook. Partners with IT and product teams to evolve tooling, dashboards, and automation that scale great service. Uses data and feedback loops to continuously refine workflows and elevate the client experience.
• Cross-Functional Orchestration: Serves as the escalation quarterback—bringing together product, operations, frontline, and tech teams to solve complex issues. Breaks down silos and drives alignment across departments to deliver seamless resolutions. Facilitates monthly reviews to identify root causes, trends, and opportunities for systemic improvement.
• Team Empowerment & Execution: Leads a team of escalation specialists, setting clear expectations for ownership, responsiveness, and follow-through. Coaches team members to think critically, act decisively, and communicate with clarity. Ensures every case is logged, tracked, and resolved with full visibility and accountability.
• Launch Phase Focus: Leads the team through client conversion, ensuring a smooth transition for existing clients into the new preferred banking experience. Oversees proactive outreach, conversion tracking, and resolution of onboarding issues—setting the tone for long-term loyalty.
• Team Leadership and Development: Manages staffing, scheduling, compensation, and performance evaluations. Oversees training, succession planning, and team development. Ensures compliance with HR policies and timely completion of documentation. Fosters a collaborative, inclusive, and high-performance team culture.
• Performs other 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 years of experience in retail banking, sales management, or customer service leadership including 4 years of people management experience.
• Demonstrated proficiency with personal computers in a networked environment and Microsoft Office applications 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 skills; able to engage effectively across all levels.
• Strong interpersonal skills with a collaborative, team-oriented mindset.
• Proven ability to drive frontline sales performance and improve customer satisfaction.
• Skilled in coaching and mentoring, with a focus on sales enablement and consultative selling. 
• Strong analytical and organizational skills with high attention to detail.
• Demonstrated success in fostering cross-functional collaboration.
• Thrive in fast-paced, client-centric environments.
• Track record of leading service teams or managing escalation functions.
• Natural problem-solver who seeks continuous improvement for clients and teams.
• Flexible and adaptable; available to work evenings and weekends 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.