Private Banking Service Manager

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Full-time ICP Support Honolulu, HI, US

30+ days ago Requisition

Salary Range: $72,491.00 To $ Annually

This position is responsible for the leadership, customer experience, and growth of the Private Banking Offices. Primary responsibilities include staff oversight and development, oversight/compliance of administration of private banking accounts, client service/relationship management, marketing and business development of private banking services, and referrals to the Wealth Team and Bank.

Additional primary responsibilities include design and delivery of department standards for client service, relationship management, business development and cross-referrals, and ensuring the department meets all audit and regulatory requirements satisfactorily. Responsible for the development, implementation, process improvement, and management of Division and Bank initiatives that advance sound business practices and enhance customer satisfaction.

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.

• Client Experience & Relationship Management – Oversee customer service operations, ensuring high-quality interactions, resolving client issues, and enhancing overall customer satisfaction.
• Operational Oversight & Compliance – Ensure private banking operations comply with bank policies, industry regulations, and risk management protocols, while streamlining processes for efficiency.
• Team Leadership & Staff Development – Supervise and mentor employees, providing training, setting performance goals, and fostering a customer-centric culture.
• Sales Support & Business Development – Assist the private banking division in sales initiatives, collaborate with relationship managers, and support cross‑selling efforts to enhance revenue and client engagement.
• Cash Management & Security – Oversee daily overdrafts, transaction processing, and security protocols to minimize risk and maintain operational integrity by preventing fraud and minimizing financial losses.

• Builds and maintains strong relationships with high-net-worth clients, understanding their financial needs and goals.
• Serves as a primary point of contact for escalated client issues, ensuring prompt and effective resolution.
• Develops and oversees programs to improve technical, sales, and service skills of administrators and support personnel.
• Develops and oversees programs and activities (i.e., anticipatory and proactive calls) that enhance customer experience of internal and external customers; continually improve customer service ratings.
• Plans, coordinates, and implements events and activities that educate, surprise, and delight internal and external customers.
• Identifies and implements efficiency and profitability improvement opportunities.
• Client Servicing:
  Opening Accounts, Renewing CD’s, Assist Wire Transaction Services, Cross‑selling bank products.

• Ensures compliance with all regulatory requirements and internal policies related to private banking operations.
• Implements controls and procedures to mitigate operational risks and maintain a secure environment for client transactions.
• Keeps abreast of regulatory and industry developments.
• Ensures team’s compliance with bank, internal audit, and FDIC/DFI exam requirements; achieve satisfactory ratings.
• Develops, implements, and ensures adherence to policies, procedures, and business practices and standards.

Maintains a personal client base of up to 50 clients and prospects.

• Independently…