Branch Operations & Development Manager

Position Function:

Under the direction of the Director of Sales & Branch Operations, 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.

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…