1 day old

Enterprise Services Group Manager

Bank of Hawaii
Oahu, HI
  • Job Code

Enterprise Services Group Manager-1800433

Does this sound like you?

Are you ambitious?  Want to make a difference in people’s lives?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?   If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!


A day in your life as a Enterprise Services Group Manager

Under the direction of the Manager of the Enterprise Operations Group this position has responsibility for leadership and management of the Enterprise Services Group (“Group”) that supports client facing divisions and back office servicing groups, ensuring that client service requests are completed and delivered in a timely, accurate and professional manner and in accordance with Bank and Division objectives. This position ensures the business unit’s 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.


We’ll give you these important responsibilities…

  • Strategic: Oversees the strategic operations of the Group. Prepares Business Unit Reviews as required to support the Enterprise Operations Strategic Plan and makes recommendations to the organization’s strategic plans and reviews. Completes strategic and operational plans for all units of oversight by developing and implementing customer interaction models/ quality measurements, etc.
  • Staff Management: Responsible for the management of all employees in the Group including staffing and scheduling, compensation, performance management training and development. Goal is to attract, retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate. 
  • Operations: Personally and through subordinates, leads, manages and oversees the daily activities of the Group.  Ensures that client service requests are completed and delivered in a timely, accurate and professional manner and in accordance with Bank and Division objectives. Identifies ways to increase scope and efficiencies by working closely with the business units it services to add servicing requests it can onboard to drive front line capacity for revenue generating activities. Evaluates and recommends technology, system, process improvements, training, staffing and other changes to enhance efficiency, improve compliance and/or reduce expense. Ensures that activities are in compliance with local, state and federal laws and regulatory requirements.  Participates in short and long range Division and cross unit task forces/projects, including contingency and disaster recovery, budget, and business reviews.  Maintains professional and technical knowledge, establishes personal and professional networks and benchmarks state-of-the-art practices. Ensures the Group consistently meets or exceeds all established standards for productivity, service and quality.
  • Budget: Manages expenses to budget and forecasts expenses. Assists with the annual budget, analyzes and reports on variances and corrective action.  Achieves Group operational objectives by implementing changes and evaluating performance against strategic plans, use of customer interaction models, regular evaluation and systems audits and reporting. Manages any vendor related issues and improvements, follows up on outstanding items, and evaluates vendor performance.
  • Performs all other miscellaneous responsibilities and duties as assigned.


…if you come to us with these qualifications…


  • Bachelor’s degree from an accredited institution or equivalent work experience.



  • Minimum 10 years of Client Service Support, Call Center, Bank Operations and other banking or equivalent work experience including at least 7 years in positions with responsibility for servicing BOH clients, or equivalent servicing experience.
  • Requires at least 5 years of supervisory/management experience including management of more than 5 employees, budget responsibility, or equivalent work experience. 
  • Also requires project management and process improvement experience in lead roles.


Technical Skills: 

  • Demonstrated proficiency and expertise with personal computers and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. 
  • Ability to access and understand information on various Bank systems.
  • Ability to learn new applications to support job function(s).


Other Job Qualifications: 

  • Demonstrated verbal and written communications skills, including presentation skills.
  • Demonstrated skills in organizing and implementing process improvements, system conversions, etc.
  • Strong customer service skills, including the ability to adopt a customer-first perspective.
  • Should be analytical, detail oriented and organized.
  • Strong problem-solving, organizational and decision-making capabilities.
  • Demonstrated ability to handle multiple priorities.
  • Should be able to analyze complex situations quickly and recommend solutions and alternatives.
  • Able to adapt quickly in a changing regulatory environment.
  • Must have strong project management and leadership skills.
  • Must be able to work across divisions and departments and maintain working relationships with other business units. 
  • Able to work flexible hours in a 24-hour operation, including weekends and evenings as needed or assigned.
  • Must be able to provide own transportation or to operate a vehicle with a valid driver’s license, and able to commute and arrive at intended destination in a timely manner and/or as required.




Bank of Hawaii

In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change.  We are constantly finding creative ways to deliver leading edge financial services to our customers.  Now, we’re embracing change with our new 21st century banking.


It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on integrity, innovation and teamwork.  People who are agile, savvy, forward-thinking and entrepreneurial can learn and grow with us.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.


Job Function Bank Operations
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Jun 6, 2018, 8:54:40 AM
Unposting Date Ongoing


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Enterprise Services Group Manager

Bank of Hawaii
Oahu, HI

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Oahu, hi

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