5 hours

Mobile & Online Quality Control Specialist

Bank of Hawaii
Oahu, HI
  • Job Code

Mobile & Online Quality Control Specialist-1701013

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.


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 Mobile & Online Quality Control Specialist
Under the direction of the Manager, this position is responsible for the development, change and review of operational processes impacting quality, control and management of operating risk, compliance and legal requirements for the Mobile & Online group.  Ensures 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.  In addition, this position is responsible for demonstrating the Excellence in Sales/Service (ESS) philosophy by serving as the ESS champion for the unit.  This includes planning, executing, monitoring and measuring the service process.


We’ll give you these important responsibilities…

  • Quality Assurance & Process Development, Maintenance and Improvement. 
    • Performs compliance and process evaluations and monitoring for high risk controls in group. Identifies control weaknesses and provides recommendations to improve process and procedures. Identifies, recommends and develops business solutions to resolve critical operational issues.  Documents and communicates all activities.
    • Provides system support with direct oversight over system upgrades, conversions and enhancements, as well as new products and product improvements.  Validates the integrity of system changes and communicates with end-users.  With the support of group ensures the continuous improvement and advancement of the group processes, systems, and resources and compliance with legal, regulatory, Bank and division standards.  Serves on teams completing post-implementation testing.
    • Analyzes and documents workflow for group.  Makes recommendations for improvement, ease of compliance, double-checking and streamlining.
  • Documentation & Administration.  Schedules for regular review and update, and either assists with drafting, reviews drafts, or finalizes drafts; collects, keeps track of owners and maintains a centralized library and catalog of the official copies of the following department documents:
    • Standard Procedure Manual (SPM)
    • Product Documentation
    • Vendor Contracts and Amendments (Procedures regarding Termination and Amendment)
  • Other Documentation
    Works with business unit compliance and business unit managers to keep lists, copies, etc. to monitor  and document controls for audits, reviews, etc. and requirements for compliance with respective laws and regulations, Bank policies and procedures, and department requirements.
  • Customer Experience-based Infrastructure & Process Improvement.  Assists in the development and implementation of the Digital Channels Division strategic plan, including enhancements for current products and procedures / policies, as well as exploring new features/functionality.  Leverages metrics and industry trends to optimize decision making. Leverages customer experience metrics to identify opportunities to alter infrastructure and process to make it easier, faster, and safer for customers to utilize Mobile & Online services. Ensures accomplishment of business unit objectives by tracking, analyzing, and communicating key metrics and deliverables. 
  • Vendor Management.  Provides high risk vendor support for business unit managers.  Assists in management of vendor performance, contracts, expenses, and the vendor product road map.  Aligns and influences vendor product development with Bank’s Digital Channel strategy.  Works closely with selected vendors, including benchmarking of vendors’ client banks to improve processes and understand how to position Bank as a marketplace leader.
  • 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. 
  • Business or related major preferred.



  • Minimum 5 - 7 years of experience in increasingly responsible positions in banking Operations and/or Project Management, with intimate working experience partnering with Compliance, Risk Management or Legal preferred, or equivalent work experience. 
  • Should include experience managing complex and multiple projects, vendors, directing operational implementation, documenting process flows, and doing field work in project implementation with a track record of meeting deadlines and budgets.   
  • Should have experience in developing and engaging teams and a minimum 2 years of team leader/supervisory experience. 
  • Must have a good understanding of the overall banking business including its economics, as well as the need, methods and economics of managing operational risk in order to provide value to the business units, and a good understanding of the regulatory requirements in order to work effectively with compliance, legal staff and auditors.


Technical Skills:  

  • Demonstrated proficiency and expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) and workflow management applications, e.g., Visio, or similar software.

Other Job Qualifications: 

  • Excellent verbal and written communication skills including presentation skills. 
  • Must be analytical, detail oriented, and organized. 
  • Able to meet deadlines and handle multiple priorities with minimal direction.
  • Ability to present complex information in a manner understandable to a wide audience. 
  • Flexibility and ability to develop contingency plans to keep project moving on aggressive timelines. 
  • Self-starter who requires minimal supervision with the ability to work across multiple departments and divisions and with external service providers to implement and generate support for new products to meet business objectives and implement process changes to improve efficiency and cost control. 
  • Must demonstrate a willingness and capability to do field work and work directly with line staff to develop and document processes and guidelines. 
  • Able to work flexible hours including holidays, 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. 
  • Travels by air as required.


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 Compliance/Risk Management
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Dec 12, 2017, 9:30:29 AM
Unposting Date Ongoing


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Mobile & Online Quality Control Specialist

Bank of Hawaii
Oahu, HI

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