Private Banking Service Manager

Position Function:

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.  

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 demonstrate key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

Job Specific Duties: 

• 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.

Customer Experience/Process Improvement:

• Builds and maintains strong relationships with high-net-worth clients, understanding their financial needs and goals.
• Serves as a primary point of contact for escalating 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.

Business Unit Compliance Officer (BUCO)- the following duties will apply:

Responsible for business unit compliance oversight as the “Business Unit Compliance Officer” (BUCO) with dotted line reporting to the Compliance Division Manager. The BUCO is responsible for engaging in activities that contribute to the day-to-day compliance oversight of the business unit and any related third-party vendor relationships in alignment with the Compliance Management System Policy, Bank Secrecy Act Policy, and BUCO Program. The BUCO demonstrates and applies business acumen to promote a culture of compliance and the identification, escalation, and timely mitigation of compliance risks. This role exercises judgment and influence, and may constructively challenge business unit management to support compliance objectives, balancing business strategy with appropriate controls.

The BUCO is accountable for implementing the Compliance Management System Policy and Bank Secrecy Act Policy, including but not limited to the following activities:

• Facilitating the Compliance Risk Assessment process by identifying, assessing, and managing regulatory compliance risks within the business unit.
• Knowing and understanding all state and federal compliance laws, rules, and regulations (“laws and regulations”) applicable to the business unit, and how such laws and regulations impact or affect the business unit.
• Keeping abreast of changes to the laws and regulations, as tracked and disseminated on the Regulatory Tracking Log, and implanting regulatory change within the business unit.
• Attending all management meetings to keep appraised of developments within the business unit that may impact the compliance function.
• Actively participating in and advising on key business decisions within the business unit, including new or changes to existing products, services, processes, projects, and vendors.
• Ensuring that the business unit has sufficient resources to adequately manage compliance risks.
• Reviewing, drafting, and/or updating business unit policies, procedures, processes, guidelines, and controls to ensure that regulatory requirements are sufficiently addressed and that day-to-day activities operate in a compliant manner.
• Identifying compliance training needs, providing subject matter expertise to support the development of training curriculum, and conducting or coordinating compliance training for the business unit, in addition to and in support of the Compliance Training Program.
• Conducting and/or facilitating transactional and non-transactional monitoring and testing to assess the business unit’s compliance with all applicable laws and regulations, in support of the Compliance Monitoring Program.
• Escalating compliance concerns to the Corporate Compliance Department for inclusion on the Issues Tracking Log, and ensuring that any corrective action is taken as necessary and appropriate to address compliance concerns.
• Supporting the Customer Complaint Program by ensuring that the business unit employees understand and fulfill their responsibilities for reporting and addressing customer complaints.
• Facilitating regulatory audits and examinations.
• Completing other compliance related projects and tasks as requested to support the Bank’s Compliance Management System Policy and Bank Secrecy Act Policy.

Risk Management & Compliance:

• 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 FRB/DFI exam requirements; achieve satisfactory ratings. 
• Develops, implements, and ensures adherence to policies, procedures, and business practices and standards.

Maintains a personal client base.

• Independently calls on clients and prospects to establish, maintain, and expand profitable client relationships, including the sale of credit, deposit, trust, investment, insurance, and related services to fulfill identified client needs.  

People Management:

• Attracts, develops, and retains the right staff to achieve short- and long-term goals and objectives.  
• Creates an environment where the Bank’s performance management process is administered fairly; holds others accountable, addresses performance issues appropriately, provides frequent development opportunities, and makes investments to allow for the advancement of existing staff.  
• Demonstrates an understanding of and actively supports the Bank’s EEO and AAP practices and policies.   
• Embraces diversity and demonstrates the Bank’s core values in everyday behavior.   
• Provides leadership and direction, managing a team serving the affluent market. 
• Establishes goals and monitors progress towards those goals including coaching, training, and staff development.  
• Provides active guidance and support to officers and staff.

Ownership and Management of Key Processes:

• Owns and manages the key processes required to achieve customer satisfaction and makes key business decisions to achieve desired results.
• Improves personal/professional status through education and keeping abreast of updated bank policies, procedures, and products and services. Achieves a satisfactory rating on audits.
• Keeps informed of current bank policies, products, investment performance and procedures, federal laws, and regulations. Attends ongoing licensing and continuing education courses relevant to the position. Actively participates in professional and community organizations consistent with position.

Organizational Health

• Leadership & Culture 
• Community/Industry Involvement 
• Personal and Professional Development

Minimum Qualifications:

Education:

• Bachelor’s degree from a 4-year university in a business-related discipline required.

Experience:

• 4 years of experience in banking operation experience, including documentation, branch sales/service, etc. (A bachelor’s degree can substitute for 2 years of work experience.)
• 2 years of experience in leading a team OR 1 years supervisory experience.

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time.  Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.