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.

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 aligned with the Company's Core Values of Voyaging Spirit and Positively Ohana; Customer Experience Competencies of Customer Interaction, Empowerment and Ownership; and Basic Skills of Listening, Oral Communication, Written Communication, Action Orientated, Thoroughness, Problem Solving.

Primary Accountabilities:

Job Specific Duties:

• Leads, mentors, and manages a team of private bankers to ensure they meet performance goals and deliver exceptional client service.
• Provides coaching, training, and development opportunities to team members to enhance their skills and expertise in wealth management.
• Oversees the department’s appropriate administration of accounts.
• Manages and develops (educates, coaches, mentors) administrators and support personnel.
• Administers select HVC relationships and accounts, as necessary.
• Streamlines operational processes to enhance efficiency and reduce turnaround times for client requests and transactions.
• Implements technology solutions and tools to improve service delivery and client engagement.
• Represents the Bank in civic and community events with emphasis on CRA qualifying activities.
  
  

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 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.
  
  

Risk Management and 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 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 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.
  
  

If designated as the 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.

Minimum Qualifications:

Education:

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

Experience:

4+ years banking operation experience, including documentation, branch sales/service, etc. required.

2+ years team lead OR 1+ years supervisory experience required

Licenses and Certifications:

Registration with the Nationwide Mortgage Licensing System & Registry (NMLS) is required prior to performing any duties of a Mortgage Loan Originator (MLO).

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.