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Engineer Customer

3 months ago

Honolulu, Hawaii, United States Bank of Hawaii Full time
Job Description

Under the direction of the Manager, this position is responsible for determining the scope, analyzing, documenting and implementing the improved processes of assigned technical, operational, compliance and product/service processes of the Bank By identifying relevant information, data and process components which impact our customer segments through journey mapping and in partnership with the organization's business units, this position is responsible for evaluating customer and employee experience journeys to discover the ways to best optimize and enhance the overall experience. 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 participating in and practicing ESS disciplines and behaviors.

Responsibilities
  • Serves as the resource for assigned project team(s) documenting the end-to-end processes with regard to technical, governance, operational and process improvement needs/expertise. Initiates/guides efforts, analyzes areas for process improvement and makes sound recommendations. Coordinates team delivery efforts with product management, operations, marketing, compliance, audit and other areas of the Bank. Provides leadership, direction and a motivational environment for the team. Performs resource and workload planning. Collaborates with management to ensure projects align with the overall strategy of the enterprise. Maintains knowledge of current laws and regulations which directly affect business units to ensure appropriate governance.
  • Journey mapping development and analysis. Designs and develops customer and employee journey or experience roadmaps from the customer & employee view, creates new experiences and redesigns existing ones. Performs experience evaluation & formulates recommendations that enhances the overall employee and customer experience across the organization. Collaborates with business unit managers in evaluating, understanding, envisioning, and implementing change for the customer journeys. Continually explores new opportunities to improve Bank of Hawaii experiences both externally and internally.
  • Ensures the continued success of the project plans. Develops, maintains and monitors assigned project plans and works with external vendors as needed. Ensures plans are executable and continue to be viable to meet desired objectives and standards. Reviews documents of understanding to ensure detailed understanding of user requirements and project deliverables by the appropriate parties.
  • Manages efforts of various implementation teams of the assigned project(s). Accountable for the timely completion of all team tasks (technical and operational). Also accountable for compiling user requirements, user testing, implementation, process re-engineering, user documentation/procedures, and issue identification,
    recommendation formulation, escalation as necessary and resolution. Recommends changes to policies and procedures. Coordinates efforts to ensure procedures that cross interdepartmental functionality are efficient.
  • Performs all other miscellaneous responsibilities and duties as assigned.
Qualifications

1) Education: Bachelor's degree from an accredited institution with major in business or related area, or equivalent business experience.

2) Experience: Level is dependent on years of experience and size/complexity of prior positions held.
  • Level I: Minimum 5 - 7 years of business experience with 3 - 5 years sales/service experience in financial services and products, with a preference in retail banking and/or commercial banking and/or operations. Requires prior systems project management, other non-IT project management, and responsibility for multi-media communication or its evaluation. Previous team leadership exposure/supervisory or managerial experience preferred.
  • Level II: Minimum 7 years business experience with minimum of 5 years sale/service experience in financial services and products, with a preference in retail banking and/or commercial banking and/or operations. Requires prior systems project management, other non-IT project management and responsibility for multi-media communication or its evaluation. Previous managerial experience preferred.
3) Technical Skills: Demonstrated proficiency and advanced expertise with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access, Power Point and SharePoint) or similar software. Knowledge of or ability to use Bank software and systems. Should have advanced spreadsheet and PowerPoint presentation proficiency.

4) Other Job Qualifications: Ability to work across multiple departments and divisions and with all levels of management with minimal supervision. Demonstrated written/verbal communication and presentation skills; sales/service, marketing, management, problem solving, and analytical skills. People-oriented with commitment to delivering high customer satisfaction and quality results. Flexible enough to work on multiple projects that may require restructuring due to shifting demands, unforeseen events and changing priorities. Must have strong interpersonal and team building/management skills. Able to provide own transportation and arrive in a timely manner as required. Must be able to work evenings, weekends and holidays as assigned, Travel by air as required. Able to lift/push/carry up to 15 lbs.

As a Bank of Hawaii employee, you ensure (or assist with ensuring) 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.

Delivering exceptional customer experiences is at the heart of what we do at Bank of Hawaii. We listen, understand and deliver what our customers need to help them build a better tomorrow.

We are an EEO/AA employer, including disability and veterans. For Bank of Hawaii's full EEO statement, please visit