on "March 10, 2021 3:09 pm"

Honolulu Federal Credit Union (HFCU) dba HOCU was chartered on December 3, 1936 as a financial cooperative for U.S. Federal Employees employed in Honolulu. It was the fifth credit union formed in what was then the Territory of Hawaii.  The credit union was chartered as a not-for-profit cooperative, owned and operated for the benefit of its members.  Our mission statement reflects this dedication: "We are committed to serve our members by providing quality services, products and education to help achieve their financial success."

Senior Branch Administration Manager

Purpose of position:  Responsible for managing and developing operational improvements and efficiencies within the Retail Delivery Division in support of innovation, growth and profitability of the branches.   Develops and manages internal Call Center.  Develops high quality sales and service culture and encourages growth and retention of member relationships through improved and value-added policies and procedures.  Oversees & directs management of facilities, equipment and storage and retention of records.  Ensures compliance with applicable laws, regulations, regulatory requirements and Bank policies and procedures, including but not limited to those related to Anti-Money Laundering laws and regulations, Bank Secrecy Act and USA PATRIOT Act.  Communicates to management issues or situations that may be detrimental to the Financial Health and Reputation of the credit union.  Supports decisions of the Board of Directors, Executives and Management, and helps promote the organizational and strategic plans.  Provides and practices Excellence in Service.

Essential Functions:

Partners with Retail Branch Management and reviews, recommends, develops and implements operational improvements and efficiencies within the Retail Delivery Division.  Oversees and ensures the implementation of new policies and procedures that support member service and branch efficiency, growth, innovation and profitability.   Drives collaboration across business lines to develop new and effective solutions to improve service performance.  Provides training and monitors high quality sales and service culture.  Provides feedback and support as needed to ensure process improvements are implemented appropriately.

Analyzes and provides reports on branch improvement, efficiency and training activities, including, but not limited to, production, costs analysis and various programs, as requested.

Develops, directs and manages inhouse Call Center, including operational planning, organization and budget control.  Plans and organizes Call Center sales and servicing, including, but not limited to, assisting with delivery of product and marketing programs.  Coordinates the activities of the staff to ensure that established goals, objectives and member services are met and ensures adequate staffing.  Provides supervision, guidance and training to staff on policies and procedures and as needed.  Identifies and addresses customer and operational issues with appropriate resolutions.  Manages the quality of production and the stability and efficiency of operations at the Call Center. 

Responsible for the management of all employees in the designated department(s) including staffing and scheduling, compensation, performance management, training and development.  Monitors staff performance and attendance, conducts timely progress reviews and performance goals, and oversees staff compliance to policies and procedures.  Goal is to attract retain and motivate the team to achieve management business objectives and maintain a favorable employee relations climate. 

Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff. 

Oversees enterprise wide facility and equipment management and information systems.   Partners with department management to maintain current status and research and present recommendations for improvements and updates to facilities, equipment and information systems.  Provides direction and support to branches and departments managing area facilities and equipment to ensure member and staff comfort and security.  Directs and coordinates vendors to ensure current usage, service levels, operational controls and security measures within established policies and guidelines.  Develops and maintains enterprise wide administrative policies and procedures, and with department management, determines exceptions based on facility requirements. 

Manages and maintains enterprise wide record retention and storage policy and procedures.  Effectively works with departments in determining document retention plan and policy. 

Develops and manages appropriate budgets for projects and department.  In collaboration with Executive Management, manages appropriate procurement and contract process, as needed.

Performs all other miscellaneous duties and responsibilities. 

Minimum Qualifications:

Four (4) years post-secondary education in Business or related program from an accredited educational institution.

Senior Manager:  with 10 years progressive credit union frontline or call center management experience preferred.  Alternate experience includes high school diploma, GED, or similar approved diploma program i.e. CBCDSP and 12 years of progressive credit union frontline or call center management experience.   Five years management/supervisory experience preferred.  Three years facility management experience preferred.

Ability to build strong working relationships and partnerships across the organization with a collaborative and consultative approach.  Ability to identify and resolve problems, identify process improvement opportunities, implement change and establish internal controls.  Demonstrated skills in leading, mentoring, team building, training and establishing a strong sales and service culture.  Attention to detail and organization to prioritize and meet deadlines.  Excellent communication skills, including verbal, written and listening, to all levels of staff and customers, with tact and diplomacy.   Must demonstrate commitment, dependability and respect for other employees.

Physical Demands:  Sitting and typing for continuous periods up to four (4) hours.  Use of vision, hearing, speech, and working with hands.  Moving and lifting up to 25 pounds.  Must be able to provide own ground transportation and arrive at intended destination in a timely manner and/or as required.

Please send resume and salary requirements to:

Human Resources
PO Box 235862 
Honolulu, HI  96823-3515 
Or email:  ctodd@myhocu.com

An Equal Opportunity Employer

Honolulu Federal Credit Union does not discriminate based on race, color, religion, sex, national origin, disability, age, genetics, sexual orientation, gender identity, gender expression, marital status, arrest and court record, AIDS/HIV status, credit history or report, and status as a victim of sexual or domestic abuse, in all phases of employment, including, but not limited to, recruitment, performance management, compensation and salary, benefits and training.