Manager, Operational Excellence

Position Function:

governance programs for the Office of Change Management. Works with business-unit leaders and process owners to monitor operational risks and controls, coordinate issue remediation, support regulatory examinations and audits, administer governance routines, and deliver approved process improvements. Works on the implementation of process improvements including, but not limited to programming, building AI agents, etc. Maintains clear documentation, reporting, and follow-up so that risks, control gaps, process performance, and improvement opportunities are visible and addressed. The role operates within frameworks, priorities, and standards established by senior leadership and second- and third-line partners; it recommends enhancements and escalates material issues rather than setting enterprise strategy or independently establishing governance frameworks.

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

Primary Accountabilities:

Process Improvement Delivery and Performance Reporting

• Manage approved process-improvement initiatives from intake through post-implementation review, including current-state analysis, requirements, root-cause evaluation, project planning, testing support, implementation coordination, and transition to the process owner.
• Work with business-unit managers and process owners to identify inefficiencies, manual work, control gaps, and service opportunities; develop practical recommendations within established priorities and available tools.
• Define and track implementation measures, cost or time savings, key success indicators, and post-production results; validate outcomes with process owners and report status to management.
• Maintain initiative inventories, schedules, decisions, supporting documentation, and periodic operational-governance reports.
• Works on the implementation of process improvements including, but not limited to programming, building AI agents, etc.

Operational Risk, Controls, and Compliance Execution

• Administer established first-line operational risk and control routines, standards, calendars, and reporting requirements for assigned business units.
• Monitor operational risks, control performance, compliance obligations, and remediation commitments; document status, follow up with owners, and escalate overdue or material items.
• Coordinate risk-event reporting, issue management, root-cause analysis, corrective-action tracking, and risk ranking of processes in accordance with approved methodologies.
• Partner with the Business Unit Compliance Officer and business leaders to promote adherence to Bank policies, procedures, applicable regulations, and control requirements.
• Coordinate evidence collection, readiness activities, responses, and follow-up for regulatory examinations, internal audits, compliance reviews, and control testing.
• Facilitate periodic operational risk assessments, control self-assessments, governance reviews, and user-access or other assigned control reporting; summarize results for management.
• Work with Compliance, Risk Management, Internal Audit, Information Security, and other second- and third-line partners to execute agreed actions and resolve identified gaps.

Policy, Procedure, and Knowledge Governance Administration

• Administer established governance programs for policies, procedures, forms, disclosures, and knowledge content, including ownership, review cycles, approvals, version control, and status reporting.
• Coordinate with content owners to keep documentation current, clear, accessible, and consistent with approved standards; identify and escalate overdue, conflicting, or incomplete content.
• Support training, communications, job aids, and knowledge transfer needed to sustain approved process, control, or documentation changes.

Team Management and Operational Administration

• Manage assigned staff and resources, including work allocation, coaching, training, performance feedback, development, and coverage planning.
• Prepare recurring management reports on team capacity, governance activities, process improvements, savings, risks, issues, and audit or examination support.
• Promote collaboration, accountability, timely execution, and consistent use of approved methods and tools.

Minimum Qualifications:

Education:

• Bachelor's Degree from an accredited 4-year university, preferably in Business, Management, Finance, Information Technology, Risk Management, or a related field; equivalent relevant work experience may be considered required.
• Master's Degree in Business, Management, Operations, Information Technology Risk Management, or a related field preferred.

Experience:

• 6+ years of relevant experience in banking operations, operational risk, compliance, governance, process improvement, technology or a related discipline required.
• 5+ years of experience implementing process, control, documentation, or systems changes and measuring results required.
• 2+ years of experience supporting operational risk assessments, internal controls, audits, examinations, issue management, or corrective-action tracking preferred.
• 2+ years of experience managing staff, project teams, or cross-functional resources required.
• Experience preparing management reporting and communicating with leaders, process owners, and risk partners required.
• Experience in a formal operational excellence, operational governance, or continuous-improvement function preferred.

License/Certification:

• Lean Six Sigma certification or equivalent continuous-improvement credential preferred.
• Project Management Professional (PMP) or comparable project-management credential preferred.
• Operational risk, compliance, audit, or banking certification relevant to the role preferred.

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.