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Merchant Services Service and Operations Manager

Bank of Hawaii

Oahu, HI
Job Code:
Bank of Hawaii
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Job Details

Merchant Services Service and Operations Manager-1600949

Under the direction of the Unit Manager of Merchant Services, this position manages the Retention Team consisting of Relationship Officers and Point of Sale (POS) Specialist to provide guidance and direction to maintain the highest level of sales, service, product needs, merchant set ups, pricing and profitability, compliance, policies/procedures and retention for existing clients; for increasing credit card processing volume and revenues through client retention and maintenance.  Manages the service and operational areas of the department and vendor contractual obligations and performance.  If applicable or appropriate, assists in 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 serving as the Excellence in Sales/Service (ESS) champion for the unit.  This includes planning, executing, monitoring and measuring the service process. 



  • Supervises, directs and guides Retention Team to meet unit goals and objectives.
  • Coaches, motivates, educates and trains staff to provide the highest professional level of service.
  • Responsible for the management of all employees in the team including staffing and scheduling, compensation, performance management, training and development. 
  • Goal is to attract, retain and motivate team and maintain a positive employee relations environment. 
  • Ensures timely and effective management of Human Resources forms and documents relevant to immediate staff.
  • Develops and maintains a strategic development and marketing plan to monitor sales/retention effort and goals for the Retention team, includes unit and individual goals by district.
  • Leads staff in developing and implementing sales plans to retain and expand existing and profitable relationships.
  • Focuses on individual and team performance towards achieving goals and linking them to the unit’s goals. 
  • Provides management reporting to measure and forecast sales/retention plan results.
  • Develops and maintains roles, policies and procedures for Service and Operations Department.
  • Maintains a service and operational level of contact with vendors. 
  • Manages vendor contractual obligation to ensure performance and service level agreements are met within established guidelines and terms. 
  • Reports and tracks vendor performance and service level issues. 
  • Manages these issues to ensure timely resolution.
  • Keeps informed of current bank policies, procedures, federal laws and regulations, and Card Association’s compliance/pricing changes and product development. 
  • Maintains strong knowledge of all new merchant services products, programs and sales promotions.
  • Presides over service and product knowledge meetings.
  • Develops project budget, plans and directs project tasks to meet Credit Card Association’s Compliance & Business enhancements and Bank/Vendor objectives. 
  • Develops, edits, reviews, and/or implements training materials, SPM, merchant/branch communication or marketing inserts/ correspondence, functional procedures for unit and vendor and system/product conversions. 
  • Manages and tracks progress and completion to established target dates.
  • Maintains and deepens relationships with an assigned portfolio of clients as well as developing new business.
  • Maintains contact and association with various organizations to enhance and build a strong referral network. 
  • Maintains relationships with all profitable/value clients in the portfolio.
  • Works closely with cross-functional areas of the organization to generate sales across divisional lines.
  • Provides reporting and data analysis to monitor and manage portfolio profitability. 
  • Participates in community activities and events.





  • Bachelor’s degree from accredited institution or equivalent work experience.



  • Minimum seven years of work experience in progressively more responsible positions in banking operations, financial services operations or high volume technical operations function of other business. 
  • Credit card processing business preferred. 
  • Work experience should include at least five years of lead/supervisory/management experience.


Technical Skills: 

  • Demonstrated proficiency with personal computers in a networked environment and Microsoft applications (Outlook, Word, Excel, Access and PowerPoint) or similar software. 
  • Ability to write advanced Access queries and Excel formulas required. 
  • Knowledge of or ability to use Bank software, systems and equipment, including credit card processing systems and equipment, Customer Information System (CIS), Mobius, and other platform/sales tracking automation systems. 


Other Job Qualifications: 

  • Demonstrated verbal and written communication skills. 
  • Must be analytical, detail oriented, organized. 
  • Able to meet deadlines and handle multiple priorities.
  • Demonstrated competencies in the areas of planning, leading, organizing, directing, process and project management. 
  • Effective and efficient team player with excellent interpersonal skills, who can also resolve problems independently. 
  • Must be customer service oriented and exhibit a positive mental attitude. 
  • Good knowledge of banking industry and products, as well as banking compliance as it pertains to credit card business.
  • Able to work flexible hours including holidays, weekends and evenings as needed.
  • Must be able to provide own transportation or to operate a vehicle with a valid driver’s license, and able to commute to appointments. 
  • Able to travel by air. 
  • Must be able to push/lift 30 pounds.


All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identification, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.


Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Feb 27, 2017, 1:52:40 PM
Unposting Date Ongoing

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