Process & Operations Specialist I/II

As an Individual Contributor, this role manages assigned operational processes, communications, and projects that improve workflow efficiency and frontline effectiveness. The role evaluates business needs, develops operational requirements and communications, establishes standards within assigned areas, and implements approved process and system changes.

Responsibilities

• Process Improvement: Evaluates operational processes, identifies gaps and improvement opportunities, and develops recommendations to improve efficiency, consistency, compliance, and frontline effectiveness. Implements approved changes within assigned scope and monitors results.

• Communication Strategy: Develops and executes communication strategies for assigned process changes, system updates, projects, and operational initiatives. Determines the appropriate audience, content, timing, and delivery method and creates clear communication that support frontline understanding and adoption.

• Operational Requirements and Standards: Determines operational requirements for assigned initiatives and develops related procedures, standards, and process documentation. Maintains established standards and recommends revisions based on operational needs, stakeholder input, and applicable requirements.

• Project Management: Manages assigned operational projects by defining deliverables, developing project plans, managing timelines, coordinating resources, and monitoring progress. Identifies issues, communicates project status, and manages implementation and follow-up activities.

• Stakeholder Collaboration: Engages frontline teams and business units to understand operational needs, evaluate concerns, and determine practical solutions. Builds alignment among stakeholders and communicates recommendations, requirements, and implementation expectations.

• Performs other responsibilities and duties as assigned.

Qualifications

• Level is dependent on years of experience and size/complexity of prior positions held.

• Level I: Bachelor’s degree in business administration, communications, operations management, or a related field. Equivalent work experience or certification(s) may be considered in lieu of degree.

• Minimum 2 years of experience in banking operations, process improvement, project management, operational communications, business operations, or a related field.

• Level II: Bachelor’s degree in business administration, communications, operations management, or a related field. Equivalent work experience or certification(s) may be considered in lieu of degree.

• Minimum 4 years of experience in banking operations, process improvement, project management, operational communications, business operations, or a related field. 

• Proficient with Microsoft Office applications.

• Intermediate knowledge and skill proficiency in communication, business writing, continuous improvement, cross-functional collaboration, customer experience, project management and technology literacy.

• Basic knowledge and skill proficiency in accuracy & efficiency, bank acumen, laws & regulations, and problem solving.

• Demonstrated ability to evaluate operational processes and manage assigned projects. Must be able to exercise sound judgment, manage competing priorities, engage stakeholders, and take accountability for assigned deliverables and outcomes.

  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 https://www.boh.com/careers.