We are currently seeking a technically-savvy, customer experience focused, Application Platform Manager to join our Omni Channel Center Team. In this exciting new role, you will be responsible for the Bank’s new Online Appointment Setting functionality that will allow customers to directly schedule appointments online with the appropriate banker based on their needs. In this role, you will provide oversight over implementation and increasing the usage and growth of this new service. This role will also ensure a seamless and positive experience for customers while increasing sales opportunities for employees by keeping data feeds up-to-date and accurate. You will also oversee a successful systems integration with the Bank’s CRM system.

Essential Position Accountabilities include:

1. Growth of the Channel (40%) – Provide strategic oversight and ownership of the channel to increase adoption by both customers and employees. Collaborate with Digital Banking and Marketing to market the availability of the service to customers and prospects.

a) Change Management – Provide training guidance and support to RBG and other Departments as necessary. Provide metrics and best practices to leadership team that help the Business Units manage and coach the sales process .

2. Project Management (40%) :

a) Oversee the Integration of the Application with the Bank’s CRM system, including UAT , go-live planning and training/communication assistance. Providing technical support and troubleshooting for application issues raised during testing. Collaborate with the IT Security Teams at the bank to ensure the security of the application software.

b) Vendor Management – Responsible for vendor relationships, including compliance and documentation requirements in accordance with FHB’s Enterprise Vendor Risk Management Program, Business Continuity, and other related vendor management activities.

c) Online Appointment Setting Maintenance – As needed, work with vendor and FHB stakeholders to lead the implementation and upgrade of existing solution. Perform required regression testing of FHB.com entry points and data interchanges, including re-validation of existing ETLs of data imports and exports prior to the move to production.

3. Data Accuracy (20%) – Review data for accuracy with HR files, employee schedules, appointment types and business unit needs. Keep FHB.com entry points current and accurate.

Work Schedule

Monday - Friday 8:00 am - 5:00 pm (Hours may vary)

The ideal candidate will have:

• Bachelor’s degree in information technology, data analysis, business administration, or related field, or equivalent work experience

• 5 years’ experience in banking systems, banking applications support, IT systems, CRM systems, or related field

• Working knowledge of customer experience and sales process management

• Excellent communication and presentation skills

• Ability to communicate and collaborate with all levels of bank employees

• Must have analytical, planning and problem-solving skills.

• Experience with project management for development and implementation of applications highly desired