Agency Banking Service Delivery Lead

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 400,000 - 700,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a dedicated customer service professional to create and manage processes supporting Agency Banking programs. You will engage partners, oversee complaints handling, and enhance service channels to improve client satisfaction.

Responsibilities include leading a team, monitoring performance, and coordinating with branches and partner agents to ensure timely responses and policy adherence.

Qualifications

• Bachelor’s degree in a business-related field.
• 2–3 years of experience in retail banking or related field.
• Knowledge of Microsoft Excel and banking products/services.
• Strong interpersonal and communication skills.

Responsibilities

• Engage and communicate with business partners to resolve agency banking complaints and requests within SLA.
• Manage the central repository of client complaints and requests from partners, merchant clients, contact center, and branches.
• Develop and manage customer service channels and templated responses for agency banking scenarios.
• Lead the Sales Channel Management framework to achieve business goals in agency banking partnerships.
• Lead and manage a team of customer service representatives to ensure high customer satisfaction.
• Attend to and fulfill Merchant Acquiring inquiries, requests and complaints promptly.
• Monitor team performance and provide coaching to meet performance metrics.
• Conduct regular team meetings and share updates on performance and new policies.

Skills

Interpersonal skills

Communication skills

Team leadership

Education

Bachelor’s degree in business

Tools

Microsoft Excel

Banking products knowledge

Job description

Bank of the Philippine Islands (BPI) is seeking a dedicated customer service professional to create and manage processes supporting Agency Banking programs. You will engage partners, oversee complaints handling, and enhance service channels to improve client satisfaction.

Responsibilities include leading a team, monitoring performance, and coordinating with branches and partner agents to ensure timely responses and policy adherence.