Branch Operations & Customer Experience Lead

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

Job summary

BANK OF THE PHILIPPINE ISLANDS is seeking an Assistant Business Manager (ABM) to oversee branch operations and deliver timely customer service aligned with the bank’s objectives. The ABM will control transactions, supervise staff, ensure KYC compliance and maintain audit readiness.

The role emphasizes risk management, branch governance, customer satisfaction, and cross-selling initiatives to support business growth and regulatory compliance within the Philippines.

Responsibilities

• Approves branch transactions within approval limit and endorses/ secures approval for transactions beyond authority.
• Approves over‑the‑counter transactions: cash and check deposits, withdrawals, encashment/check payment, bills payments and sundry transactions.
• Approves auxiliary transactions: foreign exchange, sale of manager’s check and demand draft, remittance, debit card and checkbook requests, bank certification and bank statement requests, check‑free enrollment, stop payment order.
• Performs approval of bills purchase transactions in the system, case‑to‑case or against BP line.
• Monitors and handles sundry transactions like offline earmarking, flagging and lifting items on hold.
• Approves opening of accounts and seeks Area Business Director approval for high risk customers.
• Approves updates to customer bank records and amendments as needed.
• Ensures KYC and transaction documents are reviewed, scanned and filed properly.
• Reviews and approves uploading specimen signature cards for new and existing accounts.
• Monitors Time Deposit maturities and conducts enhanced due diligence on applicable transactions.
• Maintains acceptable branch operations, policies, procedures and regulatory standards to ensure audit ratings and risk controls.
• Submits timely regulatory reports and AML inquiries/alerts; reviews critical branch reports.
• Manages custodianship of cash-in-vault and other accountable items; ensures safe keeping.
• Ensures secure handling of passwords, keys and system access; participates in risk control activities.
• Resolves customer inquiries and complaints; aims for high customer satisfaction and cross-selling opportunities.
• Leads branch staff, sets goals, and ensures training and development for all personnel.
• Oversees compliance with Bank rules and ethical standards; coordinates disciplinary actions when needed.
• Drives regular branch meetings, communicates updates, and manages cross-posting or rotation of staff as required.
• Performs other duties assigned by management.

Job description

BANK OF THE PHILIPPINE ISLANDS is seeking an Assistant Business Manager (ABM) to oversee branch operations and deliver timely customer service aligned with the bank’s objectives. The ABM will control transactions, supervise staff, ensure KYC compliance and maintain audit readiness.

The role emphasizes risk management, branch governance, customer satisfaction, and cross-selling initiatives to support business growth and regulatory compliance within the Philippines.