Branch Operations & Customer Experience Lead

Union Bank of the Philippines; Santiago; On-site; PHP 240,000 - 420,000; Full time

Job summary

The Union Bank of the Philippines is seeking a Branch Ambassador (Customer Assistance Officer) to oversee branch platform operations, service delivery, cash handling, and account servicing. You will supervise Junior Ambassadors, drive service standards, and support business growth while ensuring regulatory compliance.

You will deliver excellent customer experiences, manage cash operations and cross-functional coordination with internal teams, contributing to operational efficiency and risk

Qualifications

• Bachelor's degree in business, finance, accounting, banking, or related field.
• Experience in branch banking, customer service, cash operations, or account servicing.
• Strong knowledge of branch operations and customer service principles.
• Familiarity with AML/KYC, regulatory compliance, and operational controls is an advantage.

Responsibilities

• Deliver excellent customer service and handle customer concerns, requests, and complaints.
• Drive account retention, cross-selling, and referral generation to support branch sales goals.
• Process and oversee account opening, account maintenance, placements, manager's checks, and other platform transactions.
• Manage branch cash operations, vault balances, cash controls, and ATM-related activities.
• Ensure accuracy of transactions, documentation, reports, and branch records.
• Monitor compliance with internal controls, AML/KYC requirements, and data privacy policies.
• Supervise, coach, and develop Junior Ambassadors to achieve service and operational standards.
• Coordinate with internal units to ensure timely resolution of customer and operational issues.
• Support branch administration, reporting, and business continuity activities.

Skills

Leadership

Communication

Relationship building

Detail-oriented

Problem solving

Organizational skills

Education

Bachelor's degree

Job description

The Union Bank of the Philippines is seeking a Branch Ambassador (Customer Assistance Officer) to oversee branch platform operations, service delivery, cash handling, and account servicing. You will supervise Junior Ambassadors, drive service standards, and support business growth while ensuring regulatory compliance.

You will deliver excellent customer experiences, manage cash operations and cross-functional coordination with internal teams, contributing to operational efficiency and risk