Senior Branch Ambassador

Union Bank of the Philippines; Philippinen; Vor Ort; PHP 800.000 - 1.200.000; Vollzeit

Zusammenfassung

Union Bank of the Philippines is seeking a Senior Branch Ambassador to oversee daily branch operations, ensure adherence to policies, and drive service quality across the branch. You will manage staff, handle customer complaints, and coordinate with internal control units to safeguard assets.

The role requires strong leadership, a focus on compliance, and experience in banking operations. This position emphasizes customer satisfaction, efficiency, and reliable execution of procedures within a

Qualifikationen

• Experience in branch operations and service delivery.
• Knowledge of banking policies and audits.
• Ability to manage customer complaints and ensure service quality.
• Strong leadership and people-management capabilities.
• Certification in Lean Six Sigma Orange Belt preferred.

Aufgaben

• Oversee day-to-day branch operations and ensure policy compliance.
• Manage complaints and ensure timely resolutions.
• Maintain service quality and branch cleanliness.
• Supervise Branch Ambassador and Jr Ambassador.
• Coordinate with HR and DOLE inspections.

Kenntnisse

Branch operations management

Quality assurance

Customer service excellence

Regulatory compliance

Leadership

Communication skills

Lean Six Sigma Orange Belt

Jobbeschreibung

Group Company: Union Bank of the Philippines

Designation: Senior Branch Ambassador

Job Summary

Responsible for managing the day-to-day supervision of branch operations and service delivery, including proper observance of the Bank's Code of Conduct and other policies, ensuring:

• compliance to regulations, bank policies (pass audits), Code of Conduct
• zero operational losses (no losses due to frauds, irregularities, negligence & errors)
• complaints management (all customer complaints/feedback are immediately addressed to the satisfaction of clients) -increased productivity in terms of cost reduction and waste elimination
• adherence to premises standards
• proper personnel selection
• Service Quality
• Responsible for sales fulfillment and ensures retention of accounts and solicits additional business from existing and walk-in clients.
• Ensures that the branch projects a customer service-oriented and efficient image, worthy of client's patronage, through:
• Well-trained, supported, and motivated service staff;
• Well-appointed premises, furniture, and equipment, with immaculately clean service areas and restrooms; and
• Accurate, responsive, and timely customer service.
• Acts as the chief Quality Assistance officer (QAO) of the branch.
• Monitors the branch's service quality level in relation to client expectations and internal service standards, and eliminates any obstacles to efficient service delivery. Establishes operating policies to address these expectations.
• Obtains commitment from both individuals and the entire branch team to meet clients individual needs.
• Receives and acknowledges customer complaints/requests, and records them in the system or equivalent. Conducts an initial review and investigation of the complaint.
• Processes complaints, including coordinating with the relevant unit for resolution.
• Monitors complaint resolution to ensure compliance with prescribed turnaround time.
• Provides official feedback to the customer.
• Reports on cases logged in the system, generated by BCEG on behalf of the QAO, for monitoring purposes.
• Anticipates potential problem situations, develops plans to address them, and continuously seeks opportunities for improvement.
• Effectively recommends new or revised procedures, forms, reports, or office layout to the RSOO, aiming to enhance productivity and service quality in the branch to satisfy clients.
• Operations Efficiency, Productivity, and Compliance
• Approves/co-approves transactions and documents in accordance with the approved authority policies (MCs, DDs, TTs, CTDs, bills purchased, payments, withdrawals, fund transfers, check encashments, etc.).
• Verifies and Posts transactions beyond the authority limits of the SSAs and SSOs.
• Verifies and records transactions that exceed the authorized limits of the Jr Ambassador and Ambassador.
• Enforces joint custodianship and dual control over cash in vaults, safes, and accountable forms, as well as items held for safekeeping and collateral documents. Balances and reviews these regularly.
• Ensures proper booking and reversal of Contingent Accounts.
• Informs clients about RCOCI, technically defective checks, and returned check deposits, and ensures that appropriate action is taken before the cut-off time.
• Validates the accuracy of single entries on nominal accounts originated by other responsibility centers on a daily basis.
• Checks that Subsidiary Ledgers of branch-level accounts match the balances in the General Ledger for various categories such as CIV, Bills Purchased, RCOCI, Late deposits/payments, Items held for safekeeping/collateral, Outward bills for collection, Suspense accounts, and Sensitive accounts.
• Immediately verifies all transactions posted in his terminal against source documents.
• Balances all branch transactions at the end of each day.
• Monitors the balances of sundry and sensitive accounts daily and ensures that they are properly reversed within the allowed period.
• Ensures that daily transaction reports/documents are complete, accounted for, and securely stored.
• Prepares and reviews all required branch reports on a daily, weekly, and monthly basis.
• Maintains and safeguards documents/records in his section for easy retrieval when needed.
• Ensures timely payment of taxes and licenses, such as mayor's permit, signage permit, sanitary permit, etc.
• Acts as the primary custodian of the right or upper vault door combination, cash safe dial combination, and ATM vault dial combination.
• Ensures that passwords for branch personnel are changed every three months or immediately if compromised or affected by transfers/separations.
• Prepares the monthly Risk Control Self-Assessment and takes immediate action to address or correct any identified risks; submits a copy of the self-assessment report to RSOO.
• Handles internal auditors, BSP examiners, and other internal/external inspectors/reviewers.
• Prepares responses to audit reports in coordination with the RSOO.
• Ensures that any audit findings are resolved within three months from the date of the audit report.
• Strictly follows adequate security and safety measures.
• Investigates, prepares, and submits reports to the RSOO within 48 hours of discovering actual or suspected cases of fraud, irregularities, or other incidents causing actual or potential losses.
• Exercises authority delegated by the Bank or higher authorities.
• Performs or ensures the performance of all internal control/review functions to prevent, detect, and correct risks.
• Recommends continuous process improvements, cost reduction measures, and waste and risk elimination processes.
• Acts as the Emergency Response Team Leader for the branch, including attending first aid certifications and applying first aid when necessary.
• Coordinates with HR and represents the Bank during DOLE Labor Inspections.
• Ensures proper implementation of the Business Continuity Plan (BCP) during emergencies as outlined in the BCP Manual.
• Conducts daily security checks of their assigned workstation and all workstations.
• Adheres strictly to employee security responsibilities, such as the clean desk policy and data privacy.
• Performs any other duties required and related to the Job Responsibilities and Duties of this position.
• Management of People and other Resources
• Manages and supervises the Branch Ambassador and Jr Ambassador
• User ID function will be adjusted in a case-to-case basis upon approval of RSOO (i.e., Ambassador) for business continuity purposes.

Experience And Other Qualifications

• Undergoes and passes Ambassador Training and Certification Course.
• Expertise and overall management of branch compliance, branch service quality, and cost effectiveness measures.
• Competence on the latest banking and financial services industry trends and practices.
• Expertise in UBP digital banking operations, procedures, services.
• Expertise in branch operating systems.
• Adept in both written and oral communication.
• Undergoes and passes Lean Six Sigma Orange Belt Certification, Leadership Capability Trainings and Digital Capability Enhancing Seminars.