Service Fulfillment Officer

BDO Unibank; Hinoba-an; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

BDO Unibank in the Philippines seeks a skilled Service Fulfillment Unit Head to oversee the Service Fulfillment Unit, ensuring queries and concerns from CBG Auto, Home, and SME loan clients are resolved within standard service levels. You will guide extension offices and align work processes to deliver consistent customer service.

You will supervise case monitoring, approve amendments per policy, coordinate communications, support business development programs, prepare weekly and monthly

Responsibilities

• Track status of escalated cases with turnaround times and monitor resolution of complaints and special handling cases.
• Approve loan amendments based on the approved matrix; review memos endorsed to Consumer Banking Business Unit and Group Head for approval.
• Review customer communications prepared by Section Head and perform check-up and recovery calls as needed to resolve complaints.
• Support various Business Units in their development programs and improve customer experience (e.g., update ICBS contacts).
• Prepare reports such as weekly backlog of case logging/resolution, monthly CAMS report, and monthly OCLS performance report to Department Head.
• Escalate deviations affecting work processes to Department/Group head.
• Recommend work steps and system enhancements to improve processes.
• Check and update policies and procedures (e.g., PPC, eLearning materials, Infocast, guidelines).
• Monitor enrollment of team members in mandatory training to improve service quality and customer experience of loan clients.
• Train new hires and internal transfers; develop training materials as needed.
• Conduct regular revalida sessions to ensure correct implementation of work processes.
• Lead coaching sessions and develop Performance Development Plans for under-productive personnel.
• Lead the unit in delivering high-quality service with a culture of customer service and continuous improvement.
• Build capabilities to achieve people and organizational objectives.
• Establish leadership and business continuity planning for key positions and identify successors.
• Foster a positive team environment through teamwork, coaching and mentoring.
• Perform other related functions as assigned.

Job description

Job Mandate

The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts in the Extension Offices (EOs) and aligned in the execution of work processes.

Duties and Responsibilities

Review, Check and Monitor Cases

1. 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of complaints and special handling cases (ie. VIP/Complex/Unusual)
2. 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor endorsed to Consumer Banking Business Unit and Group Head for approval.
3. 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve customer complaints, as needed.
4. 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact information in ICBS, improvement of customer experience)
5. 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to Department Head.
6. 6. Escalates to Department/Group head for proper handling of deviations affecting work processes.

Work Process Management

1. 7. Recommends work steps and system enhancements that results to process improvements.
2. 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work processes)

Unit Performance Management

1. 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve service quality and enhance customer experience of loan clients.
2. 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training materials, as needed.
3. 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation of work processes.
4. 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the necessary Performance Development Plan.
5. 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement.
6. 14. Builds and sustains capabilities to achieve both people and organization objectives.
7. 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing identified potential successors.
8. 16. Advocates a positive team environment through teamwork, coaching and mentoring.
9. 17. Performs other related functions that may be assigned from time to time.

Job Mandate

The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts in the Extension Offices (EOs) and aligned in the execution of work processes.

Duties and Responsibilities

Review, Check and Monitor Cases

1. 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of complaints and special handling cases (ie. VIP/Complex/Unusual)
2. 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor endorsed to Consumer Banking Business Unit and Group Head for approval.
3. 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve customer complaints, as needed.
4. 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact information in ICBS, improvement of customer experience)
5. 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to Department Head.
6. 6. Escalates to Department/Group head for proper handling of deviations affecting work processes.

Work Process Management

1. 7. Recommends work steps and system enhancements that results to process improvements.
2. 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work processes)

Unit Performance Management

1. 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve service quality and enhance customer experience of loan clients.
2. 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training materials, as needed.
3. 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation of work processes.
4. 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the necessary Performance Development Plan.
5. 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement.
6. 14. Builds and sustains capabilities to achieve both people and organization objectives.
7. 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing identified potential successors.
8. 16. Advocates a positive team environment through teamwork, coaching and mentoring.
9. 17. Performs other related functions that may be assigned from time to time.

Job Mandate

The Service Fulfillment Unit Head is primarily responsible for the overall management and supervision of the Service Fulfillment Unit with an objective that queries and/or concerns of Consumer Banking Group (CBG) Auto, Home and Small Medium enterprise (SME) loan clients are addressed and resolved within the Bank’s standard service levels at all times. This also includes guidance of counterparts in the Extension Offices (EOs) and aligned in the execution of work processes.

Duties and Responsibilities

Review, Check and Monitor Cases

1. 1. Track status of cases that are escalated, with past-turn around time (for both case logging and resolution) and monitor resolution of complaints and special handling cases (ie. VIP/Complex/Unusual)
2. 2. Approves requests related to loan amendment based on approved approval matrix. Reviews memo prepared by officer / processor endorsed to Consumer Banking Business Unit and Group Head for approval.
3. 3. Reviews customer communications prepared by Section Head and performs check-up and recovery calls required to resolve customer complaints, as needed.
4. 4. Supports various Business Units in their respective business development programs, as needed. (ie. contribute to updating of contact information in ICBS, improvement of customer experience)
5. 5. Prepares reports such as weekly backlog in case logging and resolution, monthly bank-wide BSP Consumer Assistance Management System (CAMS) Report and monthly On-line Consumer Loan Services (OCLS) Performance Report submitted to Department Head.
6. 6. Escalates to Department/Group head for proper handling of deviations affecting work processes.

Work Process Management

1. 7. Recommends work steps and system enhancements that results to process improvements.
2. 8. Checks and updates policies and procedures as needed. (ie. PPC, eLearing materials, Infocast, implementing guidelines and work processes)

Unit Performance Management

1. 9. Monitors enrollment of team members in all mandatory NewHire, Regulatory, LAD, Training and Development e-Courses to improve service quality and enhance customer experience of loan clients.
2. 10. Train new hires and transferred employees from other or within the Department / LAD Units. This includes developing training materials, as needed.
3. 11. Regularly performs revalida sessions to Section Heads, Service Fulfillment Officers and Processors to check correct implementation of work processes.
4. 12. Regularly conduct coaching sessions and review progress of deficient under-productive personnel of the Unit an prepare the necessary Performance Development Plan.
5. 13. Leads the unit in delivering high quality service within a culture of customer service and continuous improvement.
6. 14. Builds and sustains capabilities to achieve both people and organization objectives.
7. 15. Establishes leadership and ascertains business continuity in all key/critical positions in the organization by actively developing identified potential successors.
8. 16. Advocates a positive team environment through teamwork, coaching and mentoring.
9. 17. Performs other related functions that may be assigned from time to time.

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