Service Fulfillment Unit Lead

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

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