Service Manager (Metro Manila)

EastWest Bank; Metro Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

A well-known banking institution in Metro Manila is seeking an experienced Service Manager. The role involves overseeing store operations, ensuring compliance with internal and regulatory requirements, and enhancing customer service. Candidates must have a strong understanding of banking operations and experience in risk profiling. This position offers an onsite work arrangement, providing a dynamic work environment that aims for excellence in customer service and operational efficiency.

Qualifications

• Experienced professionals required for service management roles.
• Strong understanding of banking operations and compliance standards.
• Ability to verify customer information and conduct risk profiling.
• Monitor transactions including OTC with appropriate approvals.
• Manage documentation and approvals for time deposits and sundry transactions.

Responsibilities

• Oversee store operations and customer service compliance.
• Approve new account openings and verify customer information.
• Conduct EDD for high-risk clients and monitor transactions.
• Handle maturities, roll-overs, and terminations of time deposits and ensure proper settlements.
• Dispose inward/outward clearing items within timeframes and manage stop payments.
• Support Stores Compliance by logging, reporting, and resolving customer complaints.

Skills

Customer Service

Regulatory Compliance

Risk Profiling

Account Openings

People Leadership

Job description

About the Job

Our Retail Banking Group is looking for experienced professionals to join us across Metro Manilafor the role of Service Manager.

In this role, you will be responsible for overseeing overall store operations, ensuring excellent customer service compliant with internal controls, BSP, and AMLC regulatory requirements, and supporting the achievement of store profitability targets.

Location

Manila, Makati, Taguig, Pasig, Quezon City

Corporate Title

Assistant Manager to Manager

Work Arrangement

Onsite

What the role will entail

• Oversee and ensure compliance with the onboarding process, including internal and AMLC requirements, and approve new account openings
• Verify completeness of customer mandatory information in CIS and T24 systems and conduct client interviews
• Perform Risk Profiling and conduct Enhanced Due Diligence (EDD) for High Risk clients, validating identity and source of funds through CRPAS documentation
• Conduct negative watchlist checks and ensure proper documentation of NFIS results
• Check and approve over-the-counter (OTC) transactions above teller authority limits, including withdrawals, encashments, and transactions via client representatives with confirmation
• Monitor and handle maturities, roll-overs, and terminations of time deposit placements following policy and ensure proper settlement account funding
• Manage documentary completeness for individual and corporate clients, oversee bank certifications, and approve other sundry transactions supported by valid client instructions
• Dispose outward and inward clearing items within prescribed timeframes and handle returned checks and account restrictions (e.g., Stop Payment Orders)
• Act as Stores Compliance Assistance Officer by ensuring timely acknowledgment, logging, reporting, and resolution of customer complaints,