Unit Head - Branch Care Services

Chinabank PH; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Chinabank PH is seeking a Branch Care Services Unit Head to lead the Branch Care Services Unit within the Non-Voice Department. The role oversees handling of branch-endorsed customer concerns, service requests, inquiries, and account maintenance through non-voice channels, ensuring timely resolution and SLA adherence.

The Unit Head serves as a liaison between branches and support units, driving coordination, process compliance, and operational excellence while fostering customer-centricity and

Qualifications

• Bachelor's Degree in Business Administration, Management, Banking and Finance, Marketing, Communications, or related field.
• 5-8 years of experience in banking operations, customer service, contact center operations, branch support, or customer experience management.
• 3 years of supervisory or managerial experience leading customer service or operations teams.
• Experience in non-voice servicing channels, customer complaint handling, and branch support operations is highly preferred.

Responsibilities

• Lead and manage the Branch Care Services Unit within the Non-Voice Department.
• Oversee handling of branch-endorsed customer concerns, service requests, inquiries, and account maintenance requests.
• Ensure timely resolution of branch concerns and adherence to SLAs.
• Serve as liaison between branches and support units to drive coordination and process compliance.

Skills

Banking knowledge

Customer service

Leadership

Analytical skills

Communication

Productivity & reporting

Education

Bachelor's degree

Job description

The Branch Care Services Unit Head is responsible for leading and managing the Branch Care Services Unit within the Non-Voice Department. The role oversees the efficient handling of branch-endorsed customer concerns, service requests, inquiries, account maintenance requests, and operational support through non-voice channels. The position ensures timely resolution of branch concerns, adherence to service standards, achievement of service level agreements (SLAs), and continuous improvement of customer and branch partner experience.

The Unit Head serves as the primary liaison between branches and various support units, ensuring seamless coordination, issue resolution, process compliance, and operational excellence while fostering a culture of customer-centricity and continuous improvement.

Job Qualifications

• Bachelor's Degree in Business Administration, Management, Banking and Finance, Marketing, Communications, or related field.
• At least 5-8 years of experience in banking operations, customer service, contact center operations, branch support, or customer experience management.
• At least 3 years of supervisory or managerial experience leading customer service or operations teams.
• Experience in non-voice servicing channels, customer complaint handling, and branch support operations is highly preferred.

Knowledge and Skills

• Strong knowledge of banking products, services, and operational processes.
• Strong customer experience and service management skills.
• Excellent leadership, coaching, and stakeholder management abilities.
• Strong analytical and problem-solving skills.
• Proficiency in productivity, reporting, and customer servicing systems.
• Excellent written and verbal communication skills.
• Knowledge of BSP regulations, data privacy requirements, and banking compliance standards is an advantage.