Job Summary
Responsible for overall branch operations, service delivery, and compliance with bank policies and regulatory requirements. Ensures strong operational controls, excellent customer experience, employee engagement, and achievement of productivity and sales targets while maintaining zero operational losses.
Key Accountabilities
Operations & Compliance
- Oversee day-to-day branch operations ensuring compliance with BSP regulations, bank policies, and Code of Conduct
- Maintain zero operational losses through strong internal controls, audits, and risk management
- Ensure timely resolution of audit findings and regulatory concerns
- Safeguard branch assets, records, cash, vaults, and accountable forms
- Ensure branch premises, equipment, and security standards are consistently met
Financial Performance & Productivity
- Drive cost efficiency, waste reduction, and operational productivity
- Lead in-branch selling and telesales of bank products and services
- Monitor and achieve assigned branch and telesales targets
Risk Management
- Liaise with internal auditors, BSP examiners, and other regulators
- Ensure proper implementation of internal control, dual control, and custodianship standards
- Investigate and report fraud, irregularities, or potential losses
Customer Experience
- Ensure high service quality and adherence to service standards
- Manage customer complaints and feedback within regulatory timelines
- Maintain strong relationships with key stakeholders and regulatory partners (e.g., DepEd)
People Management & Engagement
- Lead, coach, and develop branch officers and service associates
- Conduct regular briefings, meetings, and performance reviews
- Support employee engagement initiatives and ensure proper manpower planning
- Ensure proper hiring, training, rotation, and discipline of branch personnel
Strategy & Execution
