About the Company
The organization is afast-growing, technology-driven financial services company in the Philippines, backed byinternational fintech investorsandoperatedthroughSEC-registered financial institutions. It is committed to promotingnationwide financial inclusionby offeringfair, accessible, and user-friendly digital lending and financial products, particularly to underserved communities.
Operating in ahighly regulated environment, the company adheres strictly toBSP regulations, including relevant provisions of theManual of Regulations for Banks (MORB)and applicable BSP circulars. Team members are given the opportunity to contribute to amission-driven, high-impact organizationthat combines strong governance, innovation, and customer-centric financial solutions, supported by globalexpertiseand best-in-class technology.
Job Summary
The Branch Operations Manageris responsible foroverseeing theend-to-end operational managementof a bank branch, ensuring efficient service delivery, strong internal controls, and full compliance withBSP regulations and internal policies. The role plays a critical part in supporting branch growth, operational excellence, and customer trust within a rapidly expanding, fintech-enabled banking environment.
Key Responsibilities:
Branch Operations Management
- Manage daily branch operations including teller transactions, customer servicing, cash handling, vault management, and back-office processes.
- Ensure operational efficiency, accuracy, and service continuity in line with established SOPs and service standards.
- Implement process improvements to support branch scalability and digital-enabled operations.
Compliance, Risk, and Controls
- Ensure strict compliance with BSP regulations, MORB provisions, AMLA, KYC, data privacy, and internal control policies.
- Monitor operational risks, conduct regular reviews, and address audit findings promptly.
- Enforce cash controls, fraud prevention measures, and branch security protocols.
People Management and Leadership
- Supervise, coach, and develop branch operations staff, including tellers and customer service personnel.
- Conduct performance evaluations, ensure proper staffing levels, and promote a culture of accountability and compliance.
- Support training initiatives related to operational excellence, compliance, and customer service.
Customer Service and Experience
- Ensure consistent delivery of high-quality customer service across all branch touchpoints.
- Handle escalated operational issues and customer complaints professionally and promptly.
- Support customer education on branch processes and digital financial solutions when applicable.
Performance and Reporting
- Track and manage operational KPIs such as transaction accuracy, turnaround time, cash balancing, audit ratings, and incident resolution.
- Prepare andsubmitrequired operational, compliance, and incident reports to Head Office on time.
- Coordinate with Head Office teams (Operations, Compliance, IT, Audit) on branch initiatives and system enhancements.
Qualifications:
- Bachelor's degree in Business Administration, Finance, Banking, Accounting, ora relatedfield.
- Professional banking certifications or postgraduate studies are an advantage.
- Minimum of58 years of banking experience, with at least35 years in branch operations or a supervisory/managerial role.
- Experience working inBSP-regulated institutions; exposure to fintech-enabled or digitally driven banking operations is a plus.
Skills and Competencies:
- Strong understanding of branch banking operations, BSP regulations, and compliance requirements.
- Proven leadership and people management skills.
- High attention to detail with a strong risk and control mindset.
- Excellent communication, problem-solving, and customer service skills.
- Comfortable working in a fast-paced, growth-oriented, and technology-driven environment.
