Role Summary
The Branch Service Officer oversees day-to-day branch operations to ensure efficient service delivery, strict compliance with banking regulations and internal policies, strong risk controls, and excellent customer experience. The role ensures zero operational losses, timely resolution of customer complaints, and adherence to branch premises and service standards.
Key Responsibilities
Branch Operations & Service Delivery
- Supervise daily branch operations, ensuring compliance with bank policies, Code of Conduct, and regulatory requirements.
- Ensure zero operational losses through effective controls, dual custody, and reconciliation practices.
- Oversee cash management, vault and ATM operations, end-of-day balancing, and account reconciliations.
- Ensure proper KYC, documentation, record-keeping, and 100% digitization of customer records.
- Prepare and submit required daily, weekly, and monthly branch reports.
Risk Management & Compliance
- Maintain excellent audit ratings and ensure timely closure of audit findings.
- Implement and monitor internal controls to prevent fraud, errors, and operational risks.
- Ensure compliance with AML/KYC, customer due diligence, and other regulatory standards.
- Enforce security, safety, and premises standards at all times.
Sales & Productivity Support
- Support in-branch selling of bank products and services.
- Monitor and support branch telesales performance.
- Drive productivity through cost control, process improvement, and waste reduction.
Customer Experience & Relationship Management
- Handle and resolve customer complaints and inquiries within prescribed timelines.
- Ensure high customer satisfaction and adherence to service standards.
- Support customer satisfaction surveys (e.g., NPS).
- Maintain strong relationships with DepEd, regulatory bodies, and key stakeholders.
People & Administrative Oversight
- Ensure proper personnel selection and adherence to operational standards.
- Act as authorized signatory for branch operating expenses, within delegated limits.
