CHIEF OPERATING OFFICER, RETAIL BANKING

CHIEF OPERATING OFFICER, RETAIL BANKING

A leading financial institution in Metro Manila is seeking a Chief Operating Officer for its Retail Banking division. This pivotal role offers you the opportunity to shape the future of retail banking operations, driving operational excellence and transformation across branches, digital channels, customer service, lending operations, deposits, payments, and support functions. As COO, you will be instrumental in delivering seamless customer experiences, robust operational controls, and sustainable profitability while supporting the banks ambitious growth objectives. The organisation is committed to fostering a supportive and inclusive environment where your expertise in process optimisation, risk management, and business transformation will be highly valued. You will enjoy flexible working opportunities and access to comprehensive training programmes designed to nurture your professional development. If you are passionate about championing a customer-first culture and leading high-performing teams through change, this is your chance to make a significant impact within a respected and forward-thinking financial institution.

. Shape the end-to-end operating model for retail banking with a focus on efficiency, scalability, and customer satisfaction across all channels.
. Drive digital transformation initiatives that modernise processes and enhance both operational performance and customer journeys.
. Enjoy flexible working arrangements and extensive training opportunities within an organisation dedicated to growth leadership and supportive leadership.

What youll do:

As Chief Operating Officer for Retail Banking based in Metro Manila, you will play a crucial role in shaping the strategic direction of the retail banking business. Your day-to-day responsibilities will involve overseeing all facets of branch operations as well as digital channels to ensure consistent service quality and operational effectiveness. You will drive business transformation by implementing innovative solutions that streamline processes while maintaining strict compliance with regulatory requirements. By collaborating with cross-functional teamsincluding Product, Sales, Marketing, Digital Banking, Technology, Risk, Financeyou will support strategic initiatives that propel the organisations growth. Your ability to foster a culture of accountability and collaboration will be essential as you build high-performing teams capable of adapting to change. Success in this role requires a commitment to championing customer-first values while continuously optimising operational performance through data-driven decision-making.

. Lead all aspects of retail banking operations including branch banking, customer servicing, deposit operations, loans processing, account services, and payment operations by ensuring efficient execution through both centralised and distributed teams.
. Develop and implement operational strategies that align with organisational growth targets and customer experience goals while maintaining compliance with regulatory standards.
. Oversee operational readiness for new products, channels, and market initiatives by collaborating closely with cross-functional teams to ensure seamless integration.
. Manage branch operations to guarantee consistent service quality, operational effectiveness, adherence to policies, and optimal workforce capacity across all locations.
. Drive service excellence initiatives aimed at improving customer satisfaction and retention by monitoring branch productivity metrics and turnaround times.
. Lead digital transformation projects that enhance customer journeys and operational efficiency by partnering with Technology teams to modernise platforms and promote automation.
. Establish and monitor key performance indicators (KPIs), productivity targets, service-level standards, operational budgets, and cost efficiency programmes to optimise performance.
. Maintain strong governance frameworks across retail banking operations by ensuring full compliance with BSP regulations, AMLA requirements, data privacy laws, consumer protection standards, and internal policies.
. Champion process improvement initiatives using Lean or Six Sigma methodologies to resolve significant customer issues and enhance end-to-end journeys across physical and digital channels.
. Build high-performing operations teams by developing succession plans, fostering accountability and collaboration, nurturing innovation, supporting continuous improvement efforts, and leading organisational change management.

What you bring:

To excel as Chief Operating Officer for Retail Banking in Metro Manila you will bring deep expertise in managing complex retail banking operations across diverse functions. Your background should include substantial experience overseeing branch networks where you have demonstrated your ability to deliver consistent service quality through effective workforce planning. You are adept at developing operational strategies that not only meet growth targets but also uphold rigorous compliance standards. Your proficiency in digital transformationparticularly automation/digitisationwill enable you to modernise processes for improved efficiency. You possess advanced skills in setting performance metrics/budgets/cost optimisation programmes while maintaining strong governance frameworks for risk management. Your collaborative approach allows you to work seamlessly with various departments supporting strategic business initiatives. Building high-performing teams comes naturally as you nurture talent pipelines/foster accountability/support continuous improvement effortsall underpinned by your keen analytical abilities for business planning/evaluating industry trends.

. Extensive experience in retail banking operations management with proven success in leading large-scale teams across multiple functions such as branch banking, customer servicing, deposit operations, loans processing, account services, payment operations.
. Demonstrated ability to develop and execute operational strategies aligned with organisational growth objectives while ensuring compliance with regulatory standards.
. Strong track record of managing branch networks for consistent service delivery including workforce planning and capacity management.
. Expertise in driving digital transformation initiatives that improve customer journeys through automation and digitisation of processes.
. Advanced skills in establishing KPIs, monitoring productivity targets, managing operational budgets, implementing cost efficiency programmes.
. Comprehensive knowledge of risk management practices including governance frameworks for regulatory compliance (BSP regulations/AMLA/data privacy/consumer protection).
. Experience leading process improvement projects utilising Lean/Six Sigma methodologies to resolve escalations and optimise end-to-end customer journeys.
. Exceptional interpersonal skills enabling effective collaboration with cross-functional teams such as Product/Sales/Marketing/Digital Banking/Technology/Risk/Finance.
. Proven ability to build high-performing teams by developing succession plans and fostering cultures of accountability/collaboration/innovation/continuous improvement.
. Strong analytical capabilities for evaluating industry trends/competitive developments/business planning/growth strategies.

What sets this company apart:

This financial institution stands out for its unwavering commitment to delivering exceptional value to customers through innovative retail banking solutions. With a strong presence in Metro Manilas vibrant financial sector it has built a reputation for reliability dependability inclusivityand places great emphasis on creating flexible working opportunities that empower employees at every level. The organisation invests heavily in professional development offering comprehensive training programmes designed to help you grow both personally professionally. Its supportive leadership culture encourages open communication collaboration among team members ensuring everyone feels valued respected regardless of their background or experience. By prioritising employee wellbeing alongside business success this institution fosters an environment where your contributions are recognised celebrated making it an ideal place for those who seek meaningful impactful careers within retail banking.

Whats next:

If you are ready to take your career to new heights by shaping the future of retail banking operations apply now!

Apply today by clicking on the link provided.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.