The Role
The
Client Engagement Team Leader is responsible for ensuring that the KPIs of his/her assigned team and its members are on track. He/She is expected to provide team members with the guidance needed on best practices through coaching based on the call evaluations provided by CE Admin.
The Team Leader shall serve as the point-person on each role assignments gather insights and draft call reports as and when needed. Aside from managing the team, he/she is also expected to engage Business Banking clients through voice and digital channels to drive product sales, deliver portfolio actions and engage with other teams related to other tasks needed by the unit, as well as managing day-to-day administrative matters of his/her members.
How you'll contribute
People Leadership
- Ensures team members are properly engaged, and their training needs are timely met for them to deliver their roles.
- Manages and oversees team's day-to-day operations, attendance and performance of CE Officers based on the existing guidelines and tools to ensure that service level is achieved daily
- Coaches direct reports based on results from call evaluations, as well as proper use of sales spiels, rebuttals, and email documentation.
- Ensures that all team members meet and exceed the prescribed Key Performance Indicators (KPIs)
Operational Efficiency & Process Improvement
- Provides feedback and recommendation.
- Evaluates performance with key metrics (touch rate, contact rate, interest rate etc.) and make the necessary improvement if it falls below minimum standards
- Applies best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insights
- In the event customer engagement led to the identification of a service issue, raises the relevant incident ticket for resolution and where possible, monitor till closure. Issue raised and resolved.
Portfolio Management and/or Drive Sales
- Proactively conducts outbound calls to existing customers to introduce and promote full Business Banking products and service suite.
- Maximizes earning potential and business growth from existing accounts through effective use of account planning and profitability through partnership with products and best proposition package.
- Cross-sells other bank products to existing accounts based on SBC's available product offerings to generate an additional source of fee income.
- As part of Business Banking's regular campaign, initiates service calls to reactivate existing or win-back past clients.
What we're looking for
- Bachelor's degree in Business Administration, Financial Management, Economics, Marketing or other related fields
- Knowledge of basic credit processes, account management, churn of management and legal documentation.
- Strong background on loans and CASA products will be an advantage
- Knowledge of financial analysis and risk assessment.
- Strong marketing and account solicitation skills, PowerPoint presentation, and effective negotiation skills.
- Good interpersonal skills, problem-solving skills, and a strong customer service orientation.
About Security Bank
Security Bank is one of the Philippines best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.
Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.
