Job Summary
Bank Overview: UNObank's goal is to help bridge the financial inclusion gap in the Philippines and eventually Southeast and South Asia. UNO, which means one, sets the premise for our digital bank that offers one app and one card to enable consumers anywhere in the Philippines to save, borrow, transact, invest, and protect their finances easily, with speed and ease.
Uno's leadership team is comprised of some of the brightest and most successful people in the business and we share a passion for our mission and believe in a collaborative approach to create the best Digital bank.
This role shall be reporting to the Chief Operations Officer.
Job Responsibilities:
- Responsible for meeting customer satisfaction and customer service performance metrics in relation to customer care strategy, recommending and implementing changes to improve performance, reporting metrics for regulatory compliance and management purposes, and delivering customer feedback to relevant business & support functions on an ongoing basis.
- Perform periodic updates to the Contact Center team (in house and outsourced) on new products, features, services, schemes/promotions and procedures, system updates run by the bank at various points.
- Manage customer communications procedures, service levels of customer care and provides targets for process and customer service performance improvement.
- Maintains UNObank's library of client solutions, ensures exploration of solutions to lessen common client queries to contact center agents and contribution of discovered solutions to the library on an ongoing basis.
- Works with the COO to drive right behaviour around Operations and resolve issues that may be in conflict with the Bank's or regulatory roadmap.
- Drive a culture of continuous improvement and innovation to improve service, reduce costs and manage risk within appetite.
- Create and maintain a high performance and risk aware culture within the team.
- Responsible for meeting customer satisfaction and customer service performance metrics in relation to customer care strategy, recommending and implementing changes to improve performance, reporting metrics for regulatory compliance and management purposes, and delivering customer feedback to relevant business & support functions on an ongoing basis.
- Perform periodic updates to the Contact Center team (in house and outsourced) on new products, features, services, schemes/promotions and procedures, system updates run by the bank at various points.
- Manage customer communications procedures, service levels of customer care and provides targets for process and customer service performance improvement.
- Maintains UNObank's library of client solutions, ensures exploration of solutions to lessen common client queries to contact center agents and contribution of discovered solutions to the library on an ongoing basis.
- Escalation point UNObank for complex queries, requests and complaints from customers.
- Ensures adherence of contact center to risk and compliance processes.
- Assist in the continuous identification of process improvement areas, development of enhanced processes for existing processes/procedures/workflows and/or migration of identified processes to contact center outsourced provider during the course of the project.
- Ensure service delivery is in line with compliance/risk rules, financial conditions and external and internal organizational standards.
- Controls designed with a customer lens balancing friction with risk mitigation.
- Identify, review and manage the Operations tool and systems to ensure effective execution of process, controls and services of the Bank. Oversee changes as required.
- Assist in the effective implementation of consumer protection framework that prioritizes protecting financial customer risks, people code of conduct towards consumer protection.
- Design strategies that consider the overall strategy and priorities of the Business /Bank.
- Utilize networks across the industry to remain abreast of changing business operating models.
- Develop insights and data to demonstrate operational compliance and customer experience across the Bank, and how effectively these are being managed.
- Develop dashboards that monitor and report on performance.
- Establish operations performance monitoring capability utilizing data from various sources to identify, manage or mitigate risks, when necessary.
- Work with the Data Protection Officer to ensure that the processing of the personal data is done in line with the purpose for which consent has been give.
- Ensure that a process or tooling is in place to ensure that received personal data of the individuals is accurate and kept up to date.
- Participate in the Bank's Business Continuity or Disaster Recovery planning, testing and all BCP activities in ensuring operations continuity and resiliency.
- Back-up within COO Functional Leads as may be necessary or needed.
Job Qualifications:
Educational and Professional Certifications
Graduate of Bachelors degree, or have any equivalent professional certification/s.
Experience
- Manage Operations KPIs, KRIs, Risk scores.
- Coach, train & mentor people in the Bank and in cases when required people in outsourced service provider or shared services.
- Identify which risks should be managed with people, procedure or processes that should be automated to control the cost of processing and FTE costs.
- Build capability and competency including appropriate succession planning.
- Build and maintain team morale
- Build strong relationships with Risk, Compliance, Legal, Functional Business Lines, Product Heads and IT Teams to deliver a compliant and quality operations.
- Build awareness of the Risks and Controls of the Bank, Consumer Protection across the Bank
Technical Competencies (Know-how)
- Take ownership of the overall customer service operations and customer satisfaction of UNObank.
- Developing strategies and contact center framework that will translate to actions or plans to improve customer experience and increase customer satisfaction.
- Build and maintain Consumer Protection and Risk Management framework aligned with local applicable regulations and UNObank's minimum standards.
- Oversight support to the Customer Care services at outsourced service provider and serve as escalation point of Customer Care Lead s and/or Heads from outsourced service providers or of high priority complaints.
- Quality Assurance monitoring for customer communications and customer contact channels
- Maintains extensive knowledge of UNObank's product and services, values and principles, and applicable regulations.
- Set-up and continuously develop the Human Channels Operations Framework that complies with UNObank's Policies as well with those set forth by concerned regulators and external partners.
- Prioritising and overseeing the execution of agreed strategies from an operational perspective.
- Ensuring risks are identified & assessed and controls are designed & implemented in line with control objectives and where applicable, comply with the policies and minimum standards, Control Framework, regulations and other compliance obligations.
- Work cross-functionally across the organization with other senior leaders and other domains to drive change and improvement and support the Bank's strategy.
- Provides Business Lines insight on feasibility of process improvements, digitalization and implementation roadmap of UNObank.
- Works with Technology and Delivery teams, Legal, Compliance, Business and Support functions to implement best practices, UNObank targets, regulatory requirements.
- Works with the COO to drive right behavior around Operations and resolve issues that may be in conflict with the Bank's or regulatory roadmap.
- Drive a culture of continuous improvement and innovation to improve service, reduce costs and manage risk within appetite.
- Create and maintain a high performance and risk aware culture within the team.
Behavioral Competencies:
Must possess all the qualifications and none of the disqualifications required of an Officer as set forth under existing regulations.
