Junior Region Service Operations Officer

5-10 Years

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Job Description

Job Description

1. Financial Performance

a. Actual OPEX versus Budget:

Proper monitoring and implementation of OPEX reduction strategies of the region under his/her supervision
Analyzes OPEX variances of branches within the region on a periodic basis
Reviews and monitors the expense request and recommends actions and strategies to reduce costs when necessary
Manages productivity and sees to it that no unbudgeted increase in head count and overtime
Oversees optimization of branch resources to meet budget savings target

2. Risk

a. Internal Audit and Onsite/Offsite Compliance Testing (OCT):

Pro-actively implements and monitors compliance and adherence of his/her region/unit to bank's internal and external regulations
Ensures the region/unit passes BSP, internal, external and O.C.T audits
Determines and evaluates operational risk areas and initiates and implements appropriate measures to control such risk
Sees to it that branches have zero floats or abnormal GL balances
Sees to it that branches have zero losses due to fraud, irregularities, negligence, and errors
Ensures that all transactions are in accordance with the guidelines and procedures

b. RCSA:

Performs reporting on behalf of the region/unit as overall quality reviewer of RCSA and author or creator of Risk Treatment Action Plan (RTAP)

3. Operational Efficiency

a. Region/Unit's Readiness:

Assists the RSOO in ensuring the operational efficiency of the team through monitoring and ensuring timely response on agreed SLAs, availability of digital applications, self-service machines and connectivity
Oversees the operational efficiency of branches using the various dashboards and other digital channels. Delivers timely response based on agreed SLAs
Identifies, recommends, and leads cost efficient processes to align with the digital initiatives of the bank and increase branch productivity through continuous improvements, cost reduction measures and waste elimination

b. Timely Reporting of Incident:

Ensures timely reporting of incidents in GRC and RCL filing and implementation of effective controls

4. Stakeholders

a. Customer Experience (Net Promoter Score or NPS):

Oversees the service quality level of the region/unit in relation to client's expectations and internal service standards
Properly addresses all customer feedback and concerns within standard turnaround time to maintain a positive overall customer banking experience
Monitors compliance of the region/unit in maintaining brand-aligned image
Acts as Quality Assurance Officer of the region/unit
Reviews the root cause analysis of the complaint received / issues raised. Reviews the recommended action plan of the branch for such complaint

5. People

a. Employee Retention of Key & Critical Talents (EE):

b. Succession Framework:

Conducts initial screening and recommends potential Ready Now personnel
Recommends deserving, exceptional and ready employees to the next position level
Recommends Ready Now employees to undergo the leadership capability-building
Supervises and coaches officers to ensure that they will be equipped in their current function and can be ready to take on bigger challenges in the future

c. Increase in Capability Proficiency Level (IDP/Training):

Recommends and follows through individual developmental trainings to increase capability proficiency

6. Strategy Execution

a. Promote and Convert:

Promotes and monitors conversion of clients from manual processes to use the different digital platforms of the Bank

7. Others:

Acts as the Quality Checker of the Ultimate Beneficial Owners (UBOs) ensuring its accurate details and identification are inputted in the UBO system
Performs other tasks assigned from time to time but it is no limited to the following:
Sub-Unit Risk Compliance Officer
Branch Environmental Compliance Officer
Resiliency Officer
Assists in HR related Training and Certifications functions
Strictly adheres to the duties and responsibilities mentioned in the banks policies
In the absence of the RSOO, the Jr RSOO will assume the role of RSOO under the supervision of the buddy RSOO
Cascades news and updates to products, services, policies, and procedures to the region/unit

Key Performance Indicator:

Qualifications

Must have held a Senior Ambassador position for at least three (3) consecutive years
Proficient and knowledgeable about the policies and guidelines concerning Anti-Money Laundering, regulatory (MORB) and other related BSP policies
Expertise and knowledge on branch operations
Analytical in assessing issues / cases / problems and proficient in providing and recommending solutions
Digital savvy
Keen attention to details in terms of the verification and assessment of the requirements encompassing transactions and documentations in the branch / region / unit
Ability to collaborate with other bank units in gathering additional information to resolve problems / issues
Ability to communicate unbiased delivery or dissemination and implementation of the Bank's policies and regulatory mandates to all stakeholders including business partners
Competent in decision-making, firm conviction and principled values to have informed judgment to handle operational, administrative, and regulatory concerns
Knowledgeable in client-complaint handling
Knowledgeable on Regulatory policies and good governance
Fluent in both written and oral communication
Demonstrates excellent skills in pro-active planning
Leadership skills in managing multiple branches / units. Has the qualities to be the next RSOO

Skills

Technical Skills: