Senior Branch Ambassador

Group Company: Union Bank of the Philippines

Designation: Senior Branch Ambassador

Office Location: Edsa Pioneer- Mandaluyong, City

Job Summary: The Senior Branch Ambassador manages daily branch operations and supervises other Branch Ambassadors. It champions the bank's digital initiatives by actively promoting convergent banking, selfservice machines, and other digital channels. The position ensures full compliance with regulations, bank policies, and audit standards while maintaining zero operational losses, timely resolution of customer concerns, and high service quality. It proactively monitors branch dashboards, drives productivity through cost reduction and process efficiency, and ensures adherence to premises and personnel standards. Overall, the role supports both operational excellence and digital adoption within the branch.

Duties And Responsibilities

• Digital Engagement
• Advocates the UBOnline App, The Portal and Digital Transaction Portal.
• Ensures assigned branch executes maximum utilization of online banking, self-service machines and other digital channels during customer interactions and events.
• Monitors performance of assigned branch in terms of digital conversion and cross selling.
• Explores every opportunity to convert clients to use digital platforms and channels, and to cross sell the bank's products and services.
• Initiates and recommends Digital Projects to align with Bank's Digital Initiatives.
• Acts promptly upon knowledge of system/hardware issues by reporting accordingly for timely resolution.
• Bears basic troubleshooting knowledge for the branch's digital tools such as the TV, iPads and Sign pads.
• Service Quality, Customer Satisfaction and Customer Engagement
• Initiates and ensures that the branch projects an image of a customer service-oriented and efficient bank worthy of client's patronage, thru:
• Availability of well-trained, fully supported and properly motivated Branch Ambassadors
• Well organized premises, furniture and equipment and immaculately clean service and wellness areas; and
• Accurate, responsive and timely customer service.
• Acts as the chief Consumer Assistance officer (CAO) of the branch.
• Monitors the service quality level of the branch in relation to client's expectations and internal service standards and eliminates all factors that get in the way of efficient service delivery.
• Obtains branch commitment to satisfy clients individual needs.
• Receives, acknowledges, processes and monitors customer complaints / request and lodges these in the system or its equivalent Conducts an initial review and investigation of the complaint.
• Anticipates potential problem situations, draws plans to address and continuously explores opportunities for improvement.
• Effectively recommends to the Digital Program Head new or revised procedures, forms, reports or office layout that will improve the productivity and the quality of service in the branch to the satisfaction of the clients.
• Ensures Ambassador in the branch must deliver positive customer experience.
• Collates and reports branch Ambassadors & customers user stories thru the appropriate digital platforms for progress tracking and viable enhancements.
• Addresses client's issues and concerns to provide better customer experience in a timely manner
• Governance, Risk, Compliance and Operational Efficiency
• Ensures branch readiness and responsible for the timely response and proper execution of processes to meet the agreed SLA.
• Ensures 24/7 availability of self-service machines. Performs first level management and escalates issues encountered.
• Jointly responsible with the Ambassador in complying to AML requirements, reports and dashboard dispositions.
• Approves/co-approves transactions and documents in accordance with policies on approving authority (MCs, DDs, TTs, CTDs, bills purchased, payments, withdrawals, fund transfers, check encashments, sale and purchase of foreign currencies, etc.).
• Verifies and Posts transactions beyond the authority limits of the Ambassador.
• Ensures enforcement of joint custodianship and dual control over cash in vault, safes and vaults, accountable or numbered forms, items held for safekeeping, collateral documents, dormant accounts, etc., including daily/periodic balancing/review thereof.
• Ensures proper booking and reversal of Contingent Accounts.
• Ensure transmission of all outward clearing checks received by the branch to PCHC before clearing cut off and conducts balancing of physical checks vs Clearing reports. Post verification of balanced OCC on Mismatched items report emailed the following day.
• Ensures monitoring of RCOCI technically defective checks and that timely disposition is actually made
• Monitors carry out of client instructions on return check items. Check and verify proper debit of returned check on client's account.
• Validates daily the propriety of single entries on nominal accounts originated by other responsibility centers.
• Ensures daily that Subsidiary Ledgers of accounts maintained at the branch level are in agreement with the balances per GL such as:
• CIV
• Bills Purchased
• RCOCI
• Late deposits/payments
• Items held for safekeeping/collateral
• Outward bills for collection
• Suspense accounts (AR/AP, Misc. Assets/Liabilities, etc.)
• Sensitive accounts (Sundries Debits/Credits, Shortages, Overages, etc.)
• Performs immediate post- verification of all transactions posted in his terminal against source documents as applicable.
• Ensures proper balancing of all branch transactions at the end of each day
• Monitors daily the balances of sundry and sensitive accounts and ensures that these are properly reversed in accordance with existing policies, guidelines within allowable period.
• Verifies information against account opening documents thru EDMS and tags completeness of the documents if deemed accurate and complete for all over the counter and digital channels account opening within SLA.
• Ensures that all account opening of the branch is compliant with the rules set by external regulations governing financial institutions.
• Ensures that daily transaction reports/documents are complete, accounted for, properly safekept, scanned and uploaded in the repository system.
• Monitors daily AML/Compliance dashboards and ensures proper disposition of alerts and addresses issues when applicable based on required SLA.
• Complies to the timely submission of Risk Compliance Self- Assessment requirements
• Ensures that branch transactions are executed properly with no KRI breaches.
• Prepares/reviews all required daily, weekly, monthly branch reports.
• Ensures the proper and efficient maintenance and safekeeping of documents/records in his section for easy retrieval when needed
• Ensures timely remittance of payment of local taxes and licenses such as but not limited to mayor's permit, signage permit, sanitary permit, etc. .
• Acts as primary custodian of right or upper vault door combination, cash safe dial combination, ATM vault dial combination and primary holder of keys to outer grill door. Acts as custodian for right/upper vault door combination and holder of keys to outer grill door
• Ensures that passwords of branch personnel are changed on a regular basis or as soon as compromised or affected by transfers/separations.
• Prepares the monthly report and immediately undertakes measures to address or correct risk items; submits copy of the self-assessment report to Digital Program Head.
• Attends to internal auditors, onsite compliance, BSP examiners and other internal/external inspectors/reviewers.
• Prepares replies to audit reports, in coordination with the Digital Program Head and Lead Ambassador.
• Ensures that adequate branch security and safety measures are strictly followed.
• Investigates, prepares and submits reports to the RSOO, on actual or suspected cases of fraud, irregularities and other incidents causing actual or potential losses within 48 hours from discovery.
• Exercises authority delegated to him by the Bank or by higher authorities.
• Performs or causes/ensures the performance of all internal control/review functions designed to prevent/detect/correct risks.
• Recommends continuous process improvements, cost reduction measures, waste and risk elimination processes.
• Acts as the Emergency Response Team Leader for the branch. This includes but is not limited to attending first aid certifications and application of first aid
• Coordinates with OSHD and acts as the Bank's representative regarding DOLE Labor Inspections.
• Ensures branch compliance to DENR, DOLE and other local regulatory body requirements
• Ensures that Business Continuity Plan (BCP) is properly implemented during times of exigencies as described in the BCP Manual.
• Performs proper and over-all security check of his assigned workstation and all workstations on a daily basis.
• Strictly adheres to employee security responsibilities such as the clean desk policy and data privacy.
• Performs other duties that are required of, and are related to, the Job Responsibilities and Duties of this position.
• Ensures that quality call back is performed on a daily basis
• Ensures that updated GCs are properly cascaded, understood and implemented in the branch
• Management of People and other resources
• Manages and supervises the Branch Ambassadors.
• Collaborates in all bank's activities to foster teamwork and good camaraderie within the branch
• Motivates and encourages branch employees to perform beyond what is expected.
• Conducts all branch meetings regularly, jointly with the marketing partner/s.
• Attends regular region meetings as scheduled by Digital Program Head.
• Measures the performance of the branch Ambassadors in terms of turn-around-time in the delivery of services and other standards.
• Conducts fact-finding investigation on Ambassador discipline infractions and other violations committed.
• Actively participates in branch administrative proceedings, including execution of proper penalties.
• Supervises and motivates the Branch Ambassadors; ensures that they are properly trained and developed.
• Recognized and rewarded or recommends rewards for service and performance contributions, including performance appraisal.
• Responsible in the identification and training of at least one ready now branch personnel in accordance with the succession framework of the branch management.
• Recommends to Digital Program Head the rotation of branch officers for training and control purposes, and even personnel transfer.
• Ensures proper upkeep of branch premises and equipment, such as, but not limited to:
• Ensures that Utilities Consumption such as power, light and water are properly monitored to align with the operating expense target of the branch.
• Ensures that all bank equipment's are in proper operating condition and escalates concerns and issues if required
• Security and safety devices are operational and BCP ready
• There are no fire hazards within the premises
• All personnel are briefed on their respective roles and responsibilities on care and maintenance of branch's premises, equipment's and self-service machine.
• Cost Effectiveness
• Checks movements of branch income and expense line items and reports.
• Monitors and checks and balance controllable expenses of branches via OPEX report.
• Analyzes OPEX variances of branches within the region as often as possible.
• Helps branches identify waste (materials, unnecessary procedures, repair, etc.). Initiates and monitors the implementation of measures to eliminate such wastes to increase cost effectiveness.
• Ensure that branch expenses are within budget
• Employee Engagement
• Fosters teamwork and camaraderie. Encourages, initiates, participates, and cooperates in all bank's activities and maintains a good workplace culture.
• Help Ambassadors to develop their capabilities in doing their daily task and keep them informed and updated with the new products and policies.
  

Experience And Other Qualifications

• Undergoes and passes Ambassador Training and Certification Course.
• Expertise and overall management of branch compliance, branch service quality, and cost effectiveness measures.
• Competence on the latest banking and financial services industry trends and practices.
• Expertise in UBP digital banking operations, procedures, services.
• Expertise in branch operating systems.
• Adept in both written and oral communication.
• Undergoes and passes Lean Six Sigma Orange Belt Certification, Leadership Capability Trainings and Digital Capability Enhancing Seminars.