Group Company: Union Bank of the Philippines
Designation: Senior Branch Ambassador
Office Location: Makati Wealth (Branch)
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, self‑service 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.
- 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.
- 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.
- 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.
- 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.
