Group Company: Union Bank of the Philippines
Designation: Senior Branch Ambassador
Job Summary: Responsible for managing the day-to-day supervision of branch operations and service delivery, including proper observance of the Bank's Code of Conduct and other policies, ensuring:
- compliance to regulations, bank policies (pass audits), Code of Conduct
- zero operational losses (no losses due to frauds, irregularities, negligence & errors)
- complaints management (all customer complaints/feedback are immediately addressed to the satisfaction of clients) -increased productivity in terms of cost reduction and waste elimination
- adherence to premises standards
- proper personnel selection
- Service Quality
- Responsible for sales fulfillment and ensures retention of accounts and solicits additional business from existing and walk-in clients.
- Ensures that the branch projects a customer service-oriented and efficient image, worthy of client's patronage, through:
- Well-trained, supported, and motivated service staff;
- Well-appointed premises, furniture, and equipment, with immaculately clean service areas and restrooms; and
- Accurate, responsive, and timely customer service.
- Acts as the chief Quality Assistance officer (QAO) of the branch.
- Monitors the branch's service quality level in relation to client expectations and internal service standards, and eliminates any obstacles to efficient service delivery. Establishes operating policies to address these expectations.
- Obtains commitment from both individuals and the entire branch team to meet clients individual needs.
- Receives and acknowledges customer complaints/requests, and records them in the system or equivalent. Conducts an initial review and investigation of the complaint.
- Processes complaints, including coordinating with the relevant unit for resolution.
- Monitors complaint resolution to ensure compliance with prescribed turnaround time.
- Provides official feedback to the customer.
- Reports on cases logged in the system, generated by BCEG on behalf of the QAO, for monitoring purposes.
- Anticipates potential problem situations, develops plans to address them, and continuously seeks opportunities for improvement.
- Effectively recommends new or revised procedures, forms, reports, or office layout to the RSOO, aiming to enhance productivity and service quality in the branch to satisfy clients.
- Operations Efficiency, Productivity, and Compliance
- Approves/co-approves transactions and documents in accordance with the approved authority policies (MCs, DDs, TTs, CTDs, bills purchased, payments, withdrawals, fund transfers, check encashments, etc.).
- Verifies and Posts transactions beyond the authority limits of the SSAs and SSOs.
- Verifies and records transactions that exceed the authorized limits of the Jr Ambassador and Ambassador.
- Enforces joint custodianship and dual control over cash in vaults, safes, and accountable forms, as well as items held for safekeeping and collateral documents. Balances and reviews these regularly.
- Ensures proper booking and reversal of Contingent Accounts.
- Informs clients about RCOCI, technically defective checks, and returned check deposits, and ensures that appropriate action is taken before the cut-off time.
- Validates the accuracy of single entries on nominal accounts originated by other responsibility centers on a daily basis.
- Checks that Subsidiary Ledgers of branch-level accounts match the balances in the General Ledger for various categories such as CIV, Bills Purchased, RCOCI, Late deposits/payments, Items held for safekeeping/collateral, Outward bills for collection, Suspense accounts, and Sensitive accounts.
- Immediately verifies all transactions posted in his terminal against source documents.
- Balances all branch transactions at the end of each day.
- Monitors the balances of sundry and sensitive accounts daily and ensures that they are properly reversed within the allowed period.
- Ensures that daily transaction reports/documents are complete, accounted for, and securely stored.
- Prepares and reviews all required branch reports on a daily, weekly, and monthly basis.
- Maintains and safeguards documents/records in his section for easy retrieval when needed.
- Ensures timely payment of taxes and licenses, such as mayor's permit, signage permit, sanitary permit, etc.
- Acts as the primary custodian of the right or upper vault door combination, cash safe dial combination, and ATM vault dial combination.
- Ensures that passwords for branch personnel are changed every three months or immediately if compromised or affected by transfers/separations.
- Prepares the monthly Risk Control Self-Assessment and takes immediate action to address or correct any identified risks; submits a copy of the self-assessment report to RSOO.
- Handles internal auditors, BSP examiners, and other internal/external inspectors/reviewers.
- Prepares responses to audit reports in coordination with the RSOO.
- Ensures that any audit findings are resolved within three months from the date of the audit report.
- Strictly follows adequate security and safety measures.
- Investigates, prepares, and submits reports to the RSOO within 48 hours of discovering actual or suspected cases of fraud, irregularities, or other incidents causing actual or potential losses.
- Exercises authority delegated by the Bank or higher authorities.
- Performs or ensures the performance of all internal control/review functions to prevent, detect, and correct risks.
- Recommends continuous process improvements, cost reduction measures, and waste and risk elimination processes.
- Acts as the Emergency Response Team Leader for the branch, including attending first aid certifications and applying first aid when necessary.
- Coordinates with HR and represents the Bank during DOLE Labor Inspections.
- Ensures proper implementation of the Business Continuity Plan (BCP) during emergencies as outlined in the BCP Manual.
- Conducts daily security checks of their assigned workstation and all workstations.
- Adheres strictly to employee security responsibilities, such as the clean desk policy and data privacy.
- Performs any other duties required and related to the Job Responsibilities and Duties of this position.
- Management of People and other Resources
- Manages and supervises the Branch Ambassador and Jr Ambassador
- User ID function will be adjusted in a case-to-case basis upon approval of RSOO (i.e., Ambassador) for business continuity purposes.
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.
