Security Bank Corporation
Makati, Makati, Philippines
6d ago

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years including the most prestigious industry award in both 2015 and 2016 the Bank of the Year Philippines by The Banker.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos.

But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Transaction Migration Department Head you are responsible for handling the development and delivery of an adapted and achievable transaction migration projects anchored on gathering relevant branch Teller / Customer Advisor data and tracking all related metrics.

Develops and implements branch optimization strategy and instills a strong customer-centric service in branch’s related processes.

Supports the Division Head and collaborates with Branch Banking Group CPI (CSAT and Process Improvement) Senior Leaders to manage the development and enhancement of customer centric solutions in the Bank and provides leadership to the Transaction Migration Department to deliver, measure, track and execute agreed service goals.

How you'll contribute

  • Proactively evaluates and reviews CA / Teller related guidelines and policies and recommends streamlining activities to Business Units or Alternative Channels, whenever applicable and required.
  • Proactively work together with appropriate unit for branch’s required spiels as need arises to provide guidance to the frontline staff and ensure consistency in tone of message.
  • Initiate leadership on Transaction Migration initiatives and align projects with CCFW, Deposit Casa Team, Customer Experience, Process Excellence and Alternative Channel Units.
  • Develops and manages diverse talents based on the existing framework to drive a strong and positive impact to the organization and achieve the department's goals.
  • Strategizes a comprehensive client servicing strategies through continuous training on CRM and other related campaigns.
  • Initiates in-depth study of CA / Teller transactions and formalizes migration goals through agreed metrics and drive positive and consistent customer experience across all Branches in alignment with Customer Experience goals.
  • Generates and validates branch’s transaction data and come up with tactics that will optimize use of branches
  • Analyze and identify applicable gaps in each transaction handling, alongside its extracted data and come up with an improved guideline for a more customer centric servicing.
  • Develops detailed plans implemented through projects or kaizens to build and deliver optimal experiences in all SBC branches.
  • Collaborate with Customer Experience, Process Excellence and Operations Group on the end-to-end Customer Journeys for both Customer Advisor and Teller and be able to create customer-centric processes and experience across the network.
  • Conducts process reviews and developmental studies using process improvement tools like Six Sigma, BPM, Design Thinking in collaboration with appropriate units.
  • Plans and implements a timely and effective roll out of transaction migration projects and campaigns in collaboration with the heads of the units concerned
  • Launches and manages cross-functional teams based on agreed goal statement using problem solving methodologies such as six sigma, design thinking, bpm to deliver project results that are quantifiable in financial and non-financial terms
  • Facilitates leaders’ councils through regular Business Reviews covering ongoing and completed migration programs and campaigns.
  • What we’re looking for

  • Bachelor's Degree in Industrial, Business Studies / Administration / Management, Economics, Finance / Accountancy / Banking, Marketing
  • Atleast 10 years related experience
  • Knowledge of the problem-solving methodologies (such as BPM, Six Sigma and Design Thinking)
  • Effective delegation and people management skills.
  • Ability to develop camaraderie within / outside team.
  • Effective Innovation Skills.
  • Effective Communication Skills
  • Ability to lead cross functional team with Senior Leaders and across different levels of organization
  • Able to plan, organize and create timelines to fulfill these goals.
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