Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Operational Oversight & Manpower Backup: Lead daily administration and SLA management to maintain processing accuracy. Actively provide direct capacity planning and operational backup during volume spikes and manpower shortages.
Process Automation & Continuous Transformation: Drive Straight-Through Processing (STP) implementation and continuous system transformation for mortgage disbursements, with a focus on LOADS auto-disbursements.
Compliance, Risk Management & Governance: Conduct SOP reviews, audit oversight, and compliance checks. Serve as the designated RCSA Checker and Operational Risk Representative (ORR).
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Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
...
Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;
Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;
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Ensure seamless daily operations and fulfillment of client requirements in line with agreed service levels, serving as the primary point of contact for assigned clients and agencies on all operational matters while building and maintaining strong relationships with internal and client teams.
Drive cross-functional coordination across Marketing, Trade Marketing, Supply Chain, and other departments, covering co-packing activities, Point-of-Sale (POS) material inventory management, material master updates, pricing, product hierarchy, and labeling documentation
Manage timely raising of Purchase Orders in collaboration with the Inventory Planning team, and oversee monthly branch Stock Transfer Orders (STO) to ensure accurate and on-schedule execution
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Putting customer first by thinking and acting as a customer and working backwards to create the best customer experience
Ability to work under conditions of uncertainty in a fast growth, sometimes ever changing and complex environment and comfortable acting with minimal planning, direction, and supervision.
Seasoned and strategic multitasker, with a hands-on approach and outside-the-box mentality.
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Lead, coach and develop the IT Operations team, including hiring, performance management, capability planning, succession planning and knowledge transfer.
Own Level 1 and Level 2 service outcomes across infrastructure, end-user computing and workplace technology, including outsourced Level 1 support. Ensure incidents, requests and escalations meet agreed service levels, while governing vendor performance through clear metrics, regular reviews and improvement plans.
Lead major incident and problem management, ensuring timely diagnosis, root-cause analysis, corrective actions and prevention of recurring issues.
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