Your Role
Key responsibilities are as follows:
- Manages inquiries, requests, and complaints from the mailbox, hotline, and Contact Center efficiently within the set turnaround time.
- Handles escalated concerns, coordinating with various units and government agencies for prompt resolution.
- Authorizes maintenance requests in the electronic platform (BPI BizLink Back Office) and system definition for facilities accurately and timely.
- Prepares volume reports accurately and on time.
- Regularly reviews and improves key processes to achieve a 4-Sigma service level, ensuring superior customer service.
- Fosters a culture of innovation by encouraging process improvements for greater efficiency.
- Manages operational expenses within the approved budget and optimizes resource utilization to control costs.
- Ensures compliance with procedures and policies to protect the Bank's interests.
- Assesses processes to identify and mitigate risks.
- Monitors recurring issues, initiates quality reviews and aims for an Acceptable rating from Internal Audit.
- Manages contingency scenarios and conducts regular testing for business continuity.
- Create structured job assignments, continuous training, and job rotation for succession planning and optimization of headcount.
- Conducts coaching and performance evaluations to prepare direct reports for larger responsibilities.
- Motivates employees through rewards and recognition to foster a culture of excellence.
About You
The ideal candidate will have:
- A Bachelor’s Degree in a business-related field.
- 2 years of experience in a customer servicing unit of local or multinational banks.
- 1 year of experience in a Cash Management unit.
Compensation & Benefits
The employer offers a competitive salary, performance bonuses, comprehensive healthcare, and additional perks.
Training & Development
Opportunities for professional development and mentorship programs are provided to support growth in this role.
Career Progression
Potential for career advancement with expected growth opportunities over the next few years.
How to Apply
Submit your application by completing the required forms and providing all necessary documentation as instructed.
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