Sales Service Support Head

About the Role As a Sales Service Support Head, you are responsible managing the daily operations of the Sales Service Support Unit of the Business Banking Segment and ensure achievement of quality service and quantitative targets • Overseas the resource allocation and workflow of all support activities including loan availment, document and collateral management, post-booking transaction concerns, 3rd party engagement (ex. Developer, FWD, PGC, etc.), and providing logistics support to the sales team How you'll contribute Teams Performance Responsible for KRA-setting and ensure that the team exceed the minimum KPI/KRA on a periodic basis Ensures that all team members meet and exceed the prescribed Key Performance Indicators (KPIs) Prepares SLA with business units (ex. Sales, Sales Service Support, etc.) being served Leadership / Management Shall function as a workforce manager responsible to all facets of the unit. Manages teams of employees who specializes in loan documentation, collection, and sales administration support. He/She shall focus on recruitment activities, the creation and management of performance reviews, capacity, and succession planning activities, as well as employee motivation. Manages and oversees team's day-to-day operations including: Product Documentation (Lending and Non-Lending) Monitor all client’s documentation requirement on product or services availed Address any document deficiencies reported by the credit support unit and make the necessary follow-up either to client or referring units Sales Administrative Support MIS/Reports FFE requirement IT access requirement Travel and other logistics requirement Shall closely coordinate with the following units to support unit’s day-to-day operation: Retail Credit Operations Division Collection Division Legal Division Loans and Operations Services Division Analytics and Reporting Division General Services Division Information Technology Risk Management Group (credit and operational risk) Establish internal guideline for the unit and shall be embodied on segments’ operation manual Values employee care by recognizing accomplishments and providing respectful, honest, timely and relevant feedback Builds a collaborative culture across the team that encourages innovation for persistent improvement. Monitors and supervises availability of resources such as but not limited to PC, phone, work area, email, internet, access to network, and product information Coordinates with Human Resources Management Group (HRMG) for personnel recruitment, training and development and retention through bonus and incentive schemes. Provide inputs in staff recruitment and performance appraisal. Participates in development and management of unit budget Ensures completion of goals and objectives and meeting of deadlines Develops plans to achieve short-term team goals and complete assigned project Process Improvement Evaluates current processes and proposes necessary improvement measures for lending products in terms of documentation and collection Closely coordinate with sales, product, and process team for any new/enhancement in terms of products/services or other initiatives and assess how it will impact the team in terms of deliverables and process; and implement process change accordingly Keep abreast with industry practices and latest technology that can be useful to the team Conveys feedback to product or process owners on the process and guidelines that needs improvement Reviews processes if still up to date, develop continuous improvements and opportunities for innovation to support the company's objective of better banking Complete ownership on all product forms and/or agreement Simplified forms/agreements Periodic review of all product or loan documentation including forms and agreement and closely coordinate with Legal and/or Compliance for any possible amendments Prioritized amendment of forms and/or agreement for any changes in external regulations (ex. BSP, DTI, NTC, SEC, BIR, etc.) Review of all e-forms available in any electronic channels (ex. corporate channels, loan origination system, CRM, etc.) and ensure it mirrors the standard approved forms/agreement For lending products, establish Service Level Agreement (SLA) between internal teams to ensure all service scope are delivered and track key operational metrics. Service Quality Maintains close coordination and oversee issue escalation with various departments to ensure timely resolution of customer concerns Engage MIS team and derived statistics or reports that shows the turn-around time for processing business loans and how it can be further improved Provides world-class customer service Promotes a customer centric culture in the workplace Maintains close coordination with various departments to ensure timely resolution of customer concerns Attends to escalated complex concerns raised by clients and coordinate with internal units Upholds customer excellence in all forms of communication be it verbal or written Governance Generates and analyzes reports to determine performance of the team and identify strategic process improvements Complies with policies, procedures, and guidelines across all processes related to job duties to provide consistent information Management of costs and expenses of the unit Prepare reports for different departments or upper management Coordinates audit request and address any related findings What we’re looking for With at least Ten (10) years professional experience in retail and MSME banking from financial institution Must have experience in Credit Operation, Loan Documentation Strong client-facing and excellent customer service and communication skills Working knowledge of customer service software, databases, and tools. This includes but not limited to Office365, CRM, Call Center System, and Core Banking (Deposit, Loans, etc.) facilities. Able to bring in past experiences with less handholding, supervision or training required Able to engage stakeholders in various departments and garner their support by obtaining the necessary information and resources to ensure customer queries or concerns are addressed on-time Fully oriented in customer servicing and superb quality orientation Must have a strong foundation on operational risk and compliance as the Business Banking department will rely on the job holder to be the most knowledgeable person to assess any regulatory and policy change’s impact to the team. About Security Bank Security Bank is one of the Philippines’ best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking. We’re recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance. Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes’ World’s Best Employers 2023 list. At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): “YOU matter.” Start your BetterBanking career with us today.