Branch Channel Manager (Rizal)

POSITION TITLE : BRANCH CHANNEL MANAGER REPORTS TO : AREA HEAD DIRECTLY SUPERVISES : BRANCH SERVICE OFFICER, CSO/CSS TELLER, CUSTOMER ADVISOR (Operations side), UNIVERSAL BANKER UNIT / DEPARTMENT : ASSIGNED BRANCH / AREA DIVISION/ GROUP : ASSIGNED REGION / BRANCH BANKING GROUP JOB SUMMARY The Branch Channel Manager supervises the overall daily operations, administration, and control mitigation in the Branch by ensuring prompt and efficient service delivery in support of market activities. He/She is likewise responsible for the overall adherence of the Branch to the prescribed banking regulations, internal policies, procedures and service standards. PRINCIPAL DUTIES AND RESPONSIBILITIES Client Relationship Management Conducts client screenings and interviews to assess eligibility and verify the legitimate purpose of account opening, following the bank’s KYC guidelines. Builds customer loyalty and satisfaction through support in in-branch sales activities, selling alternative channels, and product cross-selling, while efficiently addressing inquiries and complaints to grow the client base, maximize profitability and ensure optimal retention Governance, Control and Risk Management Assumes as a substitute for the Branch Service Officer (BSO) in branches with no approved Plantilla position allocation for BSO, or when the BSO is on leave and no reliever from the officer’s pool is available which is guided by the detailed job description of the BSO position to guarantee the uninterrupted operation of the branch. Oversees the secure management of vault/safe combinations, keys, and system passwords, adhering to the bank’s key table and password confidentiality policies to protect bank assets and systems. Mitigates risk of occurrence of fraud and/or irregularities in branches by conducting unexpected audit of cash accountabilities, numbered forms, items held in trust and safekeeping, and other sensitive assets ensuring workplace integrity and bank protection. Reports covered and suspicious transactions, irregularities, and frauds by prompt filing of relevant reports such as Suspicious Transaction Reporting (STR) and Reports on Crimes and Losses (RCL), timely disposition of AMLA alerts, and by whistleblowing to safeguard the interest of the bank against regulatory sanctions and penalties and financial and reputational losses. Executes transactions and customer requests after performing the required verification in accordance with bank policies and procedures and authority limits to ensure propriety and legitimacy of transactions prior to implementation. Evaluates and monitors bill purchases and secondarily endorsed check availments, ensuring both line and non-line approvals for all acceptances are secured, as applicable, and subject to eligibility requirements, to guarantee that credit accommodations undergo proper review and approval. Administering DPU Services in line with established policies to fulfill the bank’s promise of superior service to clients as part of the bank better banking promise by following the procedures set by the bank. Performs deposit pick-up services to clients within his area, servicing of ATMs assigned to the branch, deliver cash requisition (covered by cash delivery agreement or change fund) to clients' site, and cash delivery to/from buddy branch or cash hub. All said activities using Armored Car. Thorough verification of cash deposits under CCTV, validation of posted deposits in the system and callback of posting procedures.) Monitors the Risk Control Self-Assessment of the branch to mitigate the risk and operational lapse. Leadership/Management Monitors over-all operations of the branches in all channels of service distribution through effective guidance and supervision to ensure that service standards are consistently met. Oversees and evaluates the staffing needs, movements, training, and performance of channel personnel using the standard parameters for manpower complement and training grid, reports on queuing and SQD data to ensure employees are well-suited for their roles and have opportunities for professional development, all contributing to superior service delivery. Provides guidance to branch staff regarding applicable rules, updates, policies, and procedures by referencing the knowledge base, the Bank’s Manual of Regulations (MORB), and other materials during operational workshops, daily briefings, and similar activities, aiming for ongoing enhancement of operational knowledge. Quality Orientation Prepares and executes identified action items in relation to Monthly Profitability Ratio (MPR), Branch Competency Rating (BCR), Operating Expense (OPEX), QA- BERM (Quality Assurance -Branch Evaluation on Risk Management ) Surprise Visit Reports, and other service/operating standards to promptly address deviations, variances and exceptions Prepares replies to Audit, Branch Evaluation on Risk Management (BERM), and other reports guided by existing templates and turn-around time to ensure that exceptions are promptly acted upon and rectified. Generates required EOD reports through the existing bank systems for proper balancing and reconciliation of transactions and to ensure a clean book of accounts. Inspects and assesses condition of FFE, CCTV, and upkeep of branches premises using the prescribed 7S guidelines to always ensure a clean and organized workplace. Others Participates in referring bank product without hard targets. It is accepted and understood that the employee may perform other related tasks which may be assigned from time to time. JOB QUALIFICATIONS Years of Work Experience : 3 - 4 years of experience Educational Attainment/Required course (if applicable): Bachelor's Degree in Business Studies/ Administration/Management, Commerce, Economics, Finance/Accountancy/Banking, Marketing Required Certification/Professional License (if applicable) : N/A Field of Specialization (if applicable): Audit & Taxation, Banking and Financial, Corporate Finance/Investment, General/Cost Accounting, Credit (Evaluation/Appraisal), Sales-Retail Knowledge and Skills Requirement SBC Leadership Capability Framework for Level 4 Leaders Knowledge of general banking laws and regulations, branch management, people management With background in sales-related activities Selling and negotiation skills, risk appreciation and problem-solving skills Good interpersonal and human relation skills, effective communications skills both written and oral Able to elicit teamwork and commitment, and strike a balance among productivity, compliance and profitability