Branch Channel Manager

Chino Roces-Yakal Branch, Makati, National Capital Region, Philippines

Job Description

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 controlmitigation in the Branch by ensuring prompt and efficient service delivery in support of marketactivities. He/She is likewise responsible for the overall adherence of the Branch to the prescribedbanking 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 legitimatepurpose 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 inquiriesand complaints to grow the client base, maximize profitability and ensure optimalretention

Governance, Control and Risk Management

• Assumes as a substitute for the Branch Service Officer (BSO) in branches with no approvedPlantilla position allocation for BSO, or when the BSO is on leave and no reliever from theofficer’s pool is available which is guided by the detailed job description of the BSO positionto guarantee the uninterrupted operation of the branch.
• Oversees the secure management of vault/safe combinations, keys, and systempasswords, adhering to the bank’s key table and password confidentiality policies to protectbank assets and systems.
• Mitigates risk of occurrence of fraud and/or irregularities in branches by conductingunexpected audit of cash accountabilities, numbered forms, items held in trust andsafekeeping, and other sensitive assets ensuring workplace integrity and bank protection.
• Reports covered and suspicious transactions, irregularities, and frauds by prompt filing ofrelevant reports such as Suspicious Transaction Reporting (STR) and Reports on Crimes andLosses (RCL), timely disposition of AMLA alerts, and by whistleblowing to safeguard theinterest of the bank against regulatory sanctions and penalties and financial andreputational losses.
• Executes transactions and customer requests after performing the required verification inaccordance with bank policies and procedures and authority limits to ensure propriety andlegitimacy 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 undergoproper review and approval.
• Administering DPU Services in line with established policies to fulfill the bank’s promise ofsuperior service to clients as part of the bank better banking promise by following theprocedures 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 deliveryagreement or change fund) to clients' site, and cash delivery to/from buddy branch or cashhub. All said activities using Armored Car. Thorough verification of cash deposits underCCTV, 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 andoperational lapse.

Leadership/Management

• Monitors over-all operations of the branches in all channels of service distribution througheffective guidance and supervision to ensure that service standards are consistently met.
• Oversees and evaluates the staffing needs, movements, training, and performance ofchannel personnel using the standard parameters for manpower complement and traininggrid, reports on queuing and SQD data to ensure employees are well-suited for their rolesand have opportunities for professional development, all contributing to superior servicedelivery.
• Provides guidance to branch staff regarding applicable rules, updates, policies, andprocedures 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 act