Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including one of Euromoney’s most prestigious industry awards in 2021—Best Bank in the Philippines.

We’re changing how people bank. From the moment customers enter our branches to their experience online, we make them feel valued and empowered.

Now, with more than 300 branches spanning the country, BetterBanking has become the gold standard in improving the banking lives of millions of Filipinos. But we’re far from done.

In our constant pursuit of excellence and improvement, we create teams that support our business and each other.

The Role

As a Shared Services Department Head – Accountable for directing the daily operations of the entire division by managing key result areas and metrics, including attendance and attrition and executing various operational strategies to ensure that all required goals set by the Group Head will be consistently exceeded. Attains the prescribed service levels and TATs in the most effective and efficient manner to deliver the requirements of the various business and products being supported by the Call Center through constant improvements in its processes and technical platform. Ensures that the Bank’s image is consistently upheld in every customer interaction.

How you’ll contribute

• Analyzes and provides recommendations in managing key metrics based on performance scores to ensure Customer Satisfaction.
• Reviews performance of all shared services teams through regular business review to increase productivity and achieve group goals at the least possible cost.
• Provides information to the Training Team and Product Owners based on training needs to ensure coverage of basic training is implemented.
• Develops customer interaction through strategy and programs to gain loyalty and value ad to CCG functions.
• Manages relationships by dealing with internal and external partners to gain support for the Contact Center.
• Initiates consistent communication with Internal stakeholders through regular reviews regarding over-all performance of the division.
• Communicates division performance through various reports to focus on improving team’s over-all performance.
• Ensures that all Internal Controls through regular review are in place as part of Risk Management.
• Responsible for the quality and accessibility of the data held by the different CCG Departments to exhibit data integrity.
• Ensures that monthly scorecards through regular feedback are being maintained and monthly coaching sessions are being administered.
• Ensures that the necessary and relevant processes and systems by regular checking are available and documented.
• Designs and implements short and long term performance strategies by aligning action plans with the Group’s direction to achieve excellent over-all performance.
• Responsible for creating programs or action plans based on current measure to meet / exceed set KRA’s.

What we’re looking for

• Bachelor’s degree in Business Studies / Administration / Management, Commerce, Finance / Accountancy / Banking
• 5 years and up experience
• Proficient in MS Office applications.
• Capable of reading Profit and Loss worksheets. Capable of mapping customer-centric processes
• Proficient in English and Filipino. Both Oral and Written communication