Job Description

About Security Bank

We are the Philippines’ largest independent bank, having won countless awards over the years, including Philippines’ Top Employer, named by Statistica, and Best Bank for Diversity and Inclusion, awarded by Asiamoney.

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 nationwide, 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 Lobby Management Quality Officer, you are responsible for consistent support and following through for the completion of various lobby issues noted as OSH, Sustainability, and Customer Survey outcomes. Ensures compliance to branding consistency affecting the “look and feel” of branches, safeguards compliance to cleanliness and orderliness of the branch, and conducts initiatives to address noted branch issues. Conducts groundwork activities to learn CA utilization and productivity.

How you’ll contribute

• Maintains brand consistency through steady monitoring of internal compliance particularly affecting the “Look and Feel” of branches through regular conduct of Customer Service Reviews.
• Partners with Branding Department in ensuring compliance to branding requirements listed but not limited to TVC, Merch Materials such lobby posters, signages, tabletops, and all advertising materials.
• Conducts initiatives that address customer feedback raised through Customer Service Satisfaction Surveys and Mystery Shopper Results
• Coordinates and monitors required response and activities that addresses noted issues raised by OSH and Sustainability Partners.
• Conducts Root Cause Analysis of Teller / CA function and recommends appropriate solution sets
• Coordinates Quick Fixes to respective Support Units for immediate handling
• Provides support to any activities required by Safety and Security Department, Sustainability, Branding, Service Analytics, and Transaction Migration & Transformation Department
• Partners with respective units in conducting roadshows and refresher courses to strengthen knowledge and understanding of OSH, Sustainability, and Branding requirement of the Bank
• Provides weekly / monthly reports to respective partners for the completion of branch issues

What we’re looking for

• Must have 5-10 years of related experience
• Graduate of Business Studies/Administration/Management, Commerce, Finance, Accountancy, Banking, or any related fields
• With experience in Banking Operations / Loan &/or Credit Card Processes / Leasing/Financing Institutions / Deposit &/or Investment products.
• Basic understanding of compliance/regulatory requirements, risk management & controls, and bank processes
• Keen on details, think outside the box mentality and results-driven
• Customer service oriented
• With strong communication and coordination skills, assertive, detail, and results-oriented.
• Manages good working relationships with different business units and maintains regular collaboration with partner business units
• With good leadership, planning, and execution skills.
• Willing to travel