Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a prestigious commercial bank here in the Philippines that offers an array of deposits, flexible loans, high-yielding investment, asset management and other financial services. This bank is looking for an experienced Service Head who is well-versed in overseeing the overall branch operations.
Job Summary
The Service Head oversees the overall branch operations to ensure accurate, compliant, and efficient delivery of services to clients. The role is responsible for supervising Sales and Service Associates, overseeing daily transactions, and ensuring adherence to internal policies, regulatory guidelines, and audit standards. This position is aligned with the Branch Operations Officer and Service Manager roles in other banks.
Key Responsibilities
Branch Operations Management
- Oversee the day-to-day operational activities of the branch to ensure smooth, accurate, and timely processing of all banking transactions.
- Ensure all processes and transactions are executed correctly to minimize operational risks and maintain high service quality.
- Implement branch policies, procedures, and operational guidelines in compliance with internal controls and regulatory requirements.
Supervision of Service and Teller Teams
- Supervise Tellers, Cashiers, and Sales & Service Associates, ensuring proper handling of cash operations and customer transactions.
- Provide guidance and coaching to uphold service excellence and operational discipline.
- Monitor workstation balancing, cash limits, and end-of-day reconciliation.
Customer Service & New Accounts Handling
- Oversee opening, verification, and maintenance of new accounts in accordance with KYC, AMLA, and regulatory standards.
- Address and resolve client concerns related to operations and service delivery.
Audit, Risk, and Compliance
- Ensure strict compliance with internal and external audit standards, policies, circulars, and regulatory memoranda.
- Lead the resolution of audit findings and implement corrective measures to prevent recurrence.
- Monitor branch risks, escalate issues as necessary, and maintain readiness for spot checks and regulatory reviews.
Reporting & Documentation
- Prepare and review operational, compliance, and incident reports.
- Maintain accurate documentation to support transactions, regulatory compliance, and branch controls.
Qualifications
- Bachelor's degree in Business, Finance, Banking, or related field.
- Strong background in branch operations (teller, cashiering, new accounts, risk & compliance).
- Experience handling audits, operational controls, and regulatory compliance.
- Supervisory or managerial experience within a banking branch setting preferred.
- Strong leadership, analytical, and problem-solving skills.
Possible Deployment Locations
- Makati
- BGC (31st St.)
- South Metro Manila
- Greenhills
- Ayala
- Gil Puyat
