job description
Join Sterling Bank of Asia as a Service Head and take the lead in driving operational excellence across our branch network in Metro Manila. This is a unique opportunity for seasoned banking professionals with a supervisory or leadership background in branch operations to shape the future of customer service and team performance.
As part of our Service Head Pool, you will be assigned to different branches, ensuring consistency in service delivery, compliance, and team development. Your expertise will be instrumental in maintaining high standards of efficiency, customer satisfaction, and regulatory adherence.
If you are a dynamic leader passionate about banking operations and eager to make an impact in a fast-paced environment, we invite you to apply. This role offers career growth, competitive compensation, and the chance to work with a reputable financial institution.
Responsibility
- Oversee daily branch operations, ensuring smooth workflows and adherence to banking policies and procedures.
- Lead, mentor, and develop a high-performing team of customer service and operations staff.
- Monitor and optimize branch performance metrics, including transaction accuracy, customer wait times, and service quality.
- Implement and enforce compliance with regulatory requirements, internal audits, and risk management protocols.
- Collaborate with cross-functional teams to streamline processes and enhance operational efficiency.
- Resolve escalated customer complaints and operational issues with a focus on satisfaction and retention.
- Prepare and present regular reports on branch performance, challenges, and improvement initiatives.
- Support the onboarding and training of new staff to ensure alignment with company standards and values.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Banking, or a related field; advanced degrees or certifications (e.g., CFA, CPA) are a plus.
- Minimum of 5 years of experience in branch operations, with at least 3 years in a supervisory or leadership role within the banking sector.
- Proven track record of driving operational excellence, team management, and customer service improvements.
- In-depth knowledge of banking regulations, compliance standards, and risk management practices.
- Strong analytical, problem-solving, and decision-making skills with a data-driven approach.
- Excellent communication, interpersonal, and stakeholder management skills.
- Willingness to be assigned to different branches as part of the Service Head Pool.
- Proficiency in banking software, MS Office, and reporting tools.