Branch Operations Head

The Service Manager (formerly Branch Operations Head) is responsible for supervising and overseeing the daily operations of the branch, ensuring strict adherence to policies and procedures. They are accountable for the smooth operational efficiency of the New Accounts section, Accounting, and Investment. Additionally, the Service Manager supports the branch's marketing efforts by cross-selling bank products and services and ensuring that staff members fully understand these offerings to meet client demands and achieve the branch's targets. RESPONSIBILITIES: A. OPERATIONS 1. Jointly responsible with Channel Manager for the proper custody of the cash vault and ATM by ensuring that: a. Dual control is always observed b. Vault and security hatch are always closed upon arriving and before leaving the bank premises c. Combinations are changed when necessary. Performed 5% of time daily 2. Oversees the overall flow of New Accounts Section by: a. Supervises the work of Customer Relations Assistant/s (CRA) in opening, maintaining and closing of accounts b. Conducting client interviews during opening and/or closing of accounts c. Ensure that proper “Know Your Client” (KYC) is conducted d. Verify documents submitted are complete, and in order e. Approving the opening of new accounts and/or closure of accounts f. Ensures that account opening process adheres to AMLA regulations g. Responsible for the monitoring and documentation of returned Thank You Letters h. Primary responsible for the approval of Specimen Signature Card (SSC) uploading/maintenance in Signature Database System (SDS) i. Ensures that all KYC documents are uploaded in the proper Digicur Site. j. Jointly responsible/accountable with Channel Manager in safekeeping of KYC documents Performed 70% of time daily 3. Primary responsible in the management, replies and disposition of KYC day 2 exceptions including request for deletion, if any. Performed 10% of time daily 4. Checks the accuracy of the cash by conducting: a. Daily balancing of CIV at end-of day b. Surprise detailed cash count of CIV, ATM and Tellers' PICOs c. Verification of cash balances against source documents and system-generated reports (e.g. Cash in Vault Record, ATM reconciliation during surprise count, etc.) Performed 10% of the time as necessary 5. Checks and supervises the enrollment, application processing, and ongoing maintenance of ATM/ VISA Card, Cash Management Services (CMS) and Credit Card products, ensuring efficient service delivery and compliance with internal policies and procedures. Performed 5% of the time daily. 6. Custodian of cards (ATM/Debit) and ensures proper custody / safekeeping and issuance thereof to clients strictly adhere to existing internal control policies and procedures. Performed 5% of the time daily. 7. Oversees the overall flow of branch transactions by: a. Ensuring that term placements are accurately processed and adequately supported with evidence of deposit, placement, updated SL, and other necessary documents, as well as the prescribed interest rates and income. b. Verify the completeness of required documents and ensuring the accurate and timely processing of bank certifications. c. Making sure that proper account titles are used and that only duly authorized and approved transactions properly supported with tickets and official receipts / statements / correct entries are posted in the core system, paid and/ or remitted on time. d. Prevent unauthorized access by making sure passwords are secured, logging off unused terminals, and deleting inactive IDs e. Managing the preparation of internal and external reportorial requirements / remittances by ensuring that accurate reports and related remittances are submitted / remitted on time. Performed 50% of the time daily, as necessary 8. Accounting functions: a. Maintains, updates, and reconciles Subsidiary Ledgers / Schedules of specific GL Accounts b. Balances outstanding and dormant MCs, GCs, and DD against MOBIUS View Reports (Schedules of Outstanding MC, GC, and DD) c. Review and annotate all required reports from Mobius View Report d. Conducts a surprise monthly inventory count of all Accountable Forms (working and non-working) and jointly accountable for Non-working supply following the Bank’s existing policies and procedures. e. Prepares Interim Reports submitted to Head Office, other Divisions / Department and Region / Area Office such as but not limited to: GRT, 1602, DST and A&L Reports. f. Accomplishes Purchase Requisition Forms or thru FAMS for office Supplies, Accountable Forms and FFE requisitions and repairs Performed 20% of the time daily B. ADHERENCE TO POLICIES AND PROCEDURES 1. Maintains set of working papers for the review of various branch procedures lists down the exceptions noted, monitors subsequent disposition taken to resolve exceptions and reports the unresolved exceptions through the Exception Report and prepares “Red Flag” report, as needed, for exceptions that need immediate attention and action by Senior Management. Performed 15% of time daily. 2. Responsible for performing same-day call back of transactions initiated by the Channel Manager Performed 5% of time daily 3. As Compliance Coordinator, assists the Compliance Officer in the implementation of the compliance laws, regulations, rules, standard and other regulatory requirements by reviewing, assessing, performing test of the respective unit and timely reporting of covered and suspicious transactions. Performed 15% of time daily. 4. Acts as AMLBase60 approver. Performed 10% of time daily. 5. As Risk Coordinator, identifies the risk areas of the branch and offers decision on how to manage/resolve the risk. Performed 5% of time daily, as necessary 6. Works with the Branch Manager and Channel Manager to resolve customer complaints, ensuring a consistent and customer-centric approach. Performed 10% of time daily. C. ADMINISTRATIVE FUNCTIONS 1. Takes care of the proper upkeep of branch premises and maintenance of FFE by conducting physical inventory as required under existing Bank's policy, monitor FFE subsidiary ledgers/schedules with the GL balance to avoid missing bank furniture/equipment and unreconciled FFE balances against GL. Performed 5% of time daily, as necessary 2. Prepares all documentary requirements as necessary to obtain local permits and licenses for the Branch Business Operation and ensure timely payment Performed 5% of time daily, as necessary 3. Responsible for timely payment of branch utility bills and other miscellaneous expenses to ensure availability of electricity, water, supplies. Performed 1% of time daily, as necessary 4. Provides direction to subordinate staff and recommends management on matters including hiring, training, transfers, and disciplinary measures, as necessary. Performed 5% of time daily, as necessary 5. Ensure timely action on all incoming emails by reviewing them immediately upon receipt and addressing verbal communications directed to you, in coordination with branch personnel. Performed 10% of time daily 6. Identifies opportunities for improvement in branch operations and implement changes, as long as they comply with the existing bank policies. Performed 5% of time daily, as necessary 7. Safety Officer and Pollution Control Officer (as required by Dole & DENR) Performed 1% of time daily, as necessary 8. Monitors and jointly ensures that operational efficiency of the Teller Section in performing cash operations whenever there is an assigned reliever along with other related duties as assigned periodically. Performed 70% of time daily, as necessary D. Marketing 1. Supports the Branch Head in marketing by addressing client concerns, promoting bank products and services, and providing excellent service to meet branch targets and build customer loyalty. Performed 30% of time daily