Transaction Migration Department Head

The Role

As a Transaction Migration Department Head, you are responsible for handling the development and delivery of adapted and achievable transaction migration projects anchored on gathering relevant branch Teller/Customer Advisor data and tracking all related metrics. Develops and implements branch optimization strategy and instills a strong customer-centric service in the branch’s related processes. Supports the Division Head and collaborates with Branch Banking Group CPI (CSAT and Process Improvement) Senior Leaders to manage the development and enhancement of customer-centric solutions in the Bank and provides leadership to the Transaction Migration Department to deliver, measure, track and execute agreed service goals.

How you'll contribute

Proactively evaluates and reviews CA/Teller-related guidelines and policies and recommends streamlining activities to Business Units or Alternative Channels, whenever applicable and required. Proactively work together with the appropriate unit for the branch’s required spiels as the need arises to provide guidance to the frontline staff and ensure consistency in the tone of the message.Initiate leadership on Transaction Migration initiatives and align projects with CCFW, Deposit Casa Team, Customer Experience, Process Excellence, and Alternative Channel Units.Develops and manages diverse talents based on the existing framework to drive a strong and positive impact on the organization and achieve the department's goals.Strategizes comprehensive client servicing strategies through continuous training on CRM and other related campaigns.Initiates in-depth study of CA/Teller transactions and formalizes migration goals through agreed metrics and drives positive and consistent customer experience across all Branches in alignment with Customer Experience goals.Generates and validates branch’s transaction data and comes up with tactics that will optimize the use of branchesAnalyze and identify applicable gaps in each transaction handling, alongside its extracted data, and come up with an improved guideline for a more customer-centric servicing.Develops detailed plans implemented through projects or kaizens to build and deliver optimal experiences in all SBC branches.Collaborate with Customer Experience, Process Excellence and Operations Group on the end-to-end Customer Journeys for both Customer Advisor and Teller and be able to create customer-centric processes and experience across the network.Conducts process reviews and developmental studies using process improvement tools like Six Sigma, BPM, and Design Thinking in collaboration with appropriate units.Plans and implements a timely and effective rollout of transaction migration projects and campaigns in collaboration with the heads of the units concernedLaunches and manages cross-functional teams based on agreed goal statements using problem-solving methodologies such as six sigma, design thinking, and bpm to deliver project results that are quantifiable in financial and non-financial termsFacilitates leaders’ councils through regular Business Reviews covering ongoing and completed migration programs and campaigns.

What we’re looking for

Bachelor's Degree in Industrial, Business Studies/Administration/Management, Economics, Finance/Accountancy/Banking, MarketingAt least 10 years of related experienceKnowledge of the problem-solving methodologies (such as BPM, Six Sigma, and Design Thinking)Effective delegation and people management skills.Ability to develop camaraderie within/outside the team.Effective Innovation Skills.Effective Communication SkillsAbility to lead a cross-functional team with Senior Leaders and across different levels of the organizationAble to plan, organize and create timelines to fulfill these goals.