AOM
Responsibility 3 – Service Quality Management
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Assist in cultivating excellent member service culture through developing member service
standards integrated with the AMWSLAI values.
Audit the culture of excellent member services through the performance management of
member service standards implementation among supervised branches.
Identify critical behaviors among supervised branch heads and determine member service
defects that drive or reduce the quality of service and member satisfaction.
Integrate the Member Service Standard Manual in compliance with the BSP Financial
Consumer Protection Program circulars.
Consolidate and improve branch programs to improve member satisfaction of members
within the supervised branches.
Detect broken Standard Operating Procedures (SOP) by comparing operations standards
and performance data, specifically the service commitment value of providing transaction
times within the expected ranges.
Coordinate with the Market Intelligence Department to develop branch-specific online
communication channels. Review the contents posted on branch-specific
communications;
Investigate and provide corrective and preventive actions to resolve branch-head
escalated complex, non-conforming member issues. Coordinate with the other Area
Operations Manager on the resolution of similar issues.
Identify training needs to meet quality standards, cultivate good behaviors, and exhibit
relevant skills as stated in the member service standards policy to reduce negative member
experience and improve member satisfaction.
Establish beneficial working relationships with external stakeholders crucial to achieving
operational objectives.
BRANCH HEAD
Responsibility 3 – Service Quality Management
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Cultivate an excellent member services culture within the branch by implementing
member service standards integrated with the AMWSLAI values.
Oversee the culture of excellent member services through the performance management
of member service standards implementation among supervised branch employees.
Identify critical behaviors among branch employees and collect data on member service
defects that drive or reduce the quality of service and member satisfaction.
Develop programs to improve member satisfaction within the branch.
Collect data on broken Standard Operating Procedures (SOP) when comparing
operations standards and performance data, specifically the service commitment value of
providing transaction times within the expected ranges.
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Investigate and provide corrective and preventive actions to resolve branch-employee
escalated member issues.
Identify training needs of branch employees to meet quality standards, cultivate good
behaviors, and exhibit relevant skills as stated in the member service standards policy to
reduce negative member experience and improve member satisfaction.
Establish a beneficial working relationship with local external stakeholders to achieve
branch objectives.