Resolution Management Team Head
Date:
May 26, 2026
Location:
Makati City, National Capital Region, PH
Business Unit:
Enterprise Services Group
Department:
About BDO
BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.
Key Responsibilities
- Ensure Quality Resolutions: Oversee and validate the resolutions provided by Fulfillment Units/Officers, ensuring they are timely, complete, and appropriately aligned with customer concerns.
- Case Review & Compliance: Conduct thorough reviews of handled cases to ensure adherence to bank processes, regulatory requirements, and internal quality standards.
- Error Monitoring & Improvement: Track case-handling errors and drive timely implementation of corrective and preventive actions to enhance service delivery.
- Reporting & Analytics: Prepare, analyze and submit accurate reports (e.g.: productivity, service level, error, etc.) other required documentation within set deadlines.
Qualifications
- Bachelor’s degree holder in any relevant field.
- Minimum of 5 years’ experience in a Contact Center or Customer Service role within the local banking industry.
- Proven experience in people management and performance monitoring.
- Strong background in process improvement, with the ability to identify inefficiencies and implement effective solutions.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication and interpersonal skills, with the ability to collaborate across teams.
- Proficient in using productivity tools and reporting systems.
- Willing to work on-site in Makati CIty
|
|