Resolution Management Team Head

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