Service Manager (Metro Manila)

About the Job

Location: Manila, Makati, Taguig, Pasig, Quezon City

Corporate Title: Assistant Manager to Manager

Work Arrangement: Onsite

Our Store Operations Group is looking for experienced professionals to join us across Metro Manila for the role of Service Manager.

In this role, you will be responsible for overseeing overall store operations, ensuring excellent customer service compliant with internal controls, BSP, and AMLC regulatory requirements, and supporting the achievement of store profitability targets.

Your dream. Our focus.

East West Banking Corporation (EastWest) is one of the largest universal banks in the Philippines, committed to continuous investment in people, processes, products, and services to enhance the EastWest experience.

We empower our employees to drive their careers and provide the runway for growth. We value teamwork and individual initiative. Join us to be part of a highly engaged team and a workplace that fosters development and goal attainment.

Whether you're starting out or a seasoned professional, EastWest will help you unleash your potential and bridge the gap between dream and success.

What the role will entail

• Oversee and ensure compliance with the onboarding process, including internal and AMLC requirements, and approve new account openings
• Verify completeness of customer mandatory information in CIS and T24 systems and conduct client interviews
• Perform Risk Profiling and conduct Enhanced Due Diligence (EDD) for High Risk clients, validating identity and source of funds through CRPAS documentation
• Conduct negative watchlist checks and ensure proper documentation of NFIS results
• Check and approve over-the-counter (OTC) transactions above teller authority limits, including withdrawals, encashments, and transactions via client representatives with confirmation
• Monitor and handle maturities, roll-overs, and terminations of time deposit placements following policy and ensure proper settlement account funding
• Manage documentary completeness for individual and corporate clients, oversee bank certifications, and approve other sundry transactions supported by valid client instructions
• Dispose outward and inward clearing items within prescribed timeframes and handle returned checks and account restrictions (e.g., Stop Payment Orders)
• Act as Stores Compliance Assistance Officer by ensuring timely acknowledgment, logging, reporting, and resolution of customer complaints, and maintain the complaint tracking register
• Support Corporate Banking, Wealth Management/Treasury, and Consumer transactions in stores with multiple service managers

What we're looking for

• College graduate, preferably with an Accounting or Business-related degree
• Experience handling branch operations, preferably with at least 5 years in a supervisory role
• Marketing-oriented, self-confident, and not shy in customer engagement
• Pleasing personality, good team player, and positive work attitude
• Able to work under pressure and handle multiple tasks efficiently
• Highly trainable, attentive, systematic, organized, personable, and dependable

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs
• Opportunity to work with industry experts and be mentored
• Defined career progression paths to guide your growth