Branch Banking - Digital Adoption Officer

The Digital Adoption Officer is under the Digital Branch and Fulfillment Channels of the Branch Banking Group of BDO Unibank, Inc. The role takes part in the actual implementation of plans at the branch level enforcing adoption, measuring KPI’s and liaise with branch personnel to ensure smooth execution of branch initiatives. Additionally, would be in charge of troubleshooting adoption and operability of plans.

Rank Range for the role: Junior Assistant Manager to Senior Manager (would depend on assessment in recruitment process)

Responsibilities:

• Executes Customer Journey Innovations on the various touch points with MA/employees & customers (onboarding, customer servicing, machines).
• Ensures the innovations are implemented in the branches and the desired customer experience is achieved.
• Liaise Customer Experience and Rollout to ensure uniformed scale out to all branches.
• Gathers and cleans customer and user feedback on digital solutions deployed and identify areas for improvements/enhancements.
• Recommend solutions to achieve desired customer experience and user outcome.
• Communicates and enforces change culture to branch personnel.

Qualifications:

• Graduate of any degree and business course with at least 3-year experience in banking or any financial institution preferably in branch operations in an officer capacity.
• With at least 1 year experience in system enhancements, digital work tools (such a dashboard for efficiency), digital transformation preferably gained from a bank or other financial institution.
• Familiar with technology from a product innovation perspective and able to engage with IT stakeholders on tech related items for product innovation or implementation.
• Skills and strength in change management, strategy planning, execution, forward thinking and can drive innovation. P&L responsibility is an advantage.

The candidate should be willing to work onsite and be assigned in either Makati or Ortigas.