CitySavings has retained this “small bank”​ personality while growing their network and embracing technology to offer their customers greater convenience. Their main market is public school teachers who they serve nationwide.

Responsible for the day-to-day backroom operations and service delivery of the Shared Services Group, ensuring:

• Compliance to regulations and policies (pass audit and control activities).
• Zero operational losses (no losses due to frauds, irregularities, negligence & errors).
• Complaints management (all customer complaints/feedback are immediately addressed to the satisfaction of the clients).
• Increased productivity in terms of process improvements, cost reduction and waste elimination.
• Adherence to established production processes, design, and specifications.

SPECIFIC RESPONSIBILITIES:

Delivery of Quality Service

• Monitors performance of the Shared Services Group (SSG) in order to deliver quality service to business and other operations units, supported.
• Ensures that all client complaints addressed to SSG are acknowledged and immediately addressed and resolved to their satisfaction and establish process controls to prevent the same from recurring.
• Evaluates and decide appropriately on recommended prioritization of processes and jobs, deadline
• changes and updates.
• Evaluates and implements new or revised procedures, forms, reports, or office layout recommended by team members that will improve the productivity and the quality of service.
• Adheres to SSG Balanced Score Card (BSC) and meet the annual target.

Manage Efficient Processes

• Provides leadership and direction in all aspects of administering SSG facilities and operations management including strategic staffing, planning and customer focused programs.
• Establishes and implements short-range and long-range organizational goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.
• Recruits, employs, supervises and evaluates SSG members; directs the implementation of management development, skills training, and safety and labor relations programs; coordinates with other Bank entities initiatives/programs regarding affirmative action, union negotiation, and equal opportunity.
• Develops and manages annual budgets for the organization and performs periodic cost and productivity analyses.
• Reviews operating data and investigate deviations from anticipated performance. Initiate and implement necessary corrective action.
• Ensures that plans for maintenance of equipment and facilities to maximize the uptime and utilization of capital equipment assets are implemented.
• Evaluates training needs of SSG members and facilitate their cross training and prepare development

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