Overview
Operations Service Delivery & Governance Department Head Jobs in Taguig, National Capital Region, Philippines at CTBC Bank Philippines
Title: Operations Service Delivery & Governance Department Head
Company: CTBC Bank Philippines
Location: Taguig, National Capital Region, Philippines
We are seeking a strategic and experienced banking operations leader to head the Operations Service Delivery & Governance Department. This role is responsible for driving operational governance, risk management, service delivery, process excellence, and digital transformation while ensuring compliance, operational efficiency, and the consistent achievement of business objectives across branch and back-office operations.
What We’re Looking For:
- Lead operational governance, risk management, and service delivery for back-office and branch banking operations.
- Oversee Risk Management, Operations Management & Planning, and Business Process Management functions.
- Develop and implement quality assurance plans covering critical operational processes.
- Conduct quality assurance reviews and control assessments to strengthen operational risk frameworks.
- Lead governance meetings and provide reports on quality, risk, and operational performance metrics.
- Ensure compliance with regulatory requirements, internal policies, governance standards, and risk frameworks.
- Coordinate audit activities and ensure timely resolution of audit findings, compliance gaps, and regulatory issues.
- Monitor Banking Operations Group performance against strategic KPIs and Management by Objectives (MBOs).
- Drive end-to-end process governance to improve efficiency, scalability, and operational controls.
- Ensure achievement of Service Level Agreements (SLAs), turnaround times, and customer service standards.
- Monitor operational performance indicators such as transaction volumes, error rates, processing times, and customer complaints.
- Lead workforce planning, capacity management, resource optimization, and budget management.
- Develop and implement training programs on operational procedures, compliance requirements, and systems usage.
- Drive continuous improvement initiatives to enhance customer experience, reduce errors, and improve turnaround times.
- Lead digital transformation initiatives including automation (RPA), Straight-Through Processing (STP), and workflow optimization.
- Serve as the primary liaison for operations-related systems enhancements and digital initiatives.
- Lead business requirements gathering, User Acceptance Testing (UAT), and implementation of system enhancements.
What We Need:
- Bachelor’s Degree in Industrial Engineering, Finance, Business Administration, Accounting, or a related field.
- 5–10 years of progressive experience in banking operations, service delivery, operational risk management, and governance.
- Proven leadership experience managing banking operations and cross-functional teams.
- Strong knowledge of BSP regulations, AML/CFT compliance requirements, and operational risk frameworks.
- Experience with process improvement methodologies such as Lean and Agile.
- Exposure to digital transformation initiatives, automation projects, and systems enhancement programs.
- Familiarity with core banking systems, payment systems, and the Systems Development Life Cycle (SDLC).
- Strong leadership, coaching, and people development capabilities.
- Ability to build high-performing teams through engagement, collaboration, accountability, and continuous learning.
- Excellent data analytics and performance management skills, with the ability to translate insights into actionable strategies.
- Proven experience establishing and monitoring KPIs and performance metrics.
- Strong change management and continuous improvement mindset.
- Ability to identify opportunities for process optimization and drive sustainable operational excellence.
- Strategic thinker with a passion for innovation, agility, and customer-focused service delivery.
