Account Supervisor Personal Investing

Shape the future by leading coaching and inspiring teams to deliver first-class service and drive growth in digital banking.

As an Account Supervisor within International Consumer Banking you will be accountable for people leadership coaching and performance while partnering with internal teams to continuously improve operational performance and the end-to-end customer experience. Your team will support customers across Consumer Banking and Personal Investing journeys in a dynamic fast-paced customer and colleague centric environment helping build the digital bank of the future.

Job responsibilities

• Lead coach and develop a team delivering first-class service and outcomes for customers and colleagues across Consumer Banking and Personal Investing.
• Foster an exceptional and evolving culture ensuring the right operational foundations are in place to bring the best out of people every day.
• Optimise performance across key operational KPIs financials and people metrics driving colleague engagement and team outcomes.
• Work collaboratively with relevant internal teams to continuously improve operational and business performance optimising both customer and employee experience and delivering moments of truth when they matter.
• Lead colleagues and self through ambiguity; take accountability and help the team navigate change effectively.
• Model and drive adoption of AI-assisted toolsto improve productivity quality and consistencycoaching colleagues on effective responsible use.
• Being customer centric with out of the box thinking to support resolutions and inquiries including complex queries that span banking and investing support.
• Identify root causes of delivery issues and own the changes that improve quality speed and efficiency.
• Champion colleague culture lead by example and provide feedback and recognition at every opportunity.

• Drive and embody our firms practices on Diversity Opportunity & Inclusion.

• Act as a brand advocate and role model to colleagues and peers; communicate vision and goals clearly.

Required qualifications capabilities and skills

• Leadership:Proven people leadership with strong performance management coaching and development capabilitysets clear expectations and drives accountable outcomes.
• Contact Center:Demonstrated experience in high-volume multi-channel contact center operations (phone/chat/email/secure messaging) managing service levels quality escalations and adherence in a regulated environment.
• Communication:Strong written and verbal communication/presentation skills; able to translate strategy into clear priorities and consistently share vision and goals.
• Problem Solving & Change:Data-driven critical thinker with root-cause problem-solving strength; takes end-to-end ownership to implement sustainable change and reduce process waste.
• Digital Fluency:Digitally savvy across platforms; and quick to adopt new tools.
• People-First Mindset:Curious about people accountable commercially minded and brings positive energydemonstrates care for colleagues and customers while maintaining high standards.
• Agility & Adaptability:Exhibits agility in adapting to evolving business needs and leads change management efforts across tools systems and product developments to ensure smooth adoption and minimal disruption.
• Ability to coach teams supporting banking and investment-related customer needs
• Working knowledge of Consumer Banking and Personal Investing products (e.g. digital banking journeys common customer inquiries and resolution paths).

Preferred qualifications capabilities and skills

• Banking/financial services knowledge (including brokerage/pensions/investments exposure).

Working pattern / location

• Cebu (office-based).
• Shifts may include evenings and weekends.

Internal Application Eligibility Requirements

TENURE:

Must meet minimum employment tenure requirement. Specific roles require longer tenure in current position to be eligible to apply. Unless established for specific positions by the line of business the standard tenure requirement is 12 months.

PERFORMANCE:

Meets satisfactory performance standards as defined by the firm

By submitting an application and/or joining the interview you affirm to meet the Internal Mobility Eligibility Requirements as stated in theApplying for InternalPositions Firmwide are expected to provide true and accurate information to the Company during the recruitment and application process. Knowingly giving false or misleading information shall be subjected to the imposition of appropriate corrective action following the firms HR Policies and Guidelines.

Inform your manager once scheduled for an interview. Include in your discussion if you have questions about eligibility or Line of Business specific guidelines.

Make sure your profile is updated in the new > Jobs. Attaching your updated resume is encouraged.

In partnership Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview applications will be acknowledged.