Jose Villanueva III

- Deliver to the business strategy by making sure that we speed up new hires' proficiency and uplift their productivity

- Embed the right discipline which aims to produce BAU ready trainees prior endorsement

- Facilitate Weekly Business Reviews and guide Model office coaches in their deliverables

- Support in the career development of Model Office coaches and Team Leaders

- Propose process improvements to uplift banker and customer experience

- Act as a Transition Lead for Model Office / nesting agents

- Assisting the Model Office team in their continuous improvement before getting endorsed to the Operations

- Shares best practice to Model Office team by creating action plans and a variety of strategy in delivering results

- Assess trainee performance and helps in the recommendation if they meet the standards of regularization

- Guides the facilitators and other coaches in handling basic Team Leader deliverables

- Assess recorded calls following the DRIVE framework which measures the effectiveness of bankers in delivering positive customer experience

- Do random call listening to capture trends and escalate identified process fails, compliance breaches and business accuracy fails

- Counter check Quality assessed calls before delivering it to the agents especially the failed QA assessments

- Handle customer escalation and first point of contact for supervisor calls from bankers to help in the assessment if the concern requires being forwarded to the Complaints Resolutions Team

- Contribute to performance by delivering on key metrics through efficient and effective people management

- Develop an environment that delivers excellent customer service

- Assist in the development and implementation of key strategies to ensure the team is operating in line with the world’s best practice

- Create an environment where staff are engaged and motivated to outperform as individuals an as part of a team through model leadership and behaviours

- Actively coach, develop and performance manage the people to deliver results

- Develop, implement and maintain individual training and development plans to allow the team the opportunity to acquire skills that allow maximum performance

- Conduct regular feedback, coaching sessions and performance management reviews with direct report