EASTWEST BANK

For internal use only

JOB DESCRIPTION
Service Manager

I. JOB IDENTIFICATION

Position : Service Manager

Department/Division : Branch Banking Division
Reports to : Area Operations Officer (AOO)
Supervises : Service Associate, Sales Associate

II. JOB SUMMARY

Responsible for overall operations of the Branch;
 Sees to it that all policies and procedures are being implemented
 Projects the highest degree of customer service for both internal and external policies
and guidelines in the day to day execution of work.
 Ensures that appropriate /adequate internal control procedures are implemented in line
of work.
 Assists in the internal marketing thrust of the branch.
 Actively gets involved in the cross selling and internal marketing efforts of the branch.
 Conducts branch cost analysis and recommends alternative courses of action to achieve
cost effectiveness.

III. JOB DUTIES AND RESPONSIBILITIES

DAILY
A. OPENING AND CLOSING OF THE BRANCH
 Performs deactivation and activation of the TRACE Alarm System.
 Performs opening and closing of vault combination – Upper dial combination
 Performs disengaging/engaging of time delay lock on the cash safe
 Performs opening/closing of the branch server and change of business date
 Ensures that all vaultable items are safe kept inside the vault
 Ensures that entrance and exit are closed/locked and secured properly upon end of
business day
B. ACOUNT OPENING
 Ensures that “Know Your Client” (KYC), interview and screening are consistently done
for all new and subsequent accounts.
 Ensures that IDs presented by the client are acceptable, existing and unexpired
 Verifies the accuracy and completeness of details of Customer Account Record(CAR)
forms and all the other required documents during account opening
 Ensures that deferral on submission of required primary and secondary documents are
reported and approved by the Division Head/Group Head. Document deficiencies are
monitored and submitted within 30 calendar days.
 Ensures that client information is verified in NFIS/ICNFS for all Checking Accounts and
reviewed and evaluated prior to approval of the account opening
 Ensures that “Thank you” cards are sent to all new accounts not later that the following
day after opening
C. CASH AND TELLERS
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 Ensures that switching of PICOS boxes are done daily between tellers
 Ensures that cash received/delivered from/to the Tellers/depositors bank are supported
with Cash Transfer Slip (CTS) and duly signed by both the source and recipient of cash
 Observes proper Cash-in-Vault (CIV) management (Peso & FNCH/Regular). Ensures that
level should be at Branch benchmark/insurable limit
 Ensures that excess in CIV are transferred to CSD or to depository bank of BSP for
provincial branches
 Performs cash count of ending PICOS if there’s only one teller. Ensures that
unannounced cash count is performed twice a month
D. CASH ON HAND-ATM (PPM 043-2007)
 Ensures that balancing of actual cash retrieved against the GL account are done after
every cash retrieval and replenishment of the ATM
 Ensures that balancing of ATM cash counter reading against the Cash on Hand-ATM GL
account are done (for provincial branches)
 Ensures that ATM cash counter reading is done on or before 9:00AM daily and that dual
control is properly observed
 Ensures that back up of ATM eJournal transactions is properly done.
E. ATM ACCESS
 Ensures that card maintenance, PIN generation, activation and disposition are properly
observed and monitored.
 Ensures that unclaimed ATM Access cards for more than 30 days are perforated and the
PIN mailers are destroyed
 Ensures that all ATM captured EastWest Bank credit cards are forwarded to
Authorization and Fraud Control Section of the Credit Card Products Division if
unclaimed for 15 days
 Ensures that captured BANCNET cards which remain unclaimed for more than 2 banking
days are destroyed and that special handling for non-personalized cards is strictly
observed.
F. FOREIGN CURENCY NOTE & COINS ON HAND
 Ensures that dollar notes deposit are tagged as “HOLD” in the Phoenix System for 15
calendar days and that actual cash balance tallies with the GL
G. PRIORITY REPORTS
 Prints or ascertains the correctness and completeness of all critical reports:
o DPD02000 – Deposit Posted Transactions
o DPD02500 – Deposit Posted Float Journal
o DPD03000 – Deposit Unposted Transaction
o DPD07000 – Non-Sufficient Fund
o DPD08000 – Overdrawn Accounts
o DPD12000 – Dormant Deposit Accounts
o DPD13000 – Matured Deposit Accounts
o DPD16000 – Deposit Exception Accounts
o DPD18600 – Deposit Trial Balance per Totals
o GLD02000 – GL Posted Transaction
o CCD.TXT – Incoming CCD Edit List Report
o PCHC.TXT – Incoming PCHC Edit List Report
o Trial Balance Currency Bankwide – RBU & FCDU (per branch)
o Deposit Maintenance Report
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o RIM Account Maintenance Journal

o List of newly created RIM
o Deposit Account Maintenance Journal
o List of Interbranch Transaction by accepting branch
o NARADA Report

H. TRANSACTION REVIEW AND APPROVAL

 Approves or co-signs on transaction media (financial and non-financial)reports, checks
(P/$) within the delegated authority
 Withdraws in excess of the Teller’s limit – Overrides Teller’s transactions
 Encashment in excess of the Teller’s limit – Overrides Teller’s Transactions
 Inter-branch withdrawals/encashment - Overrides Teller’s Transactions
1. MC APPLICATION AND ISSUANCE
 Ensures that MC issued are duly funded and documented and that corresponding
charges are collected from the client
 Ensures that MC issuance is within the guidelines and limitations as prescribed
2. NET ACCESS/MOBILE ACCESS
 Ensures that personnel Net Access enrollment are supported by Access Banking
Application Form, checked, reviewed and approved
 For corporate Net Access, ensures that application is covered with Board Resolution
and/or Partnership Resolution with designated personnel authorized to use the
facility
3. BANK CERTIFICATION
 Ensures that requests are supported by application forms, properly checked and
reviewed
 Ensures that corresponding charges are collected from the client
 Western Union transactions are checked and verified
4. FUND TRANSFER/DEBIT ABD CREDIT TO DEPOSITOR’S ACCOUNT
 Ensures that Instruction for Fund Transfer are supported with Authorization letter,
signature verified and approved by two authorized Branch Officers.
5. MATURITY OF TIME DEPOSIT PLACEMENTS (P/$ TIME DEPOSITS)
 Ensures that payments on matured placements are checked and reviewed
 Ensures that original copies of paid out certificates are surrendered and filed
accordingly
 Ensures that documentary stamps proof sheet is prepared.
 For pre-terminated placements, ensures that documentary stamp taxes are
collected from client
6. TELEGRAPHIC TRANSFER/DEMAND DRAFT/PDDTS, RTGS, MEXS
 Ensures that applications for TT/DD are covered with the prescribed Application to
Purchase Foreign Exchange Format as required by BSP
 Ensures that applicable fees and charges are collected from the client
 Ensures that FED reports are sent to FXCPU for every foreign exchange transaction
made
 Ensures that required information is properly disclosed in processing telegraphic
transfer transactions, in compliance with BSP Circular 534
 Ensures compliance to rules and regulations set by the BSP on foreign exchange
transactions
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7. DOMESTIC BILLS PURCHASED (BP LINE AND CASE-TO-CASE)

 Ensures that availments are within the approved BP Line as per CAM on file,
properly approves by the DCO based on authority and limits
 Ensures that deviations, if any, are approved by the Division Head or BBG Head
 Ensures that availments are recorded in individual BP logcard for each account
8. SECOND ENDORSED CHECKS
 Ensures that acceptance of second endorsed checks are approved by the
appropriate approving body and that any deviations are approved by the BBG Head.
 Ensures that acceptance of second endorsed checks are covered with Agreement for
Acceptance of Second Endorsed Check duly signed and approved and notarized
 Ensures that availments are recorded in individual SE logcard for each account
9. BACK-TO-BACK LOANS (PESO AND FCDU)
 Ensures that loan documents are complete and properly signed and signature
verified
 Ensures that Back-to-Back Loan releases and movements like payment of interest,
renewal of principal or availment are properly reviewed, approved and
documented; collateral are tagged as hold and under the custody of the branch
10. RCOCI
 Ensures that returned inward items(RCOCI) are reviewed for final disposition and
that charges are collected and documented
 Ensures that the discrepancy report on technicalities of inward checks are reviewed
and disposed on time
 Ensures that mishandled accounts are reviewed for final disposition and proper
tagging in the system
 Ensures that all returned checks are debited from the depositor’s account that same
day
11. RETURNED CHECKS (OTHER BANK)
 Ensures that returned checks are immediately debited and delivered to
clients/depositors
 Ensures that unclaimed checks for more than 15 days are sent to clients via
registered mail
12. ACCOUNTABLE FORMS MONITORING
 Ensures that working supply are properly accounted for and reconciled (MC. OR,
Passbook, Pre-encoded and pre-numbered forms)
13. RE-ORDERED CHECKBOOK
 Ensures that payment for check re-orders are collected and supported with
documents
 Ensures that requests are encoded in the COS every Thursday duly approved and
sent to Purchasing for processing
I. ACOUNT RESTRICTIONS (SPO/HOLD ORDER)
STOP PAYMENT ORDER
 Ensures that outstanding SPOs are covered by SPO requests properly checked and
reviewed for completeness of details and information
 Ensures that SPOs are properly tagged in the system and that corresponding charges are
collected from the client
 Ensures that SPO cancellation request are signed by the client, approved by the
authorized Branch Officer and acted upon immediately
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 Ensures that hold order is supported with requests for Hold or SPO form
J. GENERAL LEDGER AND SUBSIDIARY LEDGER BALANCES
 Ensures that GL Balances are checked/verified and reconciled with the respective SLs
 Ensures that long outstanding items are regularly monitored for proper disposition
 Ensures that temporary and contingent accounts are properly accounted for and
reconciled
K. MID-DAY AND END OF DAY BALANCING OF TRANSACTION
 Ensures that mid-day balancing of Teller’s transactions for the preparation of outward
check (first batch) is strictly observed
 Ensures that Tellers balancing report are printed (GFS and Billpay) and ensure that
figures tallied with the actual check and cash items received
 Ensures that GFS Individual GL upload and Bills Pay Consolidated GL report are
generated after performing GL uploading
L. REPORTING/MONITORING
 Ensures that suspicious transactions, including Reports on Crimes and Losses are
reported to Compliance Office within 5 banking days upon discovery if any
 Ensures that covered transactions are reviewed and verified to ascertain reliability of
transactions
 Ensures that critical incidence and complaint and unusual activities are timely
investigated and reported. Supporting evidence are obtained and safe kept.
M. ADMINISTRATIVE
1. SECURITY
 Ensures that alarms, lock & keys are checked
 Ensures that filing cabinets and drawers are provided with functioning lock & keys
 Ensures that Bank forms and clients records are properly filed and kept inside the
vault
2. BANK PREMISES
 Ensures that Internal and external premises are well maintained
3. MAILS AND PARCELS
 Ensures that returned bank statements are reviewed to check the accuracy of
depositor’s address against the bank records
 Ensures that pouches and mails from head office are opened by an officer
N. BIR PAYMENTS – FOR BRANCHES DESIGNATED TO ACCEPT PAYMENTS
 Ensures that tax payments due and payable within the jurisdiction of the BIR RDO
where the Branch is located are accepted for processing
 Ensures that all payments are supported with duly accomplished BIR tax returns with
BIR prescribed deposit form
 Ensures that required details and information of the tax payer are indicated in the tax
return
 Ensures that procedures in acceptance of payments are strictly observed
 Ensures that BIR collections are transmitted to the concerned BIR data center via LBDES
not later than 24 hours from the date of collections
 Ensures that transmittal are supported with BCS and bank code duly recorded in a
logbook
 Ensures that BCS are printed in 4 copies and provided to the RDO, Branch and Financial
Accounting Dept.
 Ensures that Copy of FAD is submitted on or before 5:30 of the next banking day
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O. OTHERS
1. NOTICE OF GARNISHMENT (BBM – 06)
 Ensures that Notice of Garnishment are verified and referred to Legal Division for
Final disposition
2. DECEASED DEPOSITORS/CLIENT
 Ensures that a deceased depositors outstanding balance are paid to his/her
successor or to any person legally authorized to receive it
 Ensures that documents necessary to establish the true identity of the depositors
and their heir are obtained and verified
3. DOSRI Transactions
 Ensures that DOSRI transactions (Back-to-Back Loans. Bills Purchased, Check
Accommodations, etc.) are covered by BOARD approval and properly reported
4. PAYROLL AND SSS PENSIONER ACCOUNTS
 Ensures that proper tagging of the account is strictly encoded in the system (Initial
Deposit; Maintaining balances; Service Charges)
 Ensures compliance to and observance of RA 1405, KYC, and other policies and
procedures of the Bank and regularly bodies
WEEKLY
A. MONITORING
1. Reviews the Document Deficiencies Monitoring Report and ensures that required
primary and secondary documents on solicited accounts are submitted within 30
days
2. Ensures that required report are prepare and timely submitted
3. Ensures compliance to and observance of RA 1405, KYC, restrictions on opening
checking accounts for Bank Officers and staff and all other policies and procedures
of the bank and regulatory bodies
MONTHLY
A. TRANSACTION PROCESSING
1. Monitoring of Accountable Forms (non-working Supply) Against Inventory Register
(pre-encoded, re-order, MC, TD etc.)
 Ensures that balances are reconciled and tallied with the GL
2. Deposits – Dormant Accounts
 Ascertains completeness of all account documents classified as dormant
 Ensures that signature cards are segregated and stamped as “Dormant”
 Ensures monitoring of dormant account transactions and ensures that
reactivated dormant accounts are reviewed
3. Back-to-back Loan (Peso and FCDU)
 Ensures that outstanding B2B loans are covered with complete documentary
requirements
 Ensures that evidence of deposits on the collateral are surrendered and held for
safekeeping and properly tagged as Hold in the system
4. Unannounced Cash Count of Teller’s PICOS
 Ensures that unannounced cash count is counted twice a month
 Ensures that cash counts conducted are supported with report for audit
purposes
B. TIMELY SUBMISSION OF MONTH-END SCHEDULES
1. Monthly Proof and Verification Report with the following SL
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 Cash on Hand - Cashiering

 Cash on Hand – ATM
 Bills Purchased – Domestic and Foreign
 Shortages and Overages
 Accounts Receivable
 Accounts Payable
 Time Loans/Bills Discounted (back-to-back Loans)
 Stationary & Supplies on Hand (Check Books)
 Treasurer’s/Cashier’s/Manager’s/Gift Check
 AP Checkbook
 AP Doc Stamps
 Outward Bills for Collection
 Items Held for Safekeeping
 Items Held as Collaterals
 FCNCH – Regular
 FCNCH – FCDU
 Foreign BP
 FCOCI
 Outward Bills for Collection – FCDU
 Unposted Debits
 Deposit for Keys (Safety Deposit Box)
 Advance Rentals-SDB
 RCOCI
 COCI
 Furniture and Fixture/Office Equipment/Computer Equipment
 Leasehold Rights and Improvements
 Bank Premises (land, building)
 Schedule Withholding Tax at Source
 Due from Local Banks
 Docs Stamps on Hand
 Other Investment
 MA-Deposit to Public Utilities
 MA-Others
 AP Stale Check
 Other Credits-Dormant
 Other Credits-Dormant FCDU
 Other Credits-Unclaimed Balances
 MA-Others
 AOEP
 UID
 Deferred Charges
 Prepaid Expenses
 AIR
 AIP
 Reports on Mishandled Accounts
 Late Deposit
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 Service Head Exception Report

 PEP Report – Compliance
 Withholding Tax at Source
 FRP Loan Database
 Reports on Crimes and Losses and other reports due to external regularity
bodies (refer to reports checklist indicated on the Compliance Calendar)
C. OTHERS
 Ensures the closing of mishandled accounts in accordance with Bank policy and
ensures that accounts with negative balances are properly disposed
D. ADMINISTRATIVE
1. Attendance
 Reviews the Branch Personnel absences’ and tardiness
 Monitors the attendance sheet and leave forms to ensure timely submission to
Human Resource Group
2. Housekeeping
 Checks housekeeping maintenance & reports repairs as necessary
 Ensures that inside and outside premises are properly cleaned and well
maintained
 Ensures compliance to and observance of RA 1405, KYC, and all other policies ad
procedures of the Bank and regulatory bodies

QUARTERLY/SEMI-ANNUALLY/ANUALLY

A. ACCOUNT OPENING
 Ensures that specimen signature cards are verified and updated every five years
or when the need arises
B. TRANSACTION PROCESSING
1. Cash and Tellers
 Ensures that Tellers with assigned cashing authority have attended the pre-
requisite Signature Verification and Counterfeit Detection Seminars
2. Miscellaneous Services – Safety Deposit Box
 Ensures the Collection of Annual Rental
 Conducts inventory of the keys on unrented SDBs against the SDB Control
Record
 Ensures that warning letters are sent to clients with unpaid rentals
C. ACCOUNT AND CONTROL
1. Fixed Assets
 Ensures that physical inventory is conducted annually
 Ensures that discrepancies, if any, are adjusted and reconciled
D. REQUIRED INTERNAL AND EXTERNAL REPORTS
 Ensures that reportorial requirements are prepared and timely submitted to
concerned department and units
E. OTHERS
Taxes, Licenses, Permits
 Prepares necessary documentary requirements and ensures prompt payment
of the following:
o Mayor’s Permit to the City Hall or Municipality
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o Annual Registration Fee to the Bureau of Internal Revenue

o Taxes on Machines
o Other taxes that may be required by the Local and National Government

 Ensures that deficiencies noted during the previous internal and external audit
examinations have been corrected
 Ensures that all unclaimed balances are reported to the Treasurer of the
Philippines in accordance with RA 3936 (unclaimed balances act-escheat
accounts), as amended
 Ensures compliance to and observance of RA 1405, KYC, and all other policies
and procedures of the Bank and regulatory bodies

IV. CLIENT INTERFACE

A. Internal
 BOD, Accounting, IT, Systems, Audit, Administration Services, Branch Expansion, other
support units

B. External
 Service Providers, Contractors, Government Agencies, Local Government

V. JOB QUALIFICATIONS AND SKILLS REQUIREMENT

A. EDUCATION
College graduate preferably with degree on Banking and Finance, Business Administration,
Accounting or any business related course

B. EXPERIENCE
2-3 years Service Head of another bank
With background in banking operations and backroom functions (GL, balancing of books)

C. SKILL REQUIREMENTS
 Technical Skills
-Good Communication skills
-Computer Literate
-With accounting background
-Knows all phases of branch operations
-Mechanical Skills
-Selling Skills
-Human Relations Skills
-Customer Empowerment Skills
-Analytical Skills
-Judgment/Decision Making Skills
-Teamwork Skills
-Leadership Skills

 Personal Requirements
-Pleasant Personality
-Pro-active
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-Positive Attitude
-Team Player
-Hard Worker
-Focused
-Matured
-Responsible
-Patient
-Customer Service Oriented
-Perseverance
-Attention to Details
-Alertness

D. KRA
 Existing CASA as Previous Year (2010) – 15%
 Fee Income – 20%
 Audit Rating – 20%
 Float Items – 25%
 OPEX (Controllable) – 20%

INCUMBENT

DEPARTMENT/DIVISION HEAD

GROUP HEAD/CLUSTER HEAD