Responsible for leading over 500 Customer Service Officers in handling account opening transactions, provisioning, and credit card applications through mobile banking applications. Performed account approvals by analyzing the accuracy and consistency of customer data. Followed up on all customer complaints and ensured resolution by the appropriate teams regarding fraud, criminal activity, data breaches, account misuse, and related issues. Collaborated with various companies to conduct canvassing, cross-border initiatives, payroll arrangements, marketing, and other business activities. Prepared monthly and annual reports on the performance of the entire Service Team, highlighting achievements, targets, challenges, strengths, and areas for improvement, which were then used for further development by the Service Team or other divisions. Actively involved in the project for the digitization of banking transaction services without the use of agents.