Functions of an Operations Manager

1. College of Management
Department of Management
University of the Philippines – Visayas
BM 211
TO : DR. CHERYL JOY FERNANDEZ
University of the Philippines – Visayas
RE : ASSIGNMENT NO. 1
Dear Madam:
Herewith please find the answers to the aforequoted assignment by the undersigned,
in compliance with the course requirements.
Person Interviewed : Hector Brian M. Villareal
Company : Metropolitan Bank and Trust Company
Position : Branch Head
Date of Interview : 23 May 2016
Duties and Responsibilities:
Forecasting
 Prepares periodic reports on branch consumption of
resources, expenditures, equipment usage, and
personnel needs
 Submits recommendation to General Services Office
(GSO) for future branch needs in terms of:
o Equipment purchase or replacement
o Materials procurement
o New or replacement personnel
 Ensures that the branch can effectively and efficiently
service the needs of its clients for the next six months.
Longer periods are determined by Branch Operations
and Control Center (BOCC)
Supply Chain Management
 Ensures that all materials and equipment are available
and ready when needed on a daily basis
 Along with Branch Custodian, conducts inventory of
all accountable forms and equipment needed by tellers
and customer service representatives on a periodic
basis to ensure availability at all times
 Ensures that all positions are filled at all times,
requesting for replacement roving tellers or branch
operations officers prior to intended vacation or
forced leave of personnel

2. College of Management
Department of Management
University of the Philippines – Visayas
BM 211
Facility Layout and Design
 Conducts time and motion studies for efficient and
effective use of space in branch
 Observes time wastage and usage by personnel in
processing transactions, entertaining clients, and
interacting with other personnel and officers
 Submits recommendations to General Services Office
(GSO) for branch layout and design for approval by
executive committee
Technology Selection
 Software and hardware are determined by area IT
department and by the Branch Operations and
Control Center (BOCC)
 Bank wide technology changes and decisions are made
by executive committee of the bank, without branch
inputs
Quality Management
 Along with periodic branch regular and spot audits
conducted by Branch Audit Group (BAG), ensures
that transactions are processed in accordance with
existing bank policies and BSP regulations
 Ensures the prompt and systematic delivery of
services to clients in the quickest possible manner
Purchasing
 Submits requests for new or replacement equipment
to General Services Office (GSO)
 Submits requests for the procurement and./or
manufacture of accountable forms and other materials
for use by the bank
 Small value items such as office supplies are purchased
by the branch using its Operations Fund
Resource and Capacity
Management
 Ensures that all positions are filled at all times, to
provide efficient and effective service to clients, by
making requests for temporary personnel replacement
with Area Head to ensure
 Ensures that all equipment are ready and operational
and all materials required to service clients are
available at any given time
 Provides for small value materials needs out of
operational fund of branch
Process Design
 Determined by Branch Operations and Control
Center (BOCC)
Job Design  Determined by Human Resources Division (HRD) of
the bank

3. College of Management
Department of Management
University of the Philippines – Visayas
BM 211
Service Encounter Design
 Ensures that personnel interaction with clients are
pleasant, quick, and easy
 In coordination with area IT division, provides
contingency plans in case of power outages or
communications interruption
Scheduling
 In coordination with the Area Head and the Human
Resource Division (HRD)
Sustainability  Conducts client visits and promotional activities to
promote the services of the bank
Hoping the same meets your requirements for the course.
Very truly yours,
MARCELO AUGUSTO A. COSGAYON