by UnionBank Human Resources Group
In October 2024, the Transaction Banking Services (TBS) Team stepped in to support the Transaction Banking Center (TBC) in resolving long-standing issues around uncollected institutional fees and aged receivables. What began as a clean-up effort quickly evolved into a strategic initiative that strengthened governance, improved data integrity, and unlocked significant revenue impact.
By maximizing existing capacity and leveraging available data tools, the team established a structured collections framework that covered legacy recoveries, business-as-usual (BAU) fee collections, ADB shortfalls, and billing reconciliation. Their attention to detail uncovered inefficiencies that had gone unnoticed, prompting deeper reviews and the creation of new strategies to address documentation gaps, missed billing, and process inconsistencies.
The team validated five years’ worth of legacy balances totaling ₱74.75M, contacted 253 clients, and resolved 629 unpaid Statements of Account (SOAs). They corrected billing setups, updated contact details, and reconciled ₱2.81M in previously unposted payments—recovering ₱71M (91%) within eight months. Building on these learnings,
they implemented a structured BAU collections process across 19 CMS products, maintaining 95% collection efficiency and generating ₱25–₱28M in monthly inflows.
In parallel, the team engaged 175 low-tier institutional clients to address ADB shortfalls, resulting in a ₱76M uplift in balances and a 21% improvement in client compliance within one week. Their curiosity led to a deeper audit of billing enrollments, uncovering ₱14M in revenue leakages due to incorrect documentation and missed billing. Corrective actions were implemented in collaboration with Sales, Products, and Onboarding teams, improving billing accuracy and client-level profitability.
To support scale and sustainability, the team transitioned from manual tracking to dynamic dashboards and standardized templates, enabling real-time visibility and improved collaboration. Metrics such as Revenue per Customer (RPC) and Collection Efficiency Index (CEI) were introduced, with weekly progress updates shared across internal partners to ensure transparency and alignment.
The initiative unlocked ₱172M in realized and potential value, improved cash predictability, and strengthened governance through documentation discipline and rate card alignment. By focusing on root causes rather than blame, the team rebuilt client trust, accelerated dispute resolution, and transformed operational gaps into measurable gains.
This effort reflects UnionBank’s commitment to Reimagining Banking to Uplift Lives, demonstrating how operational discipline, cross-functional synergy, and a culture of continuous learning can drive financial performance, enhance customer experience, and build a more resilient, future-ready organization that aligns with the Great Transformation.
