by UnionBank Human Resources Group
Kumustahan began with a bold and heartfelt vision: to personally visit every UnionBank branch nationwide and engage each Ambassador in genuine, human-centered conversations with the Branch Channel Management (BCM) Head. Launched in October 2023 in Mindanao—where many branches had not been visited in years—the initiative redefined leadership presence, replacing traditional metrics with authentic dialogue and deep connection. As BCM Head Ron Batisan shared, “I want people to see that I’m not just someone reviewing reports—I’m someone willing to travel across the country to hear them out face-to-face.” This spirit of empathy and presence became the foundation of Kumustahan.
The program reimagined leadership as a shared space for courageous conversations, where stories were not only heard but honored. It created a culture of psychological safety, empowering frontliners to speak openly, share authentically, and feel valued. Through these dialogues, senior leaders didn’t just communicate the Bank’s vision— they co-created it with the teams who bring it to life every day. Kumustahan became a living expression of Ubuntu—the belief that we rise together through connection, trust, and shared purpose.
As part of UnionBank’s “Say It Forward” campaign, BCM leaders journeyed across 17 regions, facilitating intimate Kumustahan sessions that surfaced real challenges, aspirations, and feedback. These conversations were captured and transformed into engaging episodes by a talented Ambassador/video editor, fostering unity and shared purpose across the BCM group. The initiative welcomed cross-functional collaboration, involving senior executives and other business units to align strategies with branch realities and elevate the collective voice of the organization.
The impact was profound:
- Net Promoter Scores (NPS) rose to 90.01 in 2024 and 92.85 in 2025, reflecting how engaged employees deliver superior customer experiences.
- As of October 2025, 135 out of 195 branches (70%) have been visited, with full coverage targeted by 2026.
- Employee engagement scores consistently outperformed bank-wide averages: 4.72 in 2023, 4.81 in 2024, and 4.79 mid-2025.
- Operational challenges surfaced through Kumustahan were addressed with empathy and action, leading to staffing solutions, process improvements, and stronger governance.
Kumustahan proves that leadership is not about hierarchy—it’s about heart. It’s about showing up, listening deeply, and building a culture where every voice matters. This is UnionBank Reimagining Banking to Uplift Lives, one conversation at a time.
