The last decade has been marked by unprecedented transformation for the Aboitiz Group. It is not a buzzword but actual lived experiences for every team member in our organization, most especially for those on the frontlines. One compelling real-world example of this is at CitySavings’ Mandaue Branch, where the company’s Project Amaze was first rolled out. As one of the pilot locations, the branch was both a testing ground and a testament to what’s possible when change is embraced with openness, teamwork, and resilience.
As the featured GT Storyteller for our CitySavings SuperDuperCon episode, Ana May “Maymay” Ranas, Branch Operations Head, proudly shared her team’s honest, on-the-ground journey through the highs, the challenges, and the breakthroughs of adapting to a new system. From streamlining complicated processes to empowering team members to take ownership and lead, this story shows that transformation isn’t just about new tools but the people who bring those tools to life.
Our loans team used to jump between three different systems just to process a loan application. Now it’s all in one place, which makes our processing time faster and even better.
Hi everyone! I’m Ana May Ranas, Branch Operations Head from [CitySavings] Mandaue branch. I’m really excited to tell you about our experience as one of the first branches to roll out Project Amaze. Honestly, when I first heard the news, I was both nervous and excited to be part of something new. Now that we’ve been immersed in this project for a while, I want to share what it’s really been like being part of this big transformation.
Like a lot of branches, we have been struggling with processes that just got more and more complicated over time. Tons of manual paperwork, long queues, and systems that didn’t talk to each other—it was frustrating for the team and for our customers as well.
I still remember that Monday morning when the Project Amaze implementation team walked in. Some of us were hopeful, others were skeptical—wondering, “Is this going to help?” or “Baka dagdag trabaho lang ’to,” and “Eto na naman,” that familiar thought about the birth pains of transformation.
And surprisingly, we started seeing changes and we are hopeful that the work flow will be lighter. More manageable.
Our loans team used to jump between three different systems just to process a loan application. Now it’s all in one place, which makes our processing time faster and even better. Other activities which used to be done by the operations team such as scanning of documents, sending of billing, etc. are now lifted and shifted to the Loans Services Group. In fact, one of our branch service associates, Chiara, shared with me that she now has more time to focus on servicing clients which results in better customer interaction. We still render overtime and sometimes go home late, but we look forward to the day when this project is fully implemented so we can focus on a better work-life balance.
Of course, it hasn’t been perfect. Change never is.
On the third week of the project implementation, our systems had syncing issues, and that really tested us. During one of our morning briefings, it was suggested by Jessie, our teller, “What if we just go back to the old system? At least it worked!”
But we pushed through. We found workarounds, supported each other, and stayed open about what was working and what wasn’t.
And over time, all those little changes—the improved processes, the shift in perspective on what operations need to focus on—they added up. Slowly things felt different but we are looking ways that . We now look forward to a better or even amazing customer experience for our clients.
As a leader, what I’m really proud of is the transformation of my team.
Our team is more engaged. People are smiling, the team is taking work ownership, and the best part? Some of the operations team members who were most hesitant at the start are now leading the way, suggesting even more improvements.
Looking ahead, there’s a lot to be excited about.
Since we are the pilot branch for Project Amaze, we will be putting together a mentorship plan so our team can help other branches go through their own transformations. And now that we’re not tied down by inefficient processes, we can focus on building deeper connections with our customers. We can further market our products and services to the whole community and not just focus on transactions but become real financial solutions experts for our clients.
Being part of this pilot hasn’t always been easy, but it’s been worth it. Watching our team grow, adapt, and thrive through change has been the most rewarding part of all. So for those of you getting ready to start your own Project Amaze journey: keep an open mind, stay curious, and trust the process. You might be surprised by just how much it can change not just what you do, but how you feel about doing it.
Thanks for listening, and thanks for letting us share a bit of our story from Mandaue. Good day to everyone!
